Advisory Board Member Profile
World Financial Group
Financial Services Professional
Areas of Expertise
Customer Experience Strategy,Your Customers, Their Journey,Customer-Focused Innovation,Customer First Culture,Principles of Customer Relationship Building,Customer Experience Functional Alignment,Customer Experience in your Organization-Navigating Politi
My name is Sonia Aldana. I have been in the service industry for a little over 21 years. I started my career and built my Customer Service skills in the food and beverage industry. In my 16 years of bartending and food service I've had the opportunity to develop many CX skill sets working in high volume bartending including concerts, nightclub, country club and private events. Working directly with the customer creating a high standard for customer satisfaction.
Gaining the knowledge and understanding the dynamics that go into creating those environments by learning all the details in the front end and back end of the business from proper training of bartenders, proper mixology techniques, building creative menus, proper food & drink pairing, inventory control, food & drink safety certification, POS transaction training and coordinating events, etc... These were the building blocks for developing a strong leadership role to help build and grow consistent revenue. In 2014 I stepped into the role of Customer Service Trainer for a major retailer.
My role was to help bring the company culture and standard of CS to all associates. The training role included relationship building & selling skills, product knowledge, omni store and POS system among other areas of day to day functions. I lead the Bridal Registry and College Pack & Hold programs. Coordinated events for these programs that build strong customer base including building relationships with surrounding high schools to grow a successful College P&H program. In April of 2019 I began my career in financial services with WFG.
In my role as an associate with this firm I have been able to apply these skills and help clients, educating them on the importance of financial literacy. With our mission statement of "No Family Left Behind," I am bringing my leadership & CX skills to train, mentor and build strong and successful entrepreneurs in the business that value the importance of what we do for clients.