Paula McGovern
Lisbellaw,Co.Fermanagh
Summary
Enthusiastic communications and digital engagement professional with 15+ years' experience across social media leadership, internal communications and audience engagement within large scale corporate environments. Holds a Master's degree in PR and Communications with a proven ability to develop and deliver strategic, multi-channel communication campaigns that drive engagement, advocacy and brand reputation. Experienced leading teams, managing high volume digital engagement and using audience insight and analytics to support communication strategies and organisational goals.
Overview
18
18
years of professional experience
2
2
years of post-secondary education
Work history
Career Break
following redundancy
2025.01 - Current
- Completed qualification in horse care while pursuing personal development within the equestrian sector.
- Contributed to a high-performing team achieving championship success at the RDS Dublin Horse Show and multiple All-Ireland competitions.
- Launched and managed a personal digital platform promoting vintage and pre-worn occasionwear.
- Created social media content and audience engagement strategies to grow visibility and engagement within a niche community.
- Managed content planning, brand positioning and online engagement across digital platforms.
Internal Communications Professional
BT Consumer
2021.09 - 2024.12
- Developed and delivered internal communications strategies aligned with organisational priorities and business transformation initiatives.
- Created engaging multi-channel content across internal digital platforms, newsletters and leadership communications.
- Used audience insight and engagement metrics to assess communication effectiveness and optimise content performance.
- Built strong stakeholder relationships across departments to strengthen employee engagement and support corporate rebranding initiatives.
- Defined and monitored KPIs across communication channels to evaluate campaign success and improve engagement outcomes.
- Supported organisational change programmes through clear, audience focused communications and messaging strategies.
- Collaborated cross-functionally to ensure consistent brand messaging and effective information flow across the organisation.
Operational Team Leader (Social Media)
BT Consumer
2013.06 - 2021.09
- Led and developed a team of 15 PR Social Media Advisors managing high volume customer engagement across digital platforms.
- Oversaw real time engagement with an online audience of 500k+ followers, ensuring timely responses aligned with SLAs and brand standards.
- Managed complex online interactions and reputational risks, delivering effective conflict resolution and protecting brand reputation.
- Monitored team performance through KPIs, coaching and mentoring programmes to improve engagement quality and operational performance.
- Produced management reports and performance insights to support strategic decision making and continuous improvement initiatives.
- Supported delivery of customer engagement strategies across social media channels in a fast paced digital environment.
- Collaborated with internal stakeholders to ensure consistency in messaging, tone of voice and customer experience.
- Drove a proactive, solutions focused team culture while maintaining high service and engagement standards.
BT MyDonate Fundraising Assistant
BT Consumer
2011.01 - 2013.06
- Acted as first point of contact for charities, fundraisers and donors across telephone and online channels.
- Supported supporter engagement through responsive communications and relationship management.
- Assisted in the development of fundraising and volunteer engagement initiatives.
- Delivered multi-channel customer support while maintaining high levels of stakeholder satisfaction.
- Worked collaboratively with charities and fundraising communities to encourage participation and engagement.
Executive Level Complaints Handler
BT Consumer
2009.07 - 2011.01
- Managed high profile customer complaints escalated to CEO level, ensuring effective and timely resolution.
- Delivered clear, empathetic and professional communications during complex customer interactions.
- Managed end to end case resolution while balancing customer expectations and organisational priorities.
- Used problem solving and conflict resolution skills to de-escalate sensitive situations and protect customer relationships.
Complaints Handler
BT Consumer
2008.01 - 2009.07
- Delivered professional written communications in response to complex customer concerns.
- Identified emerging customer issues and escalated key insights to support operational improvements.
- Built strong customer relationships through clear, empathetic and solutions-focused communication.
Education
Level 2 Certificate in Horse Care - Equine Studies
College of Agriculture, Food and Rural Enterprise
Enniskillen 2024.09 - 2024.12
OCN Level 4 - Social Media & Digital Marketing
South West College
Enniskillen 2024.04 - 2024.07
Master of Science - Strategic Communication & Public Relations
University of Ulster
Belfast 2022.09 - 2023.09
Diploma of Higher Education - Social Science & Humanities
South West College
Enniskillen 2021.09 - 2022.06
Skills
- Corporate communications
- Digital engagement strategy
- Social media expertise
- Campaign planning and execution
- Brand management
- Reputation management
- Relationship building
- Digital storytelling
- Team leadership and development
- Stakeholder engagement
- KPI Reporting & Analytics
- CRM systems
- Exemplary written and verbal communication
- Solutions-focused problem solving
Timeline
Career Break
following redundancy
2025.01 - Current
Level 2 Certificate in Horse Care - Equine Studies
College of Agriculture, Food and Rural Enterprise
2024.09 - 2024.12
OCN Level 4 - Social Media & Digital Marketing
South West College
2024.04 - 2024.07
Master of Science - Strategic Communication & Public Relations
University of Ulster
2022.09 - 2023.09
Internal Communications Professional
BT Consumer
2021.09 - 2024.12
Diploma of Higher Education - Social Science & Humanities
South West College
2021.09 - 2022.06
Operational Team Leader (Social Media)
BT Consumer
2013.06 - 2021.09
BT MyDonate Fundraising Assistant
BT Consumer
2011.01 - 2013.06
Executive Level Complaints Handler
BT Consumer
2009.07 - 2011.01
Complaints Handler
BT Consumer
2008.01 - 2009.07