Ma Victoria Gravidez
Rosario, Province Of La Union,LUN
Summary
Detail-oriented and adaptable professional with strong communication and customer service skills, seeking opportunities in the BPO industry and remote accounting-related roles. Proficient in handling client interactions, managing data, and supporting financial processes with accuracy and confidentiality. Skilled in using CRM systems, accounting software (e.g., QuickBooks, Xero), and productivity tools like Microsoft Office and Google Workspace. Committed to delivering high-quality work in fast-paced environments, with the ability to work independently, meet deadlines, and maintain a strong work ethic in remote settings.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Concentrix Baguio City Philippines
06.2025 - 08.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service Manager
Shammah Construction Supplies Trading
06.2019 - 11.2024
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
General Accounting Supervisor
Buedrock Development Corporation
11.2014 - 02.2019
- Reduced month-end closing time by introducing automated reconciliation procedures and system improvements.
- Contributed to organizational growth by analyzing financial performance and providing recommendations for cost reduction or revenue generation opportunities.
- Implemented new accounting software, reducing manual data entry errors and increasing productivity levels within the team.
- Spearheaded cross-functional team efforts in improving efficiency of accounts receivable and payable processes.
Financial Analyst
MBA Management Consultancy & Services
09.2010 - 01.2014
- Conducted detailed financial analysis to identify and evaluate changes in operations, trends and potential areas of improvement.
- Facilitated smooth month-end close processes by efficiently reconciling accounts and addressing discrepancies promptly.
- Streamlined financial reporting for better decision-making with clear, concise analysis and presentation.
- Trained junior analysts on best practices in financial modeling, contributing to a stronger overall team performance.
Marketing Analyst
Perla Compana De Seguros
04.2009 - 05.2010
- Identified areas for process improvement within the marketing department, resulting in increased efficiency and more effective use of resources.
- Improved marketing campaign effectiveness by conducting thorough data analysis and identifying key performance indicators.
- Conducted regular competitive analysis to stay informed on industry trends and adjust marketing strategies accordingly.
- Analyzed third-party data and investigated new growth opportunities.
Education
Bachelor of Accountancy - Bachelor of Science in Accountancy
University of Pangasinan
11-1999
Skills
- Customer service
- Problem resolution
- Call center experience
- Computer proficiency
- Complaint handling
- Microsoft Excel
- Customer satisfaction measurement
- Customer relationship management (CRM)
- Business development
- Problem-solving
- Active listening
Accomplishments
Key Accomplishments:
- Resolved 80+ customer inquiries daily with 95% satisfaction rating.
- Reduced billing errors by 30% and sped up monthly close by 20%.
- Supported accurate financial reporting and audit compliance.
- Trained 5+ team members, improving onboarding and workflow.
- Maintained data accuracy and confidentiality in remote setup.
- Consistently exceeded performance targets and attendance goals.
Timeline
Customer Service Representative
Concentrix Baguio City Philippines
06.2025 - 08.2025
Customer Service Manager
Shammah Construction Supplies Trading
06.2019 - 11.2024
General Accounting Supervisor
Buedrock Development Corporation
11.2014 - 02.2019
Financial Analyst
MBA Management Consultancy & Services
09.2010 - 01.2014
Marketing Analyst
Perla Compana De Seguros
04.2009 - 05.2010
Bachelor of Accountancy - Bachelor of Science in Accountancy
University of Pangasinan
Personal Information
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