resume-paulquinn
TRANSCRIPT
Paul Quinn
I am an enthusiastic and energetic team player, with an extensive history working closely with, and managing multiple stakeholders, while being an excellent individual contributor.
Proven track record of delivering year on year improvements to our extensive Telstra Help and Support site, where I manage the end to end customer experience,
Continued to broaden by comprehensive social media and writing skills through creating, moderating and managing forum discussions.
After eight years of working in a variety of communication and content creation roles within Telstra I have the successfully established and maintained strong working relationships with numerous stakeholders across multiple internal/external departments.
I am looking forward to taking that next step forward and further enhancing my writing skills, I enjoy transitioning into new roles and taking on personal challenges.
PROFILE
0411 539 537
EMPLOYMENT HISTORY
Telstra Content Support Specialist / Community Manager / System Administrator August 2010 – Present
Key responsibilities include:
Create & publish Help and Support FAQ articles and Community Announcements and Wikis Serve up better content through deep dive analysis of customer verbatim in conjunction with live
chat and inbound call traffic data Liaise with the numerous stakeholders across multiple channels, including Go to Market,
Product/Process leads, Legal and Public Affairs, and Telstra Digital Run and disseminate the Support site reporting site utilising Omniture & Google Analytics
o Usefulness ratings of every FAQ/articleo Unique visits and page views to the front page and subsequent category/article pages
Use the Copy & Creative Approval Process to submit and manage work requests Review and analyse competitors online help sites to ensure we maintain our edge Work with our Live Chat leads to ensure the best self help answers are presented to our
customers before the chat commences Manager of our internal intranet pages, covering our Online Support team and work requests 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 Maintain relevant and dynamic library of Email/SMS templates – which are accessed and sent
out to each customer the agent speaks with, and thus builds an awareness of online self help options and customer tools which are called out in the email/SMS. Reducing customer contacts back into front of house.
Achievements 2014:
Increased customer satisfaction and advocacy of online help by 17% (55% up from 38% FY13) through deep dive analysis and continual improvement of Support articles & product offerings
Implemented a new Strategy ‘Service where you are’ – incorporating links outs to our Support site across Telstra’s other platforms, including Telstra’s Community forum, Facebook and Twitter helping to deliver a new Telstra record for:
o Drove Unique Visits from 6.4M to 9.8Mo Drove Page Views from 17.1M to 21.9M
Achieved Lithium Community Manager Accreditation Community Manager / Blogger:
o 84 Community Announcements created and published - Top 5 within Telstra o 143 Wikis created - 1st with Telstrao Posted 411 responses to outstanding community questionso 253 kudos received from community members/general public Top 7 within Telstra
Increased available email/SMS templates from 245 to over 800 which then assisted in:o Increased Reduced First Contact Resolution from 11% to 15 across Bus/Enterprise o Saved $2.6M by reducing ‘repeat calls’ by 120K across FY14
10 Recognition nominations from peers and managers (23 in total since 2012)
Telstra Content Support Specialist / Community Manager / System Administrator August 2010 – Present
Key responsibilities include:
Create & publish Help and Support FAQ articles and Community Announcements and Wikis Serve up better content through deep dive analysis of customer verbatim in conjunction with live
chat and inbound call traffic data Liaise with the numerous stakeholders across multiple channels, including Go to Market,
Product/Process leads, Legal and Public Affairs, and Telstra Digital Run and disseminate the Support site reporting site utilising Omniture & Google Analytics
o Usefulness ratings of every FAQ/articleo Unique visits and page views to the front page and subsequent category/article pages
Use the Copy & Creative Approval Process to submit and manage work requests Review and analyse competitors online help sites to ensure we maintain our edge Work with our Live Chat leads to ensure the best self help answers are presented to our
customers before the chat commences Manager of our internal intranet pages, covering our Online Support team and work requests 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 Maintain relevant and dynamic library of Email/SMS templates – which are accessed and sent
out to each customer the agent speaks with, and thus builds an awareness of online self help options and customer tools which are called out in the email/SMS. Reducing customer contacts back into front of house.
Achievements 2014:
Increased customer satisfaction and advocacy of online help by 17% (55% up from 38% FY13) through deep dive analysis and continual improvement of Support articles & product offerings
Implemented a new Strategy ‘Service where you are’ – incorporating links outs to our Support site across Telstra’s other platforms, including Telstra’s Community forum, Facebook and Twitter helping to deliver a new Telstra record for:
o Drove Unique Visits from 6.4M to 9.8Mo Drove Page Views from 17.1M to 21.9M
Achieved Lithium Community Manager Accreditation Community Manager / Blogger:
o 84 Community Announcements created and published - Top 5 within Telstra o 143 Wikis created - 1st with Telstrao Posted 411 responses to outstanding community questionso 253 kudos received from community members/general public Top 7 within Telstra
Increased available email/SMS templates from 245 to over 800 which then assisted in:o Increased Reduced First Contact Resolution from 11% to 15 across Bus/Enterprise o Saved $2.6M by reducing ‘repeat calls’ by 120K across FY14
10 Recognition nominations from peers and managers (23 in total since 2012)
EMPLOYMENT HISTORY cont.
Telstra Social Media Team Leader (2008 – 2009)
Key responsibilities include: Leading and supporting our very first social media team, responding to customer and the
general public queries, objections and concern Managing and moderating social media comments, queries, public relations, working
closely with our Public Affairs team Assessing workloads, allocating work and the supervising activities to ensure brand
advocacy Liaising with Corporate Affairs, community managers and a network of stakeholders with
regard to new programs, products and services, and then disseminating information to team members – ensuring they were customer ready 100% of the time.
Developing strategies to encourage and manage the growth of new social media channels Providing team members with ongoing coaching, support and professional development
opportunities Conducting performance evaluations, and providing staff with opportunities to address
particular concerns before elevating issues to human resources staff Drove the behavior of customer first, so coached to the customer experience rather than
the direct score card measures. Adapting quickly and developing fast-moving and fluid response protocols, including for
social media conversations directly with customers.
Achievements: Lead our first ever team into what was the new world of ‘Social Media’ Drove the advocacy of Telstra’s customer service, products and services through quality
interactions and coaching – Social Media is very much a one too many transaction Oversaw our very first Telstra tweet – history in the making Changed the focus and dynamics of how our agents who had very much lived in the one
to one customer interaction – to that of a one too many – so while responding to an individual customer’s post or tweet it is being read by thousands of other customers, potential customers and non Telstra stakeholders, media and shareholders
Started the conversation and benefits of social media with the wide Telstra team Undertook performance management to guide staff with regard to professional
development, counselling staff with regard to conduct where required.
BigPond Quality Assurance Centre Lead (2007 – 2008)
Key responsibilities include: Drove compliance to Quality Control Management principles Ran Calibration sessions with Team Leaders and support staff to ensure strategy
alignment and quality assessments purposes Coached on the customer first principle and covering off the next logical question at every
opportunity to reduce second/third contacts Coached the Team Leaders on improving the customer outcomes that their agents
delivered – first contact resolution Increased customer satisfaction results through better agent coaching and centre
processes Developed score card measures that included QCM results as the kicker to agents bonus
EMPLOYMENT HISTORY cont. and Awards
BigPond Quality Assurance Centre Lead continued (2007 – 2008)
Achievements: Drove better customer outcomes by being first with BigPond to agents QCM results
to be the kicker to bonuses Completely overhauled and improved the engagement factor of BigPonds Standard
Responses used by the agents to respond to customer emails As a direct result of this our BigPond Email Contact Centre took over as the No1
Email Contact Centre as rated by Global Review for nine consecutive quarters Saw a dynamic shift in how our agents worked to focus on customer outcomes
instead of email per hours Introduced short cut keys across the entire standard response library increasing
productivity for the agents Introduced Reward and Recognition for high performing QCM results at the agent
and team leader level Through my passion for customer advocacy I was selected to lead Telstra’s Social
Media Team at launch
BigPond Email / Live Chat Sales Team Leader (2006 – 2007)
Key responsibilities include: Increased Revenue and Share – through sales targets, application to connection
and save rates being achieved Customer Focus – increase first contact resolution by delivering high quality
interactions first time every time Reduce and Absorb Costs – drove behaviours that result in reduction in average
handling time while increasing emails/chats per hour High Performance Culture – delivered quality coaching sessions that were real and
focused on the customer experience – agents shouldn’t need to be coached on scorecard measures perse that should be a given, and the improvement comes through the resolution and customer satisfaction
Compliance to process and sales governance Conducting performance evaluations, and providing staff with opportunities to
address particular concerns before elevating issues to human resources
Achievements: Exceeded sales target 114% Exceeded Value Add Services target 193% Reduced average handling time from 120% to 102% - recognition that a higher
conversion rate increased the time spent with customer Customer Satisfaction increased month on month Completed Certificate III in Customer Contact
Achievement and Recognition Awards
2013 – 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 2008 - Completed Certificate III in Customer Contact
REFEREE: Ann Burton - Customer Access Solutions Manager, Telstra 0407 355 262Tania Winson - Head of Digital Customer Care, Telstra 08 8433 5376