Marry G.
Senior Japanese Customer Support & CRM Specialist
Open to offersNew to PlatformAbout
Marry Grace S. Y. is a seasoned Customer Support & CRM Specialist with 9 years of hands-on experience in the iGaming, automotive export, and logistics industries. Bilingual in Japanese and English, she has excelled in remote roles supporting Japanese customers via live chat, email, and help desk platforms, notably at Solaris Ltd. and Everlounge Inc. in the iGaming sector. Her expertise includes CRM management, KYC verification, and VIP client support, where she improved customer retention and managed loyalty programs. Marry Grace’s background includes team leadership, agent training, and SOP enhancements, as well as Japanese–English translation and document review. She is proficient with platforms such as Zendesk, Trello, Nimbus CRM, Tableau, and Power BI, having also contributed in vehicle auctions and logistics reporting in previous roles.
Experience
Japanese Customer Support Virtual Assistant
Solaris Ltd. · 2025 — 2025Addressed 50–100+ daily inquiries from Japanese customers through live chat and email. Handled issues related to accounts, payments, and platform access while ensuring customer satisfaction. Provided Japanese–English translations for customer communications and internal discussions. Contributed to enhancing support workflows to decrease response times and established strong relationships with customers via courteous communication.VIP Japan Marketing/ Customer Support Representative
Everlounge Inc. · 2021 — 2025Enhanced VIP customer retention through tailored service. Addressed VIP inquiries promptly, ensuring high satisfaction and fast resolutions. Managed and refined the VIP program to boost engagement and fostered strong relationships with high-value clients. Resolved complex VIP concerns to sustain loyalty and optimized VIP service processes for improved response times.Japanese Customer Support Team Lead
null · 2018 — 2020Oversaw and coached customer support agents to achieve monthly KPI targets. Compiled monthly performance reports and conducted agent evaluations. Facilitated training for new agents on tools, workflows, and customer interactions with Japanese clients. Improved both team efficiency and the quality of responses.Japanese Customer Support
null · 2016 — 2018Assisted Japanese customers via live chat and helpdesk tickets. Carried out KYC verification along with customer document reviews while ensuring adherence to internal policies and procedures.Purchasing Department
SBT JAPAN GLOBAL CAR EXPORTER · 2015 — 2015Participated in bidding for second-hand Japanese vehicles on auction platforms. Reviewed vehicle condition reports and auction information. Translated documentation from Japanese to English.Distribution Processing Services (Technical Internship)
KONOIKE TRANSPORT CO. LTD · 2013 — 2014Prepared damage and condition reports for shipped items, verifying the quality of ordered products prior to shipment. Served as an intern translator/interpreter for Japanese and English.
Skills & Expertise
Education
- Bachelor of Arts Major in Japanese LanguageTHE UNIVERSITY OF MANILA · 2008 — 2012
- Exchange student under the Heiwa Nakajima Foundation ScholarshipMEIO DAIGAKU UNIVERSITY - Okinawa Japan · 2011 — 2012
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