Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Swathi Thudi

Caboolture,QLD

Summary

Highly motivated and experienced Customer Service and Operations Coordinator with 6 years of hands-on experience at Australia Post


At Australia Post, I excelled in leveraging my analytical skills and adaptability to resolve complex customer service challenges, enhancing satisfaction and loyalty. My expertise in postal regulations and collaborative efforts led to significant improvements in handling customer queries and mail redirection issues, showcasing my ability to prioritize effectively and deliver results under pressure.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Postal Delivery Officer

Austalia Post
11.2019 - Current

Call For Returns Cordinator

  • Managed a wide range of customer queries, including missing parcels, damaged goods, and mail redirection requests, ensuring prompt and accurate resolutions.
  • Took ownership of customer complaints, investigating issues related to delayed, lost, or damaged items, and collaborated with internal teams to resolve problems in line with company protocols.
  • Managed mail redirection requests, ensuring mail was accurately redirected to the correct address. Liaised with logistics and postal departments to track and resolve redirection issues.
  • Communicated directly with customers, providing timely updates and confirmations regarding the status of their redirections or deliveries.
  • Worked closely with internal departments to gather essential information for resolving complex customer cases, ensuring smooth coordination and efficient issue resolution.
  • Conducted inductions for new team members, helping them understand customer service processes, mail redirection handling, and effective communication strategies to manage customer expectations.
  • Prioritized tasks based on urgency, particularly for high-priority issues such as missing parcels or urgent mail redirections, ensuring timely responses even during peak periods.
  • Delivered exceptional customer service by maintaining a calm, solution-focused approach to handling inquiries and complaints, always striving to enhance customer satisfaction and loyalty.

Education

Master of Computer Applications - Computer And Information Sciences

Jawaharlal Nehru Technological University
University
03-2009

Skills

  • Postal regulations
  • Prioritization
  • Delivery scheduling
  • Collaboration
  • Accountability
  • Customer service
  • Problem-solving
  • Team collaboration

Certification

  • Workplace Safety Certification - Occupational Safety and Health Administration (OSHA).
  • Customer Service Excellence Training
  • Conflict Resolution & Complaint Handling


Timeline

Postal Delivery Officer

Austalia Post
11.2019 - Current

Master of Computer Applications - Computer And Information Sciences

Jawaharlal Nehru Technological University
Swathi Thudi