Lynette Iacumin
Illawong,NSW
Summary
A highly professional individual with a wealth of experience delivering superior outcomes by engaging teams in large and mid size organisations. Proven track record of outstanding leadership results and corporate project delivery.
Overview
47
47
years of professional experience
Work History
Receptionist / P & C Business Support
SGCH
Hurstville
06.2023 - Current
Office Manager
All Art Displays
Milperra
10.2020 - 06.2023
- Supervised staff members, organized schedules and delegated tasks.
- Maintained filing system for records, correspondence and other documents.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Processed payroll accurately ensuring all employees were paid on time.
- Ensured compliance with applicable laws regarding employment practices.
- Handled scheduling and managed timely and effective allocation of resources and calendars.
- Managed, scheduled and coordinated office functions and activities for employees.
Medical Receptionist
Gymea Bay Rd Family Medical Practice
09.2019 - 03.2020
- Greeted and checked in patients, updating patient information in computer system.
- Answered incoming calls, responding to inquiries from patients and other medical offices.
- Performed data entry tasks related to billing and collections procedures.
- Retrieved faxes and uploaded documents to patient charts to assist clinical staff.
Star Light Chandeliers
11.2017 - 12.2019
- Supervised staff members, organized schedules and delegated tasks.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Handled scheduling and managed timely and effective allocation of resources and calendars.
Delivery Manager
Citywide
09.2016 - 11.2017
- Manage day to day and long-term relationship with client
- Lead the team delivering contract outcomes
- Provide monthly reports to client
- Manage all incidents.
Senior Delivery Manager
ACTEWAGL
07.2011 - 07.2015
- Accountable for the delivery of field operations for the ACT electricity network
- Corporate Project Manager for the Staying Number One project established to implement efficiencies required to operate within the new regulatory determination
- Led the development of a new Managing Operating System
- Led the development of business scorecards for executive, branch, section, and field team levels
- Lead a team of seven direct reports and indirectly 315 field personnel
- Moved back to Sydney to be with my family and assist our daughter with our grandchildren.
Independent Contractor
Prime PMG
10.2010 - 06.2011
- Process Consultant - Client was AMP- Conduct business process interviews, analyze 'As Is' position, business rules, develop RACI matrix and recommend improvements.
Management Consultant
UtiliTrain
10.2010 - 06.2011
- Developed Strategic Business Plan, represent training providers consortium for LNG training packages, undertook a Registered Training Organisation feasibility study.
Proposed Alliance Manager
Tenix
09.2010 - 10.2010
- Energy Australia high voltage cable installation alliance
- Tenix's bid was unsuccessful.
Leighton Contractors
04.2010 - 07.2010
- Develop the transmission and distribution order book for a newly established, Leighton's division
- Recruit suitably skilled team members
- Identify suitable acquisition targets as part of establishing the business.
General Manager Operations East Region
Agility/Jemena
12.2002 - 01.2009
- Provide overall direction, management, and leadership to the 550 employees of the East Operations Group for the delivery of gas transmission and distribution services in Queensland and NSW
- Win and deliver infrastructure projects >$20 million.
- Project Manager - relocation of Operations Head Office
Manager National Service Operations
AGL
02.1998 - 12.2002
- Develop and deliver AGL's Customer Service strategy for 2.5 million customers through the effective management of 4 State based Contact Centres and Back Office Support and Billing functions involving 600 staff.
Regional Customer Services Manager
Sydney Water
03.1977 - 01.1998
- Various Management Positions- 4 years in process improvement before moving to Human Resources as Assistant Staff Development Officer
- Returning to Customer Service when the organization decentralized its services becoming involved and then leading customer service delivery.
Education
Skills
- Performance Improvement
- Project Coordination
- Meticulous and organized
- Verbal and written communication
- Positive and professional
- Staff Management
- Business operations understanding
- Documentation And Reporting
- Professional Demeanor
- Professional and polished presentation
- Multitasking and prioritization
- Project Management
- Strategic Planning
- Report Preparation
- Customer Service
- Interpersonal Skills
- Relationship Building
- Courteous and Professional
- Adaptability
- Decision-Making
- Problem-Solving
- Team Collaboration
- Problem-solving abilities
- Reliability
Professional Highlights
- Corporate Project Manager ACTEWAGL for the Staying Number One project established to implement efficiencies required to operate within the new regulatory determination. Delivered significant process improvements, customer service improvements and savings.
- Led the development of a new Managing Operating System.
- Led the development of business scorecards for executive, branch, section and field team levels.
- Developed and delivered a business diagnostic which redesigned end to end processes with centralization of support functions, consolidation of sites, workforce planning and materials management.
- Elected Chairperson for AGL National Health & Safety Committee.
- Achieved significant improvement in safety performance - reduced Lost Time Frequency Rate by 40%.
- Developed AGL's Customer Service Strategy based on customer segmentation.
- Transformed within two years AGL's service standards, to be awarded Call Centre of the Year in NSW.
- Project Manager - Establishment of the ActewAGL Canberra Contact Centre.
- Developed Sydney Waters Call Centre Strategy.
- Worked with Local Councils to develop new customer service channels
- Consolidated call handling and developed two Contact Centres.
- Developed specific Customer Service classifications for Contact Centre staff.
- Managed the recruitment of Contact Centre personnel.
- Managed the design & development of training package for Customer Service Officers.
Timeline
Receptionist / P & C Business Support
SGCH
06.2023 - Current
Office Manager
All Art Displays
10.2020 - 06.2023
Medical Receptionist
Gymea Bay Rd Family Medical Practice
09.2019 - 03.2020
Star Light Chandeliers
11.2017 - 12.2019
Delivery Manager
Citywide
09.2016 - 11.2017
Senior Delivery Manager
ACTEWAGL
07.2011 - 07.2015
Independent Contractor
Prime PMG
10.2010 - 06.2011
Management Consultant
UtiliTrain
10.2010 - 06.2011
Proposed Alliance Manager
Tenix
09.2010 - 10.2010
Leighton Contractors
04.2010 - 07.2010
General Manager Operations East Region
Agility/Jemena
12.2002 - 01.2009
Manager National Service Operations
AGL
02.1998 - 12.2002
Regional Customer Services Manager
Sydney Water
03.1977 - 01.1998
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