Romin Mullings

Supported agents with product knowledge and operational processes, enabling accurate customer resolutions. Coached agents to achieve full productivity and developed training materials to address knowledge gaps. Collaborated with cross-functional teams to enhance agent effectiveness and drive KPIs such as OSAT and one-call resolution.

Designed and conducted training sessions to enhance employees' skills and improve job performance. Developed comprehensive training programs and assessed individual training needs to create tailored plans. Monitored training effectiveness using data-driven insights and reported outcomes to senior leadership.

Managed a team of 20 employees, ensuring operational efficiency and high productivity. Led team meetings, trained new employees, and monitored performance. Developed process improvements and prepared performance reports for senior management.

Gathered information to make technical decisions and evaluated software and hardware performance. Diagnosed malfunctions and scheduled system-wide installations. Contributed to self-help resources to reduce support calls.

Managed incoming phone calls and assessed customer needs to achieve satisfaction. Built relationships with customers and provided accurate information. Handled complaints and ensured resolution while maintaining records of interactions.

Completed a certificate program in Supervisor Management, focusing on developing leadership skills and management techniques applicable in various sectors.

Achieved a high school diploma with a curriculum that included subjects such as English, Biology, Social Studies, Integrated Science, and Food & Nutrition.