Suzanne Shuxian Tan
Plympton,Australia
Summary
Seasoned professional with a proven track record at Australia Post, excelling in client communication and document compliance. Mastered data entry and conflict resolution, enhancing customer satisfaction and reducing errors significantly. Demonstrated exceptional ability in managing secure transactions and adhering to privacy laws, achieving a high compliance rate.
Overview
12
12
years of professional experience
Work History
Counter Operator
Australia Post Plympton LPO and Happy Valley LPO
Plympton, Australia
06.2023 - Current
- Delivered exceptional customer service, assisting 50+ customers daily and achieving a 95% satisfaction rate
- Verified personal details and documentation for passport applications, processing over 200 applications monthly with 100% compliance
- Provided guidance on regulatory requirements, reducing application errors by 20%
- Ensured secure handling of parcels, maintaining a 99% accuracy rate in accordance with policy standards
- Utilized CRM systems to manage customer interactions and resolve inquiries, reducing resolution times by 30%
Customer Service Officer
HSBC Global Service Center
Guangzhou, China
03.2021 - 11.2022
- Company Overview: Guangzhou, China
- Conducted risk assessments and implemented policy compliance measures across 100+ client cases monthly
- Delivered timely resolutions for 95% of escalated client issues, ensuring alignment with regulatory standards
- Managed and updated client records in secure data management systems, enhancing audit readiness by 15%
- Guangzhou, China
Deputy Manager
VFS Global Visa Application Center (Austria, Poland & Portugal)
Guangzhou, China
08.2016 - 10.2020
- Company Overview: Guangzhou, China
- Supervised daily operations for a team of 15, processing over 1,000 visa applications monthly with a 98% accuracy rate
- Conducted audits and implemented updated procedures, reducing processing errors by 25%
- Enhanced service delivery and customer satisfaction scores by 15% through process optimization
- Ensured strict adherence to compliance standards and corporate policies, achieving zero breaches
- Guangzhou, China
Passport and Administrative Assistant
Australian Consulate-General
Guangzhou, China
04.2016 - 08.2016
- Company Overview: Guangzhou, China
- Processed and validated 300+ Australian passport applications with 100% accuracy, adhering to privacy laws
- Provided accurate advice to 50+ clients weekly, reducing processing delays by 20%
- Maintained records in the TARDIS system, ensuring timely updates for all accepted applications
- Managed the central telephone switchboard, handling 200+ calls weekly and achieving a 95% resolution rate
- Collected and processed $50,000+ in consular fees, adhering to financial and security protocols
- Guangzhou, China
Customer Service Representative
Australia Post
, Australia
01.2013 - 02.2016
- Supported 1,000+ clients annually with inquiries, processing passport applications with a 30% reduction in errors
- Ensured secure and accurate parcel handling, achieving a 99.9% on-time delivery rate
- Built strong relationships with community members, improving customer satisfaction by 20%
Education
Bachelor of Accounting -
University of South Australia
01.2010
Skills
- Record management
- Data entry
- Document compliance
- Conflict resolution
- Client communication
- Stakeholder engagement
- Privacy laws
- Risk management
- Government compliance
- Microsoft Office Suite
- CRM systems
- TARDIS
- Data management tools
- Process improvement
- Decision-making
- Critical thinking
References
- John Hutchinson, Consul general of Australia Consulate, +86 20 38140111
- Nancy Huang, Manager of Happy Valley Post Office, 08 83819522, 0433618650
- Jade Cai, Manager of Plympton Local Post Office, 0423684959
Alternatename
Shuxian Tan
Timeline
Counter Operator
Australia Post Plympton LPO and Happy Valley LPO
06.2023 - Current
Customer Service Officer
HSBC Global Service Center
03.2021 - 11.2022
Deputy Manager
VFS Global Visa Application Center (Austria, Poland & Portugal)
08.2016 - 10.2020
Passport and Administrative Assistant
Australian Consulate-General
04.2016 - 08.2016
Customer Service Representative
Australia Post
01.2013 - 02.2016
Bachelor of Accounting -
University of South Australia
Similar Profiles
Vimal PrasadVimal Prasad
Customer Service Associate at Australia Post LPOCustomer Service Associate at Australia Post LPO
Bhumika SevakBhumika Sevak
Customer Service at Australia Post - Ellenbrook LPOCustomer Service at Australia Post - Ellenbrook LPO
AMIT THAKURAMIT THAKUR
Retail Assistant at Australia Post, LPORetail Assistant at Australia Post, LPO