Donna Thea Gatapia Email & Phone Number

Davao, Davao Region, Philippines

•Created and implemented an automated workflow for prompt detection of quality system failures, significantly reducing quality-related losses• Ensures quality system failures are recorded within 24 hours and investigations are completed within 90 days• Initiates investigation of customer-related product incidents and complaints by working with a cross-functional team• Drive the successful resolution of Corrective and Preventive Actions (CAPA) by pinpointing root causes and recommending effective corrective and preventive measures in response to product-related customer complaints• Conducts on-site verification of flow process diagrams and review the implementation of processes and controls for quality and consumer safety • Initiates process capability studies to identify improvement opportunities that enhance product quality and optimize costs.• Performs quarterly audits to ensure production lines adhere to GMP requirements and standards.• Engages in annual supplier audits based on supplier compliance to ensure conformance to ISO 22000:2018 Food Safety Management System and other regulatory requirements. • Established Standard Operating Procedures (SOPs), Work Instructions (WI), Forms, and other necessary support documents for a new production line. • Participates in monthly food safety meetings to discuss quality-related issues and concerns• Performs physicochemical and sensory evaluations of in-process and finished products according to specified test methods and SOPs• Evaluation of raw and packaging materials upon receipt of delivery and before production use.

Davao, Davao Region, Philippines

• Conducted an intensive literature review on different small and industrial-scale waste valorization techniques for organic kitchen wastes.• Proposed alternative methods of upcycling organic wastes using living organisms such as black soldier flies.

Davao, Davao Region, Philippines

• Provided customer support via phone and email to answer inquiries, and promptly resolve issues and complaints.• Utilized active listening and critical thinking skills to provide tailored solutions to concerns, increasing customer satisfaction with minimal escalation. • Managed vendor relations to settle issues on delayed and unmet orders.Key Achievement:• Consistent high CSAT rating for excellent customer handling leading to high customer satisfaction and retention.

Davao, Davao Region, Philippines

• Assisted customers in purchasing suitable products tailored to their specific needs and wants through intense product knowledge.• Utilized CRM Software to place and track orders, store customer information, keep records of transactions and customer interactions.• Recognized as a top performer among all seasonal hires for constantly exceeding sales target by converting inquiries into sales through upselling and cross-selling.• Received positive feedback with a daily average of 95% CSAT score for excellent service delivery resulting in increased customer satisfaction.