Rima Rustom

Rima Rustom currently serves as the Manager of First Response at Australia Post since December 2024, focusing on operationalizing strategic initiatives to enhance service delivery for consumer and community customers. Prior to this role, Rima amassed over 13 years of experience at Coles, progressing through various positions including Customer Experience Manager for Coles Online, Customer Solutions Lead, Acting Customer Care Senior Manager, Customer Care Lead, and Customer Care Team Leader. Key responsibilities included managing BPO operations, driving performance improvements in customer experience, overseeing vendor management, and implementing cost-effective solutions to enhance customer service across different engagement channels.