RICHARD MARGAHA
Quezon City
Summary
Energetic with 6 years' experience in Technical Support and 2 years Customer expert providing a high-level by addressing customers need, Dedicated and focused that excels at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Hardworking and passionate. Ready to help team achieve company goals. Adept at handling multiple tasks efficiently and accurately, exhibiting professionalism and maintaining confidentiality at all times.
Overview
15
15
years of professional experience
Work History
Customer Expert
Delta Airlines - Teleperformance
02.2024 - Current
- Respond to customer inquiries about flights, booking, and policies via messaging channels.
- Provide real time updates on delays, cancellations, and rebooking options.
- Support customer with SkyMiles loyalty program questions, upgrades, and benefits.
- Handle complaints and service recovery with professionalism and escalating complex issues when necessary.
- Maintain delta’s brand voice: courteous, clear, and solution-oriented.
- Document interactions accurately in Delta’s customer service system.
- Collaborate with cross-functional teams to resolve customer concerns efficiently.
Subject Matter Expert SME
AT&T UVERSE Teleperformance
11.2023 - 01.2024
- Identified and reported trends in customer complaints to improve products and prevent future complaints.
- Provided feedback on product or service improvements to better meet customer needs and expectations.
- Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Escalated customer issues to management for appropriate action to be taken.
TSR / LOYALTY GROUP
DIRECTV STREAM Teleperformance
03.2020 - 09.2022
- Developed product demonstrations and resourceful presentations for customers.
- Developed new strategies for customer retention.
- Provided excellent customer care by responding to requests, assisting with product selection and functions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Managed timely and effective replacement of damaged or missing products.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Technical Support Representative
AT&T UVERSE Teleperformance
03.2018 - 07.2020
- Managed high levels of call flow and responded to technical support needs.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
Executive Secretary
Al Zamil Heavy Industries Ltd
10.2015 - 11.2017
- Direct reporting to the CEO & provide support to the Operations and Manufacturing Director.
- Assist in planning and preparation of meetings, conferences and conference telephone calls.
- Uses automated office systems to prepare letters, memoranda and reports.
- Maintains the general filing system and file all correspondence.
- Receive, direct and relay telephone call messages and fax messages.
- Generated issuance of invoices using automated system to be printed and submitted to the clients.
- Coordinates all travel arrangements such as Travel visit visas, Hotel Bookings and Airline Tickets to the top Management if required.
- Provide support to the Document Control Center (DCC).
- Issuance and distributions of the revised or approved engineering drawings to the Clients, QA/QC department, Expeditors, Production department and other related documents.
Executive Secretary
Arifco Plastic Factories Co., Ltd
06.2011 - 08.2015
- Direct reporting to the CEO/General Manager and Asst General Manager.
- Addressed client queries and offered recommendations.
- Supported in maintaining schedule, proofreading documentation, and executing special projects.
- Bolstered efficiency through organizing records and maintaining extensive client database.
- Generated client invoices and reported delinquent accounts.
- Praised for multi-tasking abilities and timely issue resolution.
- Maintaining confidential files and other material essential for use by the CEO.
- Opens and screens mail addressed to the CEO, answers routine mail independently and routes other mail with background material as necessary.
- Maintains all files for the CEO, ensuring that material is properly
Education
Operations Management
Advance Learning Interactive Online System
ParkMore, Galway06-2015
Associate In Computer Science - Computer Networking
Saint Columban College
Pagadian CitySecondary - undefined
Zamboanga Del Sur National High School
Pagadian CitySkills
- Time Management
- Excel spreadsheets
- Results-oriented
- Resourceful
- Technical issues analysis
- Issue troubleshooting activities
- Ticket support system
- Complaint resolution
- Technical documents comprehension
- Account management
- Microsoft Outlook
Timeline
Customer Expert
Delta Airlines - Teleperformance
02.2024 - Current
Subject Matter Expert SME
AT&T UVERSE Teleperformance
11.2023 - 01.2024
TSR / LOYALTY GROUP
DIRECTV STREAM Teleperformance
03.2020 - 09.2022
Technical Support Representative
AT&T UVERSE Teleperformance
03.2018 - 07.2020
Executive Secretary
Al Zamil Heavy Industries Ltd
10.2015 - 11.2017
Executive Secretary
Arifco Plastic Factories Co., Ltd
06.2011 - 08.2015
Associate In Computer Science - Computer Networking
Saint Columban College
Secondary - undefined
Zamboanga Del Sur National High School
Operations Management
Advance Learning Interactive Online System