Yuri Da Luz Varela
Dee Why,Australia
Summary
Customer Service professional with strong bilingual (Japanese/English) communication skills and over 5 years of experience in customer-facing roles, including 2 years in the Fintech industry. Seeking to leverage my operational knowledge, CRM expertise, and cross-cultural adaptability to contribute to a dynamic Fintech organization.
Overview
18
18
years of professional experience
Work History
Customer Support Officer
QONECO Pty Ltd
07.2023 - 06.2025
- Company Overview: Fintech Industry
- Provided customer support via phone and email for account inquiries and troubleshooting
- Assisted clients with onboarding processes and account management
- Maintained CRM records and compliance-related registries
- Performed transaction reconciliation and risk screening using Refinitiv
- Supported internal teams in transaction monitoring and incident investigations
- Collaborated with internal departments and external third parties to resolve client issues
- Prepared regular reports for internal stakeholders
Migration Agent Assistant
Andre Burger and Associates
04.2019 - 06.2023
- Assisted with drafting and lodging various visa applications
- Communicated with clients and internal legal teams
- Managed document collection, regulatory research, and application submissions
Administrative Manager
Sydney Migration International
06.2017 - 12.2018
- Oversaw recruitment activities, internal training, and operational system improvements
- Managed administrative tasks, including document control and client onboarding
- Supported migration seminars and projects across Australia and Germany
Customer Service Representative
Bluelink International – Accor Hotels Japan Division
09.2012 - 02.2014
- Handled inbound calls from Japanese customers regarding hotel bookings and membership inquiries
- Assisted with website support and translated content between English and Japanese
- Trained and coached new employees in customer service practices
Customer Service Representative
Salmat – Expedia Japan Division
06.2011 - 09.2012
- Managed hotel and flight bookings for Japanese customers
- Provided technical support and customer assistance via inbound calls
- Assisted in employee training and quality assurance reviews
Student Services Officer
Lloyds International College
02.2011 - 06.2011
- Assisted students with academic documentation and inquiries
- Conducted student orientation programs and maintained student records
Sales Promotion Representative / Sales Administration
Nidek Co., Ltd.
04.2007 - 10.2010
- Supported international sales and marketing activities for ophthalmic equipment
- Managed order processing, shipping logistics, and customer service
- Assisted in regulatory submissions and organized seminars
- Handled accounts receivable and distributor communications
Education
Certificate IV - Customer Contact
Salmat Customer Contact Solutions
01.2012
Certificate III - IT Networking
Australian Institute of Commerce and Language
01.2012
Interpreter Training - undefined
SIMUL Academy
01.2008
Bachelor of Arts - English
Kanagawa University
01.2007
Skills
- Over 5 years of customer service experience, including 2 years in Fintech
- Strong understanding of onboarding, transaction monitoring, and compliance support
- Skilled in CRM management, transaction reconciliation, and risk screening (Refinitiv)
- Native Japanese speaker with advanced English proficiency (TOEIC 940)
- Comfortable working in cross-cultural, multilingual environments (English, Japanese, German)
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and Photoshop
- Strong administrative, communication, and problem-solving skills
- Quick learner, highly organized, and detail-oriented
Languages
Japanese (Native)
English (Fluent)
Timeline
Customer Support Officer
QONECO Pty Ltd
07.2023 - 06.2025
Migration Agent Assistant
Andre Burger and Associates
04.2019 - 06.2023
Administrative Manager
Sydney Migration International
06.2017 - 12.2018
Customer Service Representative
Bluelink International – Accor Hotels Japan Division
09.2012 - 02.2014
Customer Service Representative
Salmat – Expedia Japan Division
06.2011 - 09.2012
Student Services Officer
Lloyds International College
02.2011 - 06.2011
Sales Promotion Representative / Sales Administration
Nidek Co., Ltd.
04.2007 - 10.2010
Certificate III - IT Networking
Australian Institute of Commerce and Language
Interpreter Training - undefined
SIMUL Academy
Bachelor of Arts - English
Kanagawa University
Certificate IV - Customer Contact
Salmat Customer Contact Solutions
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