Mary Grace Pascual

MARY GRACE PASCUAL VIRTUAL ASSISTANT | QUALITY ASSURANCE SPECIALIST | DATA ENTRY & ADMINISTRATIVE SUPPORT | CUSTOMER SUPPORT & EMAIL HANDLING | SMM Professional Summary Dependable professional with 9+ years of experience in Quality Assurance, Data Entry, Administrative Support, and Customer Service. Skilled in auditing, reporting, and workflow optimization, with proven success in both corporate BPO and remote freelancing environments. Beginner-level experience in social media content posting and organization, supported by strong skills in email/chat handling, data accuracy, and record management. Detail-oriented, process-driven, and eager to grow in Virtual Assistance and Social Media Management while delivering reliable and efficient support. Skills & Tools Quality Assurance & Support: Auditing, compliance monitoring, performance scorecards, customer email/chat handling Data & Reporting: Google Sheets & Excel reporting, dashboard creation, service level monitoring, record management E-commerce & VA Support: Shopify, Gorgias, Aircall, ReturnLogic, ShipStation, Richpanel, Talkdesk, documentation, workflow organization Collaboration & Communication: Slack, Zoom, Google Meet, Microsoft Teams, Gmail, Outlook Beginner-Level Tools: Canva, Trello, Gumroad, Facebook Ads, YouTube Studio, Kindle Create (eBook writing), SEO Professional Experience Quality Analyst | Nano Hearing Aids Tech LLC (Remote) |- Audited calls, chats, and emails weekly to ensure compliance and identify improvement opportunities. Designed automated dashboards & scorecards in Google Sheets, reducing reporting time by 80%. Built standardized QA monitoring forms to maintain fair, consistent audits across remote teams. Created real-time KPI tracking systems, boosting accountability and team performance. QA Associate | Alorica – Amazon US Retail (BPO)|- Audited customer interactions, reducing repeat contacts and escalations. Built team performance dashboards in Excel to monitor agent progress and enable coaching. Partnered with leaders to raise CSAT and compliance scores through QA insights. Customer Service Associate (Email, Chat, Voice) | Alorica – Amazon US Retail | Nov 2015 – May 2016 Assisted U.S. retail customers with account, product, and technical inquiries. Identified recurring issue patterns and reported them for process improvement. Office Admin Staff | Private Company | April 2008 – Sept 2015 Handled data entry, document management, and administrative coordination. Maintained accurate records and supported daily office operations. Education B.S. Information Technology STI Sta. Maria College (2005) Additional Information Wo r k S e t u p : F u l l W F H s e t u p w i t h r e l i a b l e i n t e r n e t + b a c k u p c o n n e c t i o n . Strengths: Detail-oriented | Process-driven | Quick learner | Dependable under deadlines.