Design the strategy and implementation of the first social media channel in Latin America for customer service in providing technical support to VAIO customers in Brazil, averaging over $160K dlls a year in cost reduction, average Net Promoter Score (NPS) of 85%, average Customer Effort Score (CES) of 2. Monitor product quality trends and customer service buzz in Sony's social media channels as well as outside forums to feed product quality, service, with relevant consumer behavior information (Radian6). Gauge competitive landscape and use insights from social networks to plan and analyze market research of relevant social media channels. Gather requests from relevant business groups to create necessary business analytics reports (marketing and customer service).
Responsible for the planning, coordination, execution and maintenance of Sony's Parts Quality Assurance system in the US, Brazil and Mexico Manufacturing Plants.
Designed and implemented processes and systems for the VAIO service repair and refurbishment operations.
Monitor quality performance of printed circuit motherboards, sheet metal and power supply suppliers through Control Plans and Capability Analysis, which minimized the rejections on the manufacturing floor.
Responsible for new product startup and transition to high volume production of Sony VAIO computers.
High volume manufacturing, coordinated activities and new model introduction with design, process, manufacturing, test, marketing, safety and quality groups, which resulted in a fast delivery of prototypes and product to the customers.
Sonia Farace is a believer that technology can be used to transform the way our personal brand and leadership style is delivered. With 17 years in the industry and a career that includes operational and business positions in manufacturing, quality, refurbishment and customer service at Fortune 500 companies, Sonia knows that applying the same principles of business marketing in our personal development coupled with technology is just the beginning. Sonia utilizes the technology, social media tools and leadership models to encourage and empower individuals to excel in their professional careers and boost their personal brand.
Masters of Science in Executive Leadership
Concentration: Certified in Operations and Resource Management
Bachelor in Science
Concentration: Industrial Chemical Engineering
Business, Management, Leadership, Human Resources, Applied Behavioral Science, Neuroscience, Education, e-Learning, Innovation, Social Media
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