Lady Vallery Gravino

LADY VALLERY GRAVINO Address: Mobile: E-mail: Brgy Marilag, Proj. 4, Quezon City, Philippines, 1109 (-- PROFESSIONAL SUMMARY Quality Assurance Analyst with extensive experience in customer support, quality monitoring, and administra ve roles, complemented by a background in accoun ng and treasury. Proven success in enhancing customer interac ons, resolving issues, and maintaining high service standards. Pro cient in Google Suite, Microso 365, Opera onal CRM, and e-commerce pla orms. Results-driven, adaptable, and commi ed to contribu ng to organiza onal success. WORK EXPERIENCE Curated Inc. • Quality Assurance Analyst (Remote) January 2023 - March 2025 Responsible for monitoring and evalua ng customer support interac ons via chat and email. U lizes Looker Studio, Google Suite, and Microso 365 to analyze performance data and generate daily, weekly, and monthly reports. Conducts coaching and calibra on sessions to ensure team alignment with quality standards and improve overall customer sa sfac on. Focuses on con nuous process improvement and supports the development of best prac ces for customer support opera ons. • Customer Support Specialist (Remote) November 2021 - January 2023 Assist customers with order-related inquiries and issues. Used Opera onal CRM and Freshdesk to manage and resolve support ckets e ciently. Experienced with ecommerce pla orms such as Shopify and Ware2Go to track orders, coordinate with merchants, experts, and couriers, and ensure mely and accurate order ful llment. Focused on delivering excep onal customer service and maintaining seamless communica on between all par es to enhance the customer experience. O erToro Ltd • Customer Support (Remote) April 2018 - September 2021 Assist customers with inquiries about site deposits and resolve account issues with minimal supervision. At the end of each day, I escalate unresolved issues and provide an end-of-day report to the next team member. • Lead Genera on Specialist (Remote) July 2017 - April 2018 Conduct research for poten al clients who are interested in mone zing their app/websites. Manage and update lead informa on in Google Sheet. Sends proposals to prospects and hando posi ve leads to Sales team. Alorica Philippines Inc. • Customer Service Representa ve (Horizon Blue Cross Blue Shield of New Jersey) Northgate Cybezone, Alabang, Mun nlupa City October 2016 - July 2017 As a customer representa ve for Horizon Blue Cross Blue Shield of New Jersey, I assist healthcare professionals with pa ent insurance eligibility inquiries and provide updates on claims. I communicate with doctors, assistants, and collec on o ces, honing my skills in professionalism and accuracy. Teleperformance • Customer Service Representa ve (Cricket Wireless) Santana Grove, Dr. A. Santos Ave., Parañaque City April 2016 – October 2016 Provide customer support by addressing account concerns, processing bill payments, and resolving technical issues related to mobile and data connec ons. MotoWorld Trading • Accoun ng Associate (AR) Bagumbayan, Quezon City May 2015 – March 2016 Audit accounts receivable and Daily Sales Reports (DSR) from assigned store branches. Review and verify DSR data, then post Sales Journal entries in Microso Dynamics NAV (Navision) and Oracle. Super 8 Grocery Warehouse • Senior Treasury Assistant Super 8 Branches: Rosario | Sta.Rosa | Libertad May 2014 – December 2014 Responsible for overseeing store cashiers' cash remi ances, ensuring POS sales balance with cash, credit/debit card slips. Encode daily cashier sales and informa on in Oracle. Send end-of-day reports and relevant documents to the head o ce. ti ti ft fi ti ti ft ffi ti ti ti ti ti ti ti ti ti ti ti ti ffi ffi ti ti ti - tf Asian College of Technology BS Informa on Technology ti - ti Metro Business College BS O ce Administra on tt ti ti ti ti ti ti ti ti ti ti ti ti ff ft tf ti ti ti ti ffi fi ff College tt EDUCATION