Irene Grace Gloria

Highly motivated Japanese Bilingual Service Desk Agent with experience in Japanese and English customer support, including email handling, call support, ticket management, and problem analysis. Known for being detail-oriented, reliable, and customer-focused, with string analytical skills and sound judgment. Proactive in driving continous improvement, adapting to challenges, and maintaining composure in high-pressure situations while delivering exceptional service.

Japanese Bilingual Service Desk - Fujitsu (WeServe International Inc.) - Manila, Philippines

(2026)

• Handle customer inquiries, incidents, and service requests through email, phone and ticketing platforms in Japanese and English.
• Log, categorize, track and manage incidents until resolution.
• Perform initial troubleshooting, information gathering, and problem analysis to ensure accurate issue classification and escalation.
• Translate technical communications, inquiries, and resolutions between Japanese and English-speaking customers and support teams.
• Monitor ticket progress, provide regular updates to team and customer, ensuring customer expectations are managed effectively.
• Escalate critical incidents and sevice interruptions according to established support process.
• Maintain accurate documentaion, communication logs and knowledged records to support continuous service improvement.

Japanese Language Instructor - Rainbow Education Association Inc. - Philippines

(2025-01 - 2026-01)

• Conducted online Japanese language classes for JLPT N5, JLPT N4, and JFT-Basic learners by delivering lessons, preparing instructional materials, assessing student progress, and providing personalized guidance to improve language proficiency.

Japanese Bilingual Executive Assistant and Instructor - Language Masters Co., Ltd. - Philippines

(2024-01 - 2025-01)

• Provide administrative and executive support, including meeting coordination and document preparation.
• Design and deliver comprehensive Japanese language instruction, incorporating interactive lessons, cultural immersion activities, and proficiency assessments to facilitate student learning and mastery of language skills.
• Develop instructional content in Japanese, encompassing lesson plans, curriculum materials, exercises, assessments, and other educational resources.

Caregiver - Komakidai Care Home - Aichi, Japan

(2022-01 - 2023-01)

• Assist patients with personal hygiene (feeding, bathing, toileting, etc.)
• Monitor patient's health condition and daily reportings

Production Operator - Electroplating - Isogai Co., Ltd. - Aichi, Japan

(2019-01 - 2022-01)

• Operate a machine to provide a protective surface and helps an object resist wear, corrosion, or abrasion.

Visual Inspector - Manufacturing - Mitsuba Philippines Corporation - Philippines

(2015-01 - 2018-01)

• Perform visual inspection of automotive components to ensure they met quality standards, identified defects, and maintain accurate inspection records in accordance with company procedures.

BS - Medical Biology - De La Salle University-Dasmariñas (2024-01 - 2025-01)

BS - Radiologic Technology - De La Salle Health Sciences Institute (2012-01 - 2014-01)