Romilly Hagan
Belfast
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
11
11
years of professional experience
Work History
Clinic Manager
Merchant City Medical Group, Belfast
03.2024 - 06.2025
- Managing the clinic on a daily basis, ordering and counting medication/equipment, organising staff shifts, opening and closing, overseeing maintenance of Health and Safety installations, receiving deliveries and disposal of clinical waste.
- Managing staff annual leave, organising patient/staff travel and accommodation when required, working alongside the Doctor and Consultant to arrange appointments.
- Responding to and de-escalating complaints whilst providing reassurance and knowledge to patients.
- Working with the team in Glasgow and assisting with their workload, patients and managerial duties Mondays and Fridays.
- Enforced maintenance of clean and organized work environment in compliance with safety and sanitation regulations.
- Coordinated with healthcare professionals to verify proper implementation of patient treatment plans.
- Budgeted for resources to control expenditure and maximize profits.
- Leveraged patient feedback and performed continuous process improvements to streamline day-to-day business operations and patient satisfaction.
SME Quality Analyst - Training and Quality Department
HCLTech, Belfast
01.2021 - 03.2024
- Internal auditing of call and email transactions.
- Identifying areas of improvement for agents and providing detailed feedback and coaching. Recognising and crediting consistency, excellence and progress.
- Ensuring adherence to company policies and procedures.
- Bi-monthly client meetings to calibrate our collective approach to Quality Analysis.
- Started as a call agent, progressed to email agent with more clients and subsequently earned a promotion within one year to Quality Analyst.
- Providing support and knowledge to agents and new employees.
- Responsible for overseeing the transition of new starts from training to production.
- Handling escalations.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Generated reports detailing findings and recommendations.
Trainer (Interim)
HCLTech, Belfast
05.2022 - 09.2022
- Responsible for joining paperwork, contracts and liaising with HR and recruitment.
- Setting up laptops with relevant programs and organising sign in credentials for the new joiners.
- Creating a new training program for a seasonal client, including PowerPoints, daily tests, certification tests, worksheets and activities.
- Facilitated virtual, in-person and blended learning sessions for training groups varying in size between 4–12 people.
- Analyzed and evaluated training effectiveness and program outcomes.
- Developed and implemented successful onboarding program.
Customer Service Representative
TTEC, Belfast
07.2018 - 12.2020
- Handling incoming customer service calls, emails, chats.
- Dealing with complaints over the phone and resolving complaint cases.
- Managing my workload to reach my daily targets.
- Working as part of a team for the UK market and the European campaign as a whole.
- Point of contact for colleagues and any new starts concerning product knowledge and complaint handling.
- Assisted with Quality monitoring for the UK and French teams.
English Language Teacher
Erasmus, Dijon, France
09.2014 - 06.2015
- Teaching French students between the ages of 15-22
- Taught English Language and followed the French curriculum closely.
- Preparing the students for their end of year exams.
- Creating lesson plans and training material.
- Working with other teachers to supplement the students' learning.
- Delivering lectures on Irish History, poetry analysis and aspects of UK culture.
- Became fluent in French through living and working in an area where English was not widely spoken.
Education
BA Degree - English and French Joint
Queen's University Belfast
Belfast06.2016
Skills
- Problem solving, coaching and feedback, research, creation and consolidation of training material, teaching, analytical skills, fluent in French, presenting skills, writing skills, able to work independently or as part of a team, resolution focused, conflict management Management skills Business marketing skills
Timeline
Clinic Manager
Merchant City Medical Group, Belfast
03.2024 - 06.2025
Trainer (Interim)
HCLTech, Belfast
05.2022 - 09.2022
SME Quality Analyst - Training and Quality Department
HCLTech, Belfast
01.2021 - 03.2024
Customer Service Representative
TTEC, Belfast
07.2018 - 12.2020
English Language Teacher
Erasmus, Dijon, France
09.2014 - 06.2015
BA Degree - English and French Joint
Queen's University Belfast
Qualifications, other training and experience
- Qualification to teach English as a foreign language (TEFL)
- HSE Committee Member
- First Aid trained
- Dignity at Work Advisor training
- Full driving licence
- IT skills, proficient in Word, Excel, PowerPoint, client database systems and many other programs
- Owner of a small celebration cake business