Geremias Santiago
Springfield,MA
Summary
Dynamic Training Coordinator at Covenir with a proven track record in developing impactful training programs that enhance employee performance. Skilled in coaching and mentoring, I successfully streamlined onboarding processes, reducing time to productivity by 30%. Adept at utilizing learning management systems to foster a culture of continuous improvement and engagement.
Overview
13
13
years of professional experience
Work History
Training Coordinator
Covenir
Springfield, MA
07.2025 - Current
- Developed training materials to enhance employee onboarding and skill development.
- Coordinated training sessions, ensuring alignment with organizational goals and employee needs.
- Assisted in evaluating training effectiveness through feedback and assessments.
- Managed scheduling of training programs, optimizing resource allocation and attendance.
- Facilitated workshops that promoted team collaboration and skill enhancement.
- Implemented tracking systems for training progress, improving reporting accuracy.
- Collaborated with department leaders to identify training gaps and opportunities for improvement.
- Supported continuous learning initiatives by researching best practices in employee development.
- Maintained accurate records of employee participation in training events, tracking progress towards learning objectives.
- Collaborated with department managers to design customized training plans aligned with organizational goals.
- Provided ongoing coaching and mentoring support for employees seeking professional growth and development.
- Developed engaging instructional materials, including presentations, handouts, and interactive activities.
- Evaluated the effectiveness of training initiatives, making adjustments as needed to optimize results.
- Delivered high-quality classroom instruction using a variety of teaching methods tailored to individual learning styles.
- Promoted a culture of continuous learning within the organization by encouraging employee engagement in training opportunities.
- Facilitated communication between trainers and participants before and after sessions to ensure clear expectations and follow-up support were provided as needed.
- Enhanced employee performance by developing and implementing comprehensive training programs.
- Streamlined onboarding processes for new hires, resulting in reduced time to full productivity.
- Led cross-functional teams comprised of subject matter experts to create collaborative solutions addressing complex organizational challenges through targeted skills development efforts.
- Championed a performance-driven culture by aligning training initiatives with key performance indicators and individual development plans.
- Conducted thorough needs assessments to identify skill gaps and develop appropriate training solutions.
- Implemented mentorship program within training sessions to foster peer-to-peer learning and support.
- Facilitated cross-departmental training sessions to promote better understanding of interdepartmental roles and improve collaboration.
- Achieved significant improvements in employee performance metrics by identifying skill gaps and delivering targeted training programs.
- Enhanced employee engagement and learning retention by designing and implementing interactive training modules tailored to diverse learning styles.
- Coordinated with subject matter experts to ensure training content was accurate, relevant, and up-to-date, improving course effectiveness.
- Improved training outcomes with introduction of competency-based assessments, ensuring that training objectives were met.
- Enhanced onboarding experience for new hires with structured training program that accelerated their time to productivity.
- Tailored training methods to suit remote work environments, enhancing participation and knowledge retention among virtual teams.
- Collaborated with HR to align training initiatives with overall talent development strategies, supporting career progression paths.
- Fostered culture of continuous improvement by soliciting and incorporating feedback from training participants into future sessions.
- Led transition to blended learning approach, combining online self-study with in-person sessions, to accommodate diverse learning preferences.
- Provided coaching and mentoring to employees.
- Facilitated virtual, in-person and blended learning sessions.
- Developed and implemented successful onboarding program.
CSR / Customer Service Representative Ervice
Covenir
Springfield, MA
10.2017 - Current
- Assisted customers with inquiries, providing accurate information and resolving issues efficiently.
- Processed transactions using CRM software, ensuring timely and accurate order fulfillment.
- Collaborated with team members to streamline customer service processes and enhance service delivery.
- Managed customer complaints, employing conflict resolution techniques to improve satisfaction rates.
- Documented customer interactions in system, maintaining comprehensive records for future reference.
- Trained new staff on company policies and customer service protocols, fostering a collaborative environment.
- Analyzed customer feedback to identify trends and recommend process improvements to management.
- Conducted follow-up communications to ensure ongoing customer satisfaction and retention efforts.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Participated in training programs to enhance product knowledge and customer service skills.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Improved resolution time with effective problem-solving for customer complaints.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Increased efficiency and team productivity by promoting operational best practices.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Implemented and developed customer service training processes.
- Cross-trained and backed up other customer service managers.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Identified and resolved discrepancies and errors in customer accounts.
- Provided exceptional customer support via phone, email, and chat platforms.
- Assisted in resolving customer inquiries and complaints efficiently.
- Adapted quickly to new software tools enhancing service delivery.
- Maintained accurate records of customer interactions and transactions.
- Collaborated with team members to improve service processes.
- Developed knowledge of product offerings to assist customers effectively.
- Handled routine tasks independently while supporting team initiatives.
- Ensured compliance with company policies during customer interactions.
Team Leader / Supervisor
Covenir
Springfield, MA
10.2017 - Current
- Led team to achieve operational efficiency through effective resource allocation.
- Developed training materials to enhance staff onboarding and performance.
- Implemented process improvements, reducing workflow bottlenecks and enhancing productivity.
- Facilitated communication between departments to ensure project alignment and timely execution.
- Mentored junior staff on best practices, fostering a culture of continuous improvement.
- Analyzed performance metrics to identify areas for operational enhancement and strategic planning.
- Coordinated cross-functional teams to streamline project delivery timelines and objectives.
- Managed conflict resolution within the team, promoting a collaborative work environment.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Assisted in recruitment to build team of top performers.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
- Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
- Organized professional development workshops, contributing to ongoing growth and expertise of team.
- Enhanced team productivity by implementing efficient task delegation and regular performance evaluations.
- Improved operational workflows, enabling team to handle increased workloads without compromising quality.
- Developed and executed training programs that significantly improved team skills and morale.
- Oversaw quality control measures, maintaining high standards for all project outputs.
- Enhanced communication strategies, ensuring clear and timely information exchange within team and with clients.
- Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.
- Led by example, demonstrating commitment and professionalism that inspired team members to excel.
- Facilitated culture of continuous improvement, encouraging feedback and innovative solutions from all team members.
- Implemented comprehensive reporting system to track team performance and identify areas for improvement.
- Built and maintained strong client relationships, leading to repeat business and referrals.
- Motivated team members to surpass their targets, recognizing and rewarding their achievements.
- Fostered positive work environment, resulting in decreased employee turnover and increased team cohesion.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Defined clear targets and objectives and communicated to other team members.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Coordinated employee schedules, optimizing workforce allocation for peak performance.
- Trained new staff on operational procedures and safety standards, fostering a knowledge-sharing culture.
- Monitored workflow performance metrics, identifying areas for improvement and implementing solutions.
- Conducted regular team meetings to align goals and address operational challenges proactively.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
- Developed comprehensive training program for new hires, significantly reducing learning curve and integrating them into team quickly.
- Fostered culture of continuous improvement, encouraging team to suggest and implement process enhancements.
- Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
Machine Operator
Master Staffing
Worcester, MA
08.2015 - 10.2017
- Operated machinery to ensure efficient production flow and meet operational targets.
- Monitored equipment performance, conducting routine maintenance to minimize downtime.
- Trained new operators on safety protocols and machine operation procedures.
- Implemented process improvements that enhanced workflow efficiency and reduced waste.
CSR / Customer Service Representative
Protocol Expert Global Solutions
Worcester, MA
03.2013 - 06.2015
- Assisted customers with inquiries, providing accurate information and resolving issues efficiently.
- Utilized customer service software to track interactions and ensure timely follow-ups.
- Adapted communication style to meet diverse customer needs, enhancing overall satisfaction.
- Collaborated with team members to develop best practices for handling customer complaints.
- Maintained up-to-date knowledge of products and services to effectively address customer questions.
- Supported training initiatives by mentoring new hires on company policies and procedures.
- Contributed to process improvements that streamlined workflows and reduced response times.
- Analyzed customer feedback to identify trends, informing adjustments in service delivery strategies.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Participated in training programs to enhance product knowledge and customer service skills.
- Improved resolution time with effective problem-solving for customer complaints.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Increased efficiency and team productivity by promoting operational best practices.
- Cross-trained and backed up other customer service managers.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Identified and resolved discrepancies and errors in customer accounts.
- Delivered exceptional customer support through phone and email communication.
- Collaborated with team members to streamline response protocols.
- Assisted in training new employees on customer service best practices.
- Analyzed feedback to identify trends and recommend process improvements.
- Maintained product knowledge to address customer concerns effectively.
Education
High School Diploma -
Stella Marquez High
Salinas, P.R.Skills
Verbal and written communication
Coaching and mentoring
Virtual training
Presentation
Training material updates
Training delivery
Schedule management
Learning management systems
Materials preparation
Leadership training
Schedule coordination
Training facilitation
New hire on-boarding
Employee coaching
Customized training
Needs assessment
Course material creation
Materials organization
Feedback collection
Program management
Performance evaluation
Program implementation
E-learning platforms
Program support
Staff development plans
Training solutions development
Staffing and workflow planning
Employee engagement
New program development
Attention to detail
Documentation and recordkeeping
Clear communication
Relationship building
Employee relations
Critical thinking
Coaching and development
Training program design
Employee interviewing
Orientation and onboarding
Class scheduling
Job skill building
Quality assurance
Employee performance reviews
Compliance training
Training material development
Data entry
Training program development
Leadership development
Training method development
Work coordination
Online training experience
Program monitoring and tracking
Team exercises
Course materials development
Group discussion facilitation
Video conferencing
Assignment delegation
Role playing
Corporate training programs
Virtual learning management
Individualized instruction
Group instruction
Employee surveying
Data organization
Languages
Spanish
Native or Bilingual
Timeline
Training Coordinator
Covenir
07.2025 - Current
CSR / Customer Service Representative Ervice
Covenir
10.2017 - Current
Team Leader / Supervisor
Covenir
10.2017 - Current
Machine Operator
Master Staffing
08.2015 - 10.2017
CSR / Customer Service Representative
Protocol Expert Global Solutions
03.2013 - 06.2015
High School Diploma -
Stella Marquez High