Jeya Emmanuel
Cranbourne East,Australia
Summary
Dedicated and professional Specialist with extensive expertise and a results-oriented approach. Known for effectively managing tasks and supporting organizational goals through collaborative efforts and adaptive strategies. Recognized for excellent communication and analytical skills, ensuring seamless operations and consistent outcomes. Ready to bring a proven track record of success to your team.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Team Manager
Australia Post
12.2024 - Current
- Successfully led the Unaddressed Mail team during the high-demand election period, ensuring seamless operations under pressure.
- Managed all case types—including political and commercial—within a strict 30-hour SLA, achieving 100% compliance with no breaches.
- Proactively resolved escalations by working closely with Account Managers, preventing issues from reaching the Federal Election inbox.
- Contributed to the RTS (Return to Sender) wine damage trial project, aimed at automating 90% of damage report processing, significantly improving efficiency.
- Fostered strong employee relations through effective communication, coaching, and structured training initiatives.
- Increased employee engagement and satisfaction by conducting regular performance reviews, offering constructive feedback, and implementing tailored development plans.
- Boosted team productivity through strategic task delegation and optimized time management practices.
- Built and nurtured a high-performing team by attracting top talent, delivering continuous learning opportunities, and cultivating a positive, growth-focused workplace culture.
Team Support Lead
Australia Post
07.2024 - Current
- Led key project initiatives as Team Support Lead at Australia Post, consistently delivering measurable results and surpassing performance targets through strategic, outcome-focused solutions.
- Performed comprehensive analysis of performance data to identify inefficiencies and implement targeted, data-driven improvements in operational processes.
- Continuously monitored support metrics to uncover trends, highlight service gaps, and recommend actionable enhancements to boost efficiency and service quality.
- Anticipated potential product issues by identifying recurring customer concerns, enabling proactive resolution and continuous improvement of service delivery.
Customer Care Consultant (Consumer/Business/Enterprise Teams – Inbound, Outbound and Chat)
Australia Post
12.2009 - 07.2024
- Delivered strategic insights to leadership by identifying emerging service trends and recommending proactive solutions to uphold service excellence.
- Streamlined core operational workflows and introduced innovative practices, leading to marked improvements in both efficiency and customer satisfaction.
- Anticipated shifts in service expectations and championed forward-thinking initiatives, helping position the organization as a leader in customer care innovation.
- Resolved complex escalations with professionalism, strengthening relationships with both customers and internal stakeholders while elevating service standards.
- Partnered with cross-functional teams to uncover inefficiencies and implement enhancements across customer service operations.
- Demonstrated composure and effectiveness in high-pressure scenarios, maintaining strong client relationships even during challenging interactions.
- Provided exceptional support during peak demand periods, efficiently managing high call volumes without compromising on service quality.
Lodgment Migration Customer Support
Australia Post
03.2022 - 07.2022
- Crafted strategies to optimize workload allocation relative to team capacity, boosting productivity and enhancing customer satisfaction.
- Reviewed migration plans and offered critical feedback to ensure adherence to project timelines and proactively address potential risks.
- Improved customer service response times and quality by supporting the Team Lead and managing workload distribution for greater efficiency.
- Applied a customer-centric approach during system migrations, significantly increasing user adoption and confidence in the new platform.
- Built and maintained strong relationships with internal and external stakeholders, enabling smooth transitions during complex system migration processes.
Team Manager
Australia Post
07.2016 - 06.2017
- Directed employee relations by fostering effective communication, providing coaching, and delivering targeted training and development programs.
- Increased employee satisfaction through consistent performance evaluations, constructive feedback, and tailored personal development plans.
- Leveraged data-driven insights to identify skill gaps and areas for improvement, resulting in enhanced team performance and elevated customer service quality.
- Boosted team productivity by implementing strategic task delegation and optimizing time management practices.
- Built a high-performing team by recruiting exceptional talent, facilitating continuous training, and cultivating a positive and supportive work environment.
Senior Technical Support Executive
Sutherland Global Services
11.2006 - 06.2008
- Designed and implemented comprehensive solutions to address file sharing and user management challenges, establishing new standards for technical support efficiency.
- Streamlined Windows XP support processes, improving issue resolution speed and boosting customer satisfaction through data-driven enhancements.
- Promoted team excellence by mentoring new employees, sharing technical knowledge, and encouraging a culture of continuous learning and development.
- Identified potential system vulnerabilities proactively and applied necessary security measures to safeguard data integrity.
Technical Support Executive
HCL Technologies
10.2005 - 10.2006
- Created and refined troubleshooting protocols for modem and router issues, greatly enhancing first-call resolution rates for British Telecom customers.
- Designed effective troubleshooting procedures that significantly increased first-call resolution success for ISP customers.
- Acted as a buddy coach by mentoring new team members and promoting knowledge sharing, which improved overall technical support performance.
Programmer/Trainer
BrassRing Software Pty Ltd
06.2004 - 05.2005
- Designed multi-language software solutions, enhancing code efficiency to deliver scalable and robust applications that fulfilled client requirements and met project deadlines.
- Optimized development workflows, shortening turnaround times and strengthening the company’s reputation by consistently delivering high-quality software.
Education
Bootcamp - Data Analytics Bootcamp
Monash University
Melbourne, VIC10.2022
Diploma - Diploma of Family Counselling
Australian Institute of Family Counselling
Melbourne, VIC06.2020
Diploma - Diploma of Community Services (Case Management)
Job Training Institute
Melbourne, VIC06.2018
Master of Computer Applications -
Bharathiar University
05.2005
Bachelor of Science - Computer Science
Manonmaniam Sundaranar University
05.2002
Skills
- Customer experience enhancement
- Process optimization techniques
- Effective Communication & Storytelling
- Effective conflict resolution
- Team coordination
- Effective escalation resolution
- Data Analysis & Reporting
- Interdepartmental teamwork
- Customer Relationship Management
- Operational Excellence & Process Improvement
- Analytical problem resolution
- Stakeholder engagement
Websites
Certification
- Certificate IV in Customer Contact, Australia Post, 01/01/12
- Connect: Customer Focused Sales & Service Workshop, Australia Post, 07/01/12
- Project Me, Australia Post, 09/01/15
- Connect: Leadership & Management Workshop, Australia Post, 06/01/16
Languages
English
Full Professional
Hindi
Elementary
Tamil
Native or Bilingual
Malayalam
Native or Bilingual
Hebrew
Elementary
Interests
- Proficient in baking and culinary arts
- Experienced gospel vocalist with strong singing abilities
- Skilled keyboard player with solid music theory knowledge
- Experienced in providing pastoral care and emotional support
- Skilled in organizing and participating in community outreach programs
Timeline
Team Manager
Australia Post
12.2024 - Current
Team Support Lead
Australia Post
07.2024 - Current
Lodgment Migration Customer Support
Australia Post
03.2022 - 07.2022
Team Manager
Australia Post
07.2016 - 06.2017
Customer Care Consultant (Consumer/Business/Enterprise Teams – Inbound, Outbound and Chat)
Australia Post
12.2009 - 07.2024
Senior Technical Support Executive
Sutherland Global Services
11.2006 - 06.2008
Technical Support Executive
HCL Technologies
10.2005 - 10.2006
Programmer/Trainer
BrassRing Software Pty Ltd
06.2004 - 05.2005
Diploma - Diploma of Family Counselling
Australian Institute of Family Counselling
Diploma - Diploma of Community Services (Case Management)
Job Training Institute
Master of Computer Applications -
Bharathiar University
Bachelor of Science - Computer Science
Manonmaniam Sundaranar University
Bootcamp - Data Analytics Bootcamp
Monash University
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