Gladwyn Adela C. Naji

 GLADWYN ADELA C. NAJI Sitio Central, Brgy. Sto. Niño, Batangas City 4200 Batangas City, Philippines E-mail:- Mobile No.:- Skype name: gladwyn.naji ________________________________________________________________________ CAREER OBJECTIVE A committed and well-motivated young person who aspires to hold a position where I will be able to interact with customer on a daily basis. Highly articulate and having a friendly clear voice, I am more than able to offer concise and polite assistance through phone conversation. I am currently looking for an exciting opportunity in a customer focused environment, where I will be able to deliver a high-quality service and support my employers vision. WORK EXPERIENCE Email and Chat Support Representative (homebased job) Parcelmonkey LTD. Eastleigh, SO53 3TG, United Kingdom August 2018-present Job description: Responsible for tracking customers parcel Providing refund to customer’s canceled order Sending emails to customer regarding the delivery or return status of their parcel Chat support rep Handling irate customer who is threatening to post a bad review about the service Email and Chat Support Representative Virtual Call Solutions Ltd. – Parcelmonkey (homebased job) New Malden; United Kingdom (September 17, 2016 – May 5, 2018) Job description: Responsible for tracking customers parcel Providing a refund to customer’s canceled order Sending emails to customer regarding the delivery or return status of their parcel Chat support rep Handling irate customer who is threatening to post a bad review about the service Customer Service Representative Integrity Net – INTRALINKS Batangas City; Philippines (January 2016 – August 2016) Job description: Responsible for providing basic customer information about their account Inbound and outbound call support rep Creating or resetting a password in customer’s account Notating note of their concern Mobile Retention Specialist [24]7 INC. Philippines - OPTUS MOBILE Makati City; Philippines (August 2013 - January 9, 2015) Job Description: Responsible for a customer who likes to cancel their account/service Job duties involve offering an alternative and better option for customer to retain or keep their service Present and provide a discount for long time and elderly customer. Keeping track of the customers’ account especially with regards to their bills and payments. Documents details of telephone conversations and actions taken. Collections Representative CONVERGYS, PHILIPPINES - ENCORE RECIEVABLES Makati City; Philippines (July 2012 - July 30, 2013) Job Description: Job duties involve making telephone calls to customers who have a delinquent account. Responsible for the bill explanation and setting payment arrangement that will help their account to be on track. Responsible for taking payment and reminding the customer to always pay their bills on time to avoid interruption of service. Documents details of telephone conversations and actions taken. Sales and Customer Service Representative TELEPERFORMANCE - AT&T POSTPAID MOBILITY Pasay City, Philippines (March 2011 - May 2012) Job Description: Use effective sales and soft-skill communication techniques to qualify prospective clients, present solutions, overcome objections or to convince the client; Respond to telephone inquiries about the company’s products or services following standard guidelines and procedures. Investigates customers complaints and resolve the problem. Perform simple troubleshooting. Documents details of telephone conversations and actions taken. Sales and Customer Service Representative (chat support) STREAM GLOBAL SERVICES - INTUIT/LIVEPERSON Mandaluyong City; Philippines (October 2010 - March 2011) Job Description: Processing new sales leads. Respond to telephone inquiries about the company's products or services following standard guidelines and procedures. Investigates customers complaints and resolve the problem. Documents details of telephone conversations and actions taken. Front desk Staff/Receptionist BIOESSENCE (SKIN, SLIMMING and SPA) Makati City; Philippines (June 2009 - March 2011) Job Description: Responsible for the booking and reservation of client Telemarketing Job duties involve the welcoming client and prepare them for their scheduled treatment or relaxation. KEY COMPETENCIES Excellent verbal and written communication skills. Ability to work with minimum supervision in a busy environment. Able to do the repetitive task accurately over the long period of time. Working knowledge of MS Office PERSONAL SKILLS Articulate Prioritizing work Team player Time management Flexible and focused Responsible and hardworking EDUCATIONAL BACKGROUND College Diploma; 2009 LYCEUM OF THE PHILIPPINES UNIVERSITY - B.S. TOURISM Batangas City; Philippines On-the-Job Trainings: Customer Service Agent GULF AIR NAIA - Pasay City; Philippines (May - August 2008) Job Description: Assist passenger during check-in and boarding. Assist passenger upon arrival Handle the telephone inquiry about passenger flight details. Hotel Attendant TAGAYTAY COUNTRY HOTEL - Tagaytay City; Philippines (January - March 2007) Job Description: Telemarketing Assist guest upon check in and check out. Handle clients booking and reservation Job duties also include serving food and beverage to all the guest during functions or events. High School Diploma; 2005 SAINT BRIDGET COLLEGE - Batangas City; Philippines Elementary Diploma; 2001 MARIAN LEARNING CENTER AND SCIENCE HIGH SCHOOL Batangas City; Philippines PERSONAL DETAILS: Nickname: Gwen/Naji Birthday: March 8, 1988 Sex: Female Nationality: Filipino Religion: Roman Catholic Civil Status: Single Father’s Name: Mahmoud S. Naii Mother’s Name: Helen D. Comia CHARACTER REFERNCE CLARK JOHNSON VILLAREAL TEAM SUPERVISOR Teleperformance - Pasay City Philippines Mobile no:- BENNY JHON R. CONSIGO CO-WORKER Convergys and [24]7 INC. -Makati City Philippines- JUVY TUNGPALAN BRANCH SUPERVISOR Bioessence (Skin, Slimming and Spa) - Makati City; Philippines - I hereby certify that the above information is true and correct. __________________________ GLADWYN ADELA C. NAJI