Ray Link

Ray Link has over 15 years of work experience in various roles related to online community management and customer support.

In 2007, Ray joined Optus as a General Enquiries and Billing Team Leader, responsible for managing consumer/residential customer inquiries and billing issues. Ray then moved on to become the Fixed & Fleet Onboarding Team Leader for Small & Medium Business in 2012, leading a team of 12 in delivering an excellent customer experience during the onboarding stage for fixed and data customers. During this role, Ray identified and closed process gaps, resulting in significant cost savings and improved sales commission accuracy.

In 2014, Ray joined Virgin Mobile Australia as a Social Media Response Specialist, taking ownership of managing customer inquiries and complaints across platforms such as Facebook, Twitter, and Instagram. Ray also established strong relationships with various internal departments and external agencies to protect and promote the brand. Ray later took on a 6-month secondment as an Online Community & Content Specialist, supporting subject matter experts in creating content and fostering member engagement.

From 2018 to 2021, Ray worked at Optus as an Online Community Specialist, supporting the Community Manager in managing the online community posts, forums, and blogs. Ray also closely moderated conversations, produced reports on community performance, and collaborated with various internal departments.

Ray's most recent role is at ActronAir as a Social Media Coordinator/Online Community Manager. Since 2022, Ray has streamlined the process for responding to queries on multiple channels, implemented automated reports for monitoring social media metrics, and developed a digital content calendar to increase customer awareness and engagement.

Ray Link has a diverse education history. In 2010, they obtained a Certificate IV in Business (Frontline Management) BSB41004 from the Australian Institute of Management. From 2008 to 2009, they attended the same institution and received their Certificate IV in Business (Frontline Management) BSB41004. In 2019, Ray completed a Certificate I in Community Manager from Lithium Technologies. In 2020, they briefly attended TAFE NSW and obtained a Statement of Attainment in using Social Media tools. Ray has also obtained additional certifications, including Community Manager Certification Level I from Lithium Technologies in 2019 and Excel Essential Training (Office 365/Microsoft 365) and Social Media Marketing: Strategy and Optimization from LinkedIn in 2021.