Open to opportunities

Victor Mulli

@victormulli

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Customer-focused Technical Support Specialist with 4+ years of experience.

United States

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What I'm looking for

I seek a role that fosters growth and values customer-centric solutions.

As a dedicated Technical Helpdesk Agent with over four years of experience, I specialize in providing exceptional customer service and technical support. My background includes extensive work in call centers and remote support, where I have honed my skills in troubleshooting internet connectivity and networking issues. I am adept at managing high-volume support requests through various channels, ensuring that every customer interaction is handled with care and professionalism.

Throughout my career, I have demonstrated a commitment to optimizing workflows and enhancing team performance. My role as a Caseworker at Church World Service involved conducting over 300 resettlement interviews with a remarkable 95% documentation accuracy rate. I successfully implemented process improvements that reduced case processing times by 20% and trained new staff to ensure operational efficiency. My ability to analyze and streamline processes has consistently led to increased throughput and reduced errors in case management.

In addition to my technical skills, I possess strong leadership and communication abilities, which have been instrumental in my success in customer service roles. I have a proven track record of increasing customer acquisitions and retention rates through effective problem-solving and customer engagement strategies. I am passionate about leveraging my expertise to contribute to a dynamic team and drive operational excellence.

Experience

Work history, roles, and key accomplishments

Current

Technical Helpdesk Agent

Current

Church World Service/ RSC Africa

May 2023 - Present (2 years 1 month)

Customer-focused Technical Support Specialist with over 4 years of experience in call centers and remote customer support. Expertise in troubleshooting internet connectivity and CRM systems, while ensuring exceptional service delivery and optimizing workflows.

Technical Support CRM Systems Call Center Operations Customer Service Problem Solving Communication Quality Control Process Optimization

Current

Music Tutor

Current

The Clef Hub Music Academy

Aug 2016 - Present (8 years 10 months)

Provided music tutoring services, enhancing students' musical skills and knowledge. Developed personalized lesson plans to cater to individual learning needs.

Music Education Lesson planning Student Engagement Communication Curriculum Development Mentoring

Senior Case Processing Assistant

Church World Service/ RSC Africa

Aug 2022 - May 2023 (9 months)

Led workflow optimization and managed case processing for resettlement interviews, achieving high documentation accuracy and reducing processing errors. Trained new staff and enhanced logistics efficiency.

Workflow Optimization Training Quality Control Documentation Logistics Problem Solving Communication Team Leadership

Case Processing Assistant

Church World Service- RSC Africa

Apr 2021 - Aug 2022 (1 year 4 months)

Assisted in case processing for resettlement interviews, ensuring high documentation accuracy and quality checks. Contributed to operational improvements and staff training.

Documentation Quality Control Training Communication Problem Solving Logistics Data Management Team Collaboration Process Improvement

Customer Service Sales Representative

Multichoice Kenya

Sep 2018 - Mar 2022 (3 years 6 months)

Increased customer acquisitions and managed high volumes of orders while maintaining a high accuracy rate. Resolved customer inquiries effectively, achieving a high satisfaction score.

Customer Acquisition Order Management Order Inquiries Problem Solving Communication Sales Upselling Data Management Customer Retention

Marketing Assistant

Pan Africa Christian University

Apr 2018 - May 2018 (1 month)

Assisted in marketing initiatives and campaigns, contributing to brand awareness and outreach efforts. Supported the marketing team in various administrative tasks.

Marketing Brand Awareness Communication Administrative Support Team Collaboration Research Social Media Management Event Coordination

Library Associate

Pan Africa Christian University

Mar 2015 - Aug 2015 (5 months)

Supported library operations by assisting students and faculty with research and resource access. Maintained library records and ensured a conducive learning environment.