Thayalan Raj Rajanathan
Erskine Park,Australia
Summary
Experienced Operations and Customer Service Professional with 20 years in operational support and process improvement. Streamlined workflows and ensured compliance with Service Level Agreements while mentoring associates and resolving complex issues. Delivered data-driven insights for management and upheld safety and quality standards.
Overview
24
24
years of professional experience
Work History
Inbound Operations Associate
Amazon Fulfilment Centre BWU2
08.2024 - Current
- Supported daily inbound operations, ensuring timely product flow and enhancing operational efficiency within fulfilment centre.
- Identify and resolve operational issues to minimise delays and maintain productivity targets.
- Train and onboard 100+ associates on standard operating procedures (SOPs), safety guidelines, and quality control processes.
- Provided operational support as ISS, assisted leadership with shift coordination and monitored workflow.
- Ensured compliance with safety regulations and operational standards, contributing to a safe working environment.
- Supporting as a Jam Buster, monitoring conveyor lines, clearing jams promptly, and coordinating with the RME team to resolve mechanical issues and maintain uninterrupted operations.
Specialist
Mastercard Travel Solutions, Australia
06.2007 - 05.2024
- Provided exceptional customer service to ensure client satisfaction.
- Facilitated refund processing and responded to inquiries to ensure customer satisfaction.
- Trained staff in operational procedures, enhancing their skills and supporting professional growth.
- Successfully implemented training programs, enhancing staff performance and operational efficiency.
- Administered ADM and ACM processes to maintain financial integrity and streamline operations.
- Optimized Billing and Settlement Plan (BSP) reconciliation processes to enhance financial accuracy and reduce errors.
- Generated and analysed business reports, including daily call center and age order reports, providing insights for operational improvements.
- Developed comprehensive reporting systems that provided critical insights for business decisions.
- Ensured timely delivery of products within SLA parameters.
- Mastercard Travel Solutions is a leading provider of travel-related services, offering innovative solutions to streamline business travel operations across Australia and New Zealand.
Ticketing Consultant
Express Ticketing, Sydney
07.2005 - 06.2007
- Issued various types of tickets, including e-tickets, paper, and exchange tickets.
- Quoted holiday fares, including reissues, ensuring accurate and competitive pricing.
- Handled incoming calls from travel agents, addressing queries and providing support.
- Provided exceptional customer service to travel agents and clients.
- Successfully managed and resolved high volumes of travel inquiries, maintaining a high customer satisfaction rate.
- Streamlined ticket issuance process, achieving faster response times for travel inquiries.
- Assisted travel agents in planning comprehensive holidays for their clients, offering expert advice and travel solutions.
- Contributed to innovative travel package ideas that increased sales and customer engagement.
- Maintained accuracy and compliance with industry regulations, ensuring seamless travel experiences for clients.
- Express Ticketing is a travel solutions provider specialising in comprehensive ticketing services for travel agents and individual clients.
Machine Operator
PlasPak Closures Pty Ltd.
09.2004 - 07.2005
Machine Operator
Gram Engineering Pty Ltd.
09.2002 - 09.2004
Education
Diploma - Tourism and Travel Management
TAFE NSW
NSW12-2010
Certificate IV - Fare and ticketing
TAFE NSW
NSW06-2005
Certificate III - Tourism and Travel Management
TAFE NSW
NSW12-2004
Skills
- Customer relationship management
- Workflow coordination
- Process optimization
- Safety compliance
- Risk management
- Data analysis
- Problem solving
- Time management
- Team leadership
- Effective communication
- Training development
References
Available on request
Timeline
Inbound Operations Associate
Amazon Fulfilment Centre BWU2
08.2024 - Current
Specialist
Mastercard Travel Solutions, Australia
06.2007 - 05.2024
Ticketing Consultant
Express Ticketing, Sydney
07.2005 - 06.2007
Machine Operator
PlasPak Closures Pty Ltd.
09.2004 - 07.2005
Machine Operator
Gram Engineering Pty Ltd.
09.2002 - 09.2004
Diploma - Tourism and Travel Management
TAFE NSW
Certificate IV - Fare and ticketing
TAFE NSW
Certificate III - Tourism and Travel Management
TAFE NSW