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REENA G. — Mid-Level Customer Operations Specialist from Philippines

REENA G.

Mid-Level Customer Operations Specialist

Philippines 6+ years
Open to offersNew to Platform
Languages
English
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About

Reena G. is a seasoned professional specializing in customer service and operations, with over a decade of experience primarily focused on the RV and auto rental industry. As a Business Implementation Specialist at Outdoorsy's Wheelbase platform, she successfully supported the onboarding of rental businesses across the US, Canada, UK, Australia, and New Zealand. Known for her comprehensive expertise, Reena efficiently managed complex issues related to RV rentals, including maintenance, disputes, and regulatory challenges. Her role involved extensive collaboration with internal teams to resolve technical, operational, and payment-related issues. Previously, Reena honed her skills as a Quality Analyst at TaskUs Inc., where she was instrumental in quality assurance, performance evaluation, and process improvement. Furthermore, her background as a Fraud Analyst Agent with Concentrix enabled her to prevent fraud and support compliance, enhancing business operations. She is adept in using tools like Zendesk, HubSpot, and Jira to streamline workflows and optimize productivity.

Experience

  • BUSINESS IMPLEMENTATION SPECIALIST

    OUTDOORSY | WHEELBASE · 2021 — 2026
    Supported the onboarding and implementation of RV and auto rental businesses onto the Wheelbase platform across multiple regions including the US, Canada, UK, Australia, and New Zealand. Acted as a key resource for rental companies, offering insights into various RV rental aspects. Addressed complex challenges related to maintenance issues, disputes from renters, and regulatory compliance. Assisted vehicle owners with setting up accounts and configuring the platform according to their requirements. Guided them through the onboarding process to ensure all rental operations were set up properly. Provided support and troubleshooting for platform-related issues including bookings, payments, and rental management. Helped owners arrange vehicle listings, set rental policies, and establish pricing and availability while investigating and resolving escalated issues impacting owners and renters. Coordinated with internal departments to address technical, operational, payment, and account-related concerns and escalated intricate issues as required.

  • QUALITY ANALYST

    TASKUS INC · 2018 — 2021
    Reviewed and assessed customer interactions spanning calls, chats, and emails to ensure alignment with client standards and operating procedures. Conducted one-on-one coaching sessions with agents, providing feedback on performance strengths and areas needing improvement. Identified performance trends and common errors to address root causes. Facilitated meetings with operations and training teams to align scoring and evaluation criteria. Created performance dashboards and shared Voice of the Customer (VoC) insights with stakeholders to promote ongoing process enhancements.

  • FRAUD ANALYST AGENT

    CONCENTRIX · 2012 — 2018
    Delivered expertise in customer service, focusing on fraud prevention and quality analysis to support business compliance. Trained and mentored team members on quality benchmarks, enhancing their performance and overall client satisfaction. Analyzed fraud cases and devised preventive strategies to minimize risks. Collaborated with various teams to manage escalations and improve customer experience.

  • EMAIL MARKETING SPECIALIST

    FOOD DELIVERY IN UK | TASKUS INC · 2012 — 2018
    Developed and maintained customer email lists while ensuring data accuracy. Created promotional campaigns targeting food offers and discounts, seasonal promotions, and new menu items. Sent reminder emails for abandoned carts and incomplete orders while following up post-purchase to gather feedback and encourage repeat business. Coordinated with restaurant partners and various internal teams to ensure the accuracy of promotions and messaging, and responded to customer inquiries related to email promotions and discounts.

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