Diane Santiago
Houston,TX
Summary
Bilingual customer service professional with leadership, coaching, and mentoring experience in high-volume customer service environments. Recognized internally as a Subject Matter Expert trusted to support new hires, reinforce quality standards, assist leadership teams, and coach peers for performance improvement. Known for accountability, communication, teamwork, and delivering excellent customer experiences.
Overview
14
14
years of professional experience
Work History
Bilingual Customer Service Representative / Subject Matter Expert
CenterPoint Energy
Houston, TX
09.2023 - Current
- Consistently meet performance, quality, and attendance goals in a fast-paced call center environment
- Serve as a trusted Subject Matter Expert supporting both new hires and tenured agents
- Provide real-time coaching, call guidance, and process support to improve agent confidence and performance
- Assist leadership with reinforcing policies, procedures, quality standards, and customer service expectations
- Support agents transitioning back to calls by providing mentorship, guidance, and workflow assistance
- Assist with escalated customer concerns while maintaining professionalism and empathy
- Maintain detailed and accurate CRM documentation
- SME & Coaching Support: 2025–2026
Produce Team Trainer
Whole Foods Market
Houston, TX
06.2021 - 11.2023
- Delivered and tracked team training initiatives aligned with company standards
- Coached and mentored team members to improve performance and department readiness
- Partnered with leadership to support onboarding and operational success
- Reinforced accountability, communication, and customer service expectations
Team Member
Whole Foods Market
Houston, TX
05.2012 - 06.2021
- Supported daily operations, merchandising, inventory control, and customer satisfaction
- Demonstrated reliability, initiative, teamwork, and strong customer service skills
Education
High School Diploma - undefined
Houston Community College
Houston, TXSkills
- Subject Matter Expert (SME) Support
- Coaching & Mentorship
- Team Leadership
- New Hire Training & Onboarding
- Quality & Compliance Reinforcement
- Escalation Support
- Performance Coaching
- CRM Documentation
- Bilingual: English & Spanish
- SAP CRM
- BRIA Enterprise
- NOW Technology
- Microsoft Office
Timeline
Bilingual Customer Service Representative / Subject Matter Expert
CenterPoint Energy
09.2023 - Current
Produce Team Trainer
Whole Foods Market
06.2021 - 11.2023
Team Member
Whole Foods Market
05.2012 - 06.2021
High School Diploma - undefined
Houston Community College