Paul Quinn has over 8 years of experience in customer service and communications roles at Telstra, including managing online help sites, social media teams, and quality assurance groups. He has a proven track record of improving customer experiences and satisfaction metrics. Quinn is now seeking a new opportunity where he can continue utilizing his leadership skills and expertise in online help, content creation, and community management.

1. Paul Quinn
I’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 Comms
Telstra Digital
(2010 – 2011)
Social Media Team Leader
BigPond Online
(2007 – 2008)
Quality Assurance / Centre Comms Lead
BigPond Online
(2007 – 2008)
Email / Live Chat Team Leader
BigPond Online
(2006 – 2007)
501/191 Greenhill Rd
Parkside SA 5063
0419 008 715
paul.quinn@team.telstra.com
CAREER SUMMARY
KEY SKILLS

2. EMPLOYMENT HISTORY
Online Help Specialist / FAQ / Customer Comms
Complete 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.

3. AWARDS & REFEREES
Achievement and Recognition Awards
2013 – Digital Dare Award Recognising Excellence – Customer Support
2012 – Digital Dare Award Recognising Excellence – Customer Advocacy
2011 – Digital Dare Award Recognising Excellence – Connected Award
2010 – GM Nominated Customer Service & Sales Winner
Ann Burton
Customer Access Solutions Manager, Telstra
0407 355 262
Tania Winson
Head of Digital Customer Care, Telstra Digital
08 8433 5376