Telstra
May 2012 – October 2016

I began my career in social media at Telstra. I helped to manage their Facebook and Twitter pages as well their hosted forum CrowdSupport. We reached over 900k customers and received on average 90k incoming customer posts per month. My primary role was to create engagement, escalate high-risk cases to other areas of the business and liaise with stakeholders. My success at this allowed me to foster trusted relationships and create advocates for Telstra.

Summary:

  • Respond to customer queries across social platforms
  • Monitor customer sentiment
  • Liaise with incident management teams and other stakeholders
  • Prepare team responses in crisis events
  • Support team members with escalations
  • Perform quality assessment when required
  • Analyse and report on queue trends

Awards

  • 2016 – ‘Brave in the Face of Danger’ Award
  • 2013 – ‘Quiet Achiever’ Award

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