Hi, I’m
LADY VALLERY GRAVINO
QA Analyst
Quezon City
Overview
11
years of professional experience
Work History
Curated Inc.
Quality Assurance Analyst
01.2023 - 03.2025
Job overview
- Responsible for monitoring and evaluating customer support interactions via chat and email
- Utilizes Looker Studio, Google Suite, and Microsoft 365 to analyze performance data and generate daily, weekly, and monthly reports
- Conducts coaching and calibration sessions to ensure team alignment with quality standards and improve overall customer satisfaction
- Focuses on continuous process improvement and supports the development of best practices for customer support operations
Curated Inc.
Customer Support Specialist
11.2021 - 01.2023
Job overview
- Assist customers with order-related inquiries and issues
- Used Operational CRM and Freshdesk to manage and resolve support tickets efficiently
- Experienced with e-commerce platforms such as Shopify and Ware2Go to track orders, coordinate with merchants, experts, and couriers, and ensure timely and accurate order fulfillment
- Focused on delivering exceptional customer service and maintaining seamless communication between all parties to enhance the customer experience
OfferToro Ltd
Customer Support
04.2018 - 09.2021
Job overview
- 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
OfferToro Ltd
Lead Generation Specialist
07.2017 - 04.2018
Job overview
- Conduct research for potential clients who are interested in monetizing their app/websites
- Manage and update lead information in Google Sheet
- Sends proposals to prospects and handoff positive leads to Sales team
Alorica Philippines Inc.Alabang, Muntinlupa City
Customer Service Representative
10.2016 - 07.2017
Job overview
- As a customer representative for Horizon Blue Cross Blue Shield of New Jersey, I assist healthcare professionals with patient insurance eligibility inquiries and provide updates on claims
- I communicate with doctors, assistants, and collection offices, honing my skills in professionalism and accuracy
TeleperformanceParañaque City
Customer Service Representative
04.2016 - 10.2016
Job overview
- Provide customer support by addressing account concerns, processing bill payments, and resolving technical issues related to mobile and data connections
MotoWorld TradingQuezon City
Accounting Associate
05.2015 - 03.2016
Job overview
- Audit accounts receivable and Daily Sales Reports (DSR) from assigned store branches
- Review and verify DSR data, then post Sales Journal entries in Microsoft Dynamics NAV (Navision) and Oracle
Super 8 Grocery Warehouse
Senior Treasury Assistant
05.2014 - 12.2014
Job overview
- Responsible for overseeing store cashiers' cash remittances, ensuring POS sales balance with cash, credit/debit card slips
- Encode daily cashier sales and information in Oracle
- Send end-of-day reports and relevant documents to the head office
Certification
Data Analytics: 1 Foundations
Lean Six Sigma White Belt Certification
EF Set English Certification
Summary
Self-motivated Quality Assurance Analyst with outstanding oral and written communication skills. Solid background performing quality assurance testing and consultative services for customers.
Skills
- QA reporting
- Best practices and methodologies
- Improvement recommendations
- Lean manufacturing
- Root-cause analysis
- Quality processes
- Process implementation
- Data analysis
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
Filipino
Native language
English
Proficient (C2)
C2
Timeline
Quality Assurance Analyst
Curated Inc.
01.2023 - 03.2025
Customer Support Specialist
Curated Inc.
11.2021 - 01.2023
Customer Support
OfferToro Ltd
04.2018 - 09.2021
Lead Generation Specialist
OfferToro Ltd
07.2017 - 04.2018
Customer Service Representative
Alorica Philippines Inc.
10.2016 - 07.2017
Customer Service Representative
Teleperformance
04.2016 - 10.2016
Accounting Associate
MotoWorld Trading
05.2015 - 03.2016
Senior Treasury Assistant
Super 8 Grocery Warehouse
05.2014 - 12.2014
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