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Rodney Robin Banut

@rodneyrobinbanut

Quality Analyst at TaskUs who audited FinTech support interactions and configured Maestro QA workflows for quality monitoring.

Philippines

Message

At TaskUs, I audited chat and email interactions for a FinTech cashback account, reviewing service quality, accuracy, and policy compliance. I also handled customer email tickets during high-volume periods and investigated concerns involving missing cashback, card linking, and transaction tracking.

I analyzed CSAT/DSAT results and recurring complaints to identify service gaps, and collaborated with Operations, Training, and client stakeholders to address customer pain points. I also coordinated audit allocation and configured workflows in Maestro QA to support quality monitoring.

Experience

Work history, roles, and key accomplishments

Quality Analyst – FinTech Program

TaskUs

Oct 2023 - Sep 2026 (2 years 11 months)

Audited chat and email customer interactions to evaluate service quality, accuracy, and policy compliance. Handled email support tickets during high-volume periods and reviewed complex cases involving cashback, card-linking, and identity verification.

Zendesk MaestroQA Quality Auditing Customer Experience Root Cause Analysis CSAT DSAT Analysis Documentation Workflow Management

Customer Service Representative – FinTech Program

TaskUs

Apr 2023 - Oct 2023 (6 months)

Provided email-based customer support for cashback claims, missing rewards, and payment concerns. Investigated customer concerns by reviewing account activity and transaction details, and explained policies and resolution options.

Email Support Customer Service Problem Solving Policy Interpretation Documentation

Content Moderator – Trust and Safety

TaskUs

Mar 2022 - Apr 2023 (1 year 1 month)

Reviewed user-generated content and platform activity to identify policy violations and suspicious activity. Applied platform policies and documented moderation decisions consistently to support a safe digital environment.

Content Moderation Policy Interpretation Attention To Detail Decision making Escalation Management

Customer Service Representative – Healthcare

Teleperformance

Sep 2021 - Mar 2022 (6 months)

Provided phone-based customer support to Prescription Drug Plan beneficiaries regarding plan coverage and prescription benefits. Verified customer identity and eligibility, and assisted with complex inquiries while maintaining professionalism and accuracy.

Phone Support Healthcare Customer Support Customer Service Identity Verification Documentation

Independent Online Seller

Self-Employed

Promoted products through Facebook and Messenger, managed customer inquiries, and coordinated with warehouse suppliers for product availability and pickups. Generated personal income while supporting educational expenses.

Online Selling Social Commerce Client Communication Order Management Supplier Coordination