Open To Work
Reena Gatpatan
Customer Service VA
Imus, Province Of Cavite
Work Preference
Overview
17
17
years of professional experience
Work History
BUSINESS IMPLEMENTATION SPECIALIST
OUTDOORSY
Austin, Texas
06.2021 - 09.2026
- Coordinated onboarding support for RV and auto rental businesses onto Wheelbase platform across United States, Canada, United Kingdom, Australia, and New Zealand.
- Streamlined account setup platform configuration and implementation requirements for RV and auto owners.
- Resolved escalated issues affecting owners, renters, bookings, and rental operations for smooth operations.
- Worked cross-functionally with product engineering, payments operations, and customer support teams to resolve complex cases.
- Coordinated client onboarding for reservation payment processes and fleet-management workflows.
QUALITY ANALYST
TASKUS INC
Imus, Philippines
12.2018 - 05.2021
- Evaluate calls, chats, and emails by comparing customer interactions against client scorecards and standard operating procedures.
- Lead one-on-one sessions with agents to showcase strengths, remediate performance gaps, and reinforce brand voice.
- Analyzed agent performance trends, patterns, and recurring errors across customer complaints to address underlying issues.
- Coordinated alignment meetings with operations and training teams to ensure uniform scoring and evaluation standards.
- Developed performance dashboards and distributed voice of the customer (VoC) data to stakeholders to support ongoing continuous process improvement.
EMAIL MARKETING SPECIALIST
TASKUS INC
06.2012 - 11.2018
- Develop promotional campaigns for food offers, discounts, new menu items, seasonal promotions, and special events.
- Send abandoned-cart and incomplete-order reminder emails.
- Sent post-order follow-up emails to gather customer feedback and drive repeat purchases.
- Respond to customer inquiries related to email promotions, discount codes, vouchers, and campaign offers.
- Managed food delivery operations in the UK to ensure timely service.
Technical Support Agent
CONCENTRIX
12.2009 - 05.2012
- Resolved mobile device technical issues affecting wireless services network connectivity, including calls and SMS/MMS and mobile data and network concerns.
- coordinated new-line activations, plan changes, upgrades, SIM activations, and number porting requests to ensure seamless customer onboarding.
- Performed account verification while applying technical troubleshooting diagnostics and completing issue resolution.
- Resolved billing and service inquiries with accurate information on wireless plans and features, improving customer satisfaction outcomes.
Education
BA - POLITICAL SCIENCE
Far Eastern University
Skills
Operational Compliance
Project & Task Management
Process Improvement
Client Relations
Time Management & Productivity Optimization
Communication & Collaboration
Virtual Assistance
Onboarding Management
Software implementation
Timeline
BUSINESS IMPLEMENTATION SPECIALIST
OUTDOORSY
06.2021 - 09.2026
QUALITY ANALYST
TASKUS INC
12.2018 - 05.2021
EMAIL MARKETING SPECIALIST
TASKUS INC
06.2012 - 11.2018
Technical Support Agent
CONCENTRIX
12.2009 - 05.2012
BA - POLITICAL SCIENCE
Far Eastern University