Suzanne Santos

Over the course of my 5+ years of experience as a bilingual Japanese professional working in diverse industries, I have honed my skills in various areas such as maintaining a positive attitude, exhibiting empathy towards customers, and persisting in difficult situations. What I find most gratifying is having daily interactions with people and being able to provide effective solutions to help resolve their issues.

Japanese Bank FX-Settlements Associate - Deutsche Bank

(2021-01 - 2024-01)

• Manage the end-to-end settlement process and ensure smooth and timely market settlement of securities and cash transfers between Deutsche Bank and its counterparty.
• Act as the first point of contact for engagements with the wider Finance community, taking part in initiatives to minimize duplication of effort and maximize efficiencies
• Support interfaces with different internal and external stakeholders (front office, clients, brokers, Nostro agents, exchanges and clearing houses) involved in the settlement process chain, according to the market standards
• Be responsible for trade date to settlement date processes (pre-matching and confirmation, trade processing, cash transfer, instruction routing, depot and inventory management, funding and settlement monitoring) and post-settlement date processes (fails management and reconciliations).

Japanese Microsoft 0365 Technical Analyst - Androbotics / Softbank Japan

(2020-01 - 2021-01)

• Effectively communicate with customers to understand their needs.
• Answer customer support tickets and calls in a Japanese professional manner.
• Research required information using available resources
• Accurately manage and resolve customer issues
• Route calls to the appropriate resource Case/Ticket documentation

Bilingual Customer Success Manager - FLS フリーライフスタイル

(2017-01 - 2019-01)

EBAY AND AMAZON DROPSHIPPING

• Work closely with Japanese Managers and Japanese Customers
• Updating and documenting all activities for new accounts into systems in an accurate and timely manner to track activities for future references.
• Dealing with bad feedback, claims, returns, and orders every day.

Japanese / English Teacher - SkyTalk Online English School

(2013-01 - 2016-01)

• Making students express themselves in English or Japanese in different simulated situations.
• Giving optimum exposure to the language and help to translate or understand their sentence from Japanese to English or Vice versa

BS - Management Information System - Utel University (2020-01 - 2024-01)

Japanese School Kawasaki, Japan

Information Technology (Vocational Course) - IECC 東京教育専門学院 (2010-01 - 2012-01)

Information Technology (Vocational Course) - Holy Angel University (2007-01 - 2010-01)

Web Programming (Bootcamp) - Zuiit (2023-01)