Richlee Magno

Experience

• 

  Totally Rorree

  Jun 2015 - Dec 2015

  Virtual Assistant

  http://www.totallyrorree.com/Responsible for the overall Social Media Marketing of Totally Rorree

• 

  Teleperformance Philippines

  Oct 2015 - May 2016

  Customer Service Consultant- TSR/CSR
• 

  Sutherland

  Jul 2016 - Oct 2018

  -Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within Blackboard account-Provides structured and timely recommendations; verbal and/or written feedback to Agents, Team Manager and Supervisor-Performs mock calls with new hires post-training to determine readiness for moving into support-Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities-Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all Blackboard teams and sites-Uses Blackboard tools to gather data and analyze trends or patterns affecting quality-Collaborates with call quality team members remotely to identify and streamline processes and implement process standards that enhance service delivery and the customer experience Show less -Answering phone calls and emails, responding to customer questions and complaints within their Blackboard accounts-Walking customers through basic troubleshooting or setup processes in their account -Keeping records of customer interactions, transactions, comments, feedback and complaints-Resetting their accounts password with prior authentication and with discretion-Maintaining a positive, empathetic and professional attitude toward customer at all times-Ensure customer satisfaction and provide professional customer support Show less

  • Virtual Team Manager

    Mar 2018 - Oct 2018

  • Subject Matter Expert

    Dec 2017 - Mar 2018

  • Virtual Quality Analyst

    Jun 2017 - Dec 2017

  • Blackboard Consultant / Advisor

    Jul 2016 - Jun 2017
• 

  RKH Qitarat

  Jul 2020 - May 2021

  Providing world class customer service by maintaining positive, empathetic and professional attitude towards passengers at all timesResponding promptly to inquiries and being highly knowledgeable when providing informationCompetent to work across multiple station sectors or lines while meeting all required keyperformance indicatorAcknowledging and resolving passengers complaints in efficient mannerSupport security staff and station masters during service is degraded or emergency mode toexecute necessary measures according to standard operating policiesProcessing manual refund forms, applications, and requests while keeping records of eachand every transactions and interaction Show less Re-built Permit-To-Work Planning dashboard and presentation to submit on a timely manner for weekly and/or monthly meeting with managementConceptualized the Permit-To-Work Inspection data via excel spreadsheet to use for the PTW Planning audit led by Qatar Rail with successful resultData collection from contractors Look Ahead Plan to transfigure into ICC FPAS system and Station Master's fileResponsible for eliminating all expired permits and inaccurate PTW numbers in the systemModified Look Ahead Plan format to reduce multiple spreadsheets received and wipe out dataredundancy coming from contractors to reduce complaintsResponding to complaints via duty phone, emails, chat to rectify the concern swiftly Show less

  • Customer Experience Agent

    Jan 2019 - May 2021

  • Permit To Work Support

    Jul 2020 - Nov 2020
• 

  Alwajba Trading Services & Advertising Co.

  May 2021 - Sept 2021

  Information Technology Specialist

  Providing direct support to users across the organization. This can include helping ff:• Provide technical support to end users covering setting up all software and hardware related issues.• Diagnosing connectivity or data access problems• Answering questions about hardware or software• Helping users access shared drives and devices• Design, specify, configure, and install analog and digital CCTV systems• Troubleshoot cameras, DVRs, NVRs, computers, peripherals, and other hardware Show less

• 

  American Academy School Qatar

  Oct 2021 - now

  Human Resources Assistant

  A certified professional who handles daily administrative and HR duties for organizations, especially supporting the HR Manager or Coordinator with recruitment, record maintenance, and payroll processing, as well as providing clerical support to all employees.• I work independently under general direction, supporting internal and external HR-related concerns. • My responsibilities include performing daily administrative and HR duties such as recruitment and record maintenance for attendance and payroll processing at the end of each month• I also generate daily and periodic audits of staff duty allocation, attendance and punctuality, as well as employee records, ensuring their accuracy and integrity in the database• Additionally, I collect, update, and compile employee records, conduct updates, exports, imports, clean-ups, and research and report on any data discrepancies to increase functional productivity and workflow of the school's HR department• I handle problems and non-routine situations by determining the approach or action to take, interpreting guidelines, procedures, policies, and practices prior to reporting Show less