Lynne MacKay

Experience

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  Northern College of Nursing

  May 1989 - Jun 1991

  Student State Registered Nurse

  Completed medical and surgical modules as part of formal nursing training.

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  Lloyds TSB Bank

  Jun 1991 - Jul 1994

  Mortgage Advisor

  Administered a mortgage loan portfolio including funds release and redemption's.

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  RSA

  Jul 1994 - May 1997

  Team Manager

  Managed a team of 12 insurance representatives handling in bound calls for a range of general insurance products.

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  National Australia Group

  May 1997 - Aug 2002

  Resource and Planning Manager / Team Manger

  Planned and forecasted call volumes for a two site, 24 hour banking call centre and oversaw shift patterns and schedules for staff. Produced staffing requirements based on forecast call volumes and associated budget restraints and managed the staffing requirement to annual planned budget over the course of the year. Implemented business continuity and disaster recovery plan and acted as center point for all incidents. Created programs for the telephony system, to ensure effective call routing and call treatments. Provided on site call management facility to ensure daily management of staff and call volumes were on target to achieve plan. Managed, coached and developed a team of 3 direct reports. Show less

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  National Australia Group

  Jul 2003 - Nov 2011

  Senior Business Analyst

  Championed a range of projects and successfully delivered on time and on budget. Created the relevant project documentation, conducted concise research, organised and chaired meetings, ensured effective and timely communication. Delivered the achievement of key project milestones and negotiated with third party suppliers. Managed and reported on relevant risks and recorded in risk register. Created training material and organised delivery of training.

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  Revera Inc.

  Jan 2008 - Aug 2009

  Coordinator of Volunteers

  Spearheaded and revitalised the volunteer program as evidenced by more than doubling volunteer hours and increased volunteer activities to give a wider range of activities for residents. Promoted new volunteer activities to enhance resident experience, including pet therapy, feeding program and gardening. Developed many community partnerships, with churches, community organisations and local businesses, which facilitated additional resources. Interviewed and assessed volunteer candidates to ensure suitability and commitment level. Implemented training program for all volunteers. Conducted tours of the facility as part of the training program and covered all ministry requirements. Communicated on a regular basis by email, telephone and face to face with colleagues and volunteers, fostering strong relationships. Organised and hosted the annual Volunteer appreciation event. Show less