Paul QuinnI’m an enthusiastic and energetic team player with an extensive history working closely with and managing multiple stakeholders, while being an excellent individual contributor.

With a proven track reckon of delivering year on year improvements to our extensive Telstra Help and Support site, where I successfully managed the end to end customer journey. I’ve also managed email/live chat teams as well as our first Social Media team. I also developed changes to improve advocacy while heading up the BigPond Quality Assurance group.

I’ve mastered a broad range of platforms & knowledgebase applications; along with the end to end production of Customer Relationship Management content including our Content Creative Approval Process.

My ability to work well within a highly dynamic and highly skilled and fast-paced social media environments has allowed me to develop an outstanding professional track record.

PROFILE

More than 8 years working within Telstra in a variety of customer service, internal and external comms, systems support, CMS and social media roles.

Established leadership skills and experience running our Online Quality Assurance team.

Capacity to establish and maintain strong working relationships with customers and numerous stakeholders across multiple internal/external departments.

Comprehensive social media skills with experience managing multiple high-capacity social media channels.

Ability to provide high-level support to teams, managers, legal and executives.

Capacity to provide training and professional development for staff.

Experience moderating and managing forums and discussions.

Online Help Specialist (2011 – current)

FAQ Authoring Customer CommsTelstra Digital(2010 – 2011)

Social Media Team LeaderBigPond Online (2007 – 2008)

Quality Assurance / Centre Comms LeadBigPond Online (2007 – 2008)

Email / Live Chat Team LeaderBigPond Online(2006 – 2007)

501/191 Greenhill RdParkside SA 5063

0419 008 715

paul.quinn@team.telstra.com

CAREER SUMMARY

KEY SKILLS

EMPLOYMENT HISTORY

Online Help Specialist / FAQ / Customer CommsComplete end to end management of our extensive customer facing Help and Support articles.

Achievements 2014: FAQ Ratings score: a new Telstra record with 55% of customers responding with ‘Yes this

article helped resolve my query’, up from 38% 2013. Help and Support Site: Unique Visits: 9.8 million, up from 6.4million in 2013 Page Views: 21.9m up from 17.1 Exceeded yearly business and peer review and ratings year on year

Main duties included: Liaising with the numerous stakeholders across Go to Market, Product/Process leads, copy

writers, Legal and Telstra Digital leads Deep dive analysis of customer verbatim, live chat and call drivers Reporting across the entire site utilising Omniture & Google Analytics Drafting, reviewing content and articles Using Copy & Creative Approval Process to submit work requests Review/Analysis of other online help sites to ensure we maintain our edge Working with our Live Chat leads to ensure the best smart assist answers are presented to our

customers before the chat commences Publishing content Managing multiple work request as they came in from the wider business Manager of our internal intranet pages, covering our Online Support team.

CrowdSupport Content Creation Lead/ Community Manager

Content Creation Achievements: 84 Announcements 143 Wikis along with answering 411 responses posted to outstanding community questions 253 kudos received from community members/general public Lithium Community Manager Accreditation

Main duties included: Building the strategy and general awareness and benefits of CrowdSupport – based on the

benefits of the ‘one too many’ online transactions that this platform offers Maintaining the health of the community & Managing the Super users – our high performing

community members Assessing feedback and implementing solutions Assessing online information gaps across Telstra.com and creating the necessary content Reviewing the high hitting discussion topics and either provided the link to the existing SOT or

created new content.

Management of GES(TEG) & Business email/SMS templates:

Achievements 2014: First Contact Resolution increasing (11% -15% increase across TB & TEG) Repeat calls reduced by 120k across FY14 @ a cost of $22 p/call = $2.6M saving across the

year for TB/TEG #massivewin Increased the Email/SMS library from 245 to over 800

Main Duties included: Liaising with the stakeholders across the various Contact Centre’s and Telstra Digital

Ambassadors and attending Governance meetings Maintaining a relevant and up to date email library of templates – these are then sent out to

each customer the agent speaks with the aim of building an awareness of online self help options and customer tools.

AWARDS & REFEREES

Achievement and Recognition Awards2013 – Digital Dare Award Recognising Excellence – Customer Support2012 – Digital Dare Award Recognising Excellence – Customer Advocacy2011 – Digital Dare Award Recognising Excellence – Connected Award2010 – GM Nominated Customer Service & Sales Winner

Ann BurtonCustomer Access Solutions Manager, Telstra0407 355 262

Tania WinsonHead of Digital Customer Care, Telstra Digital08 8433 5376