Rebecca MacDonald
Maitland
Summary
Experienced and empathetic Strategic Analyst specialising in supporting Centrelink and Medicare projects, operational service delivery, and compliance activities at Services Australia. Skilled in tailoring messaging to align with strategic goals, I have a deep understanding of the agency and Australian Public Service. Known for providing valuable advice to senior staff, crafting professional communications, engaging stakeholders, analysing project outcomes, and supporting staff through transitions. Seeking new opportunities to apply my versatile skills and expertise.
Overview
33
33
years of professional experience
Work History
Strategic Analyst (APS6)
Partnered Programs and Design Branch
09.2024 - Current
- Analysed relevant industry change drivers to provide strategic guidance to internal stakeholders and project teams.
- Collaborated with cross-functional teams to develop a prioritised list of transformation initiatives for consideration in budget submissions.
- Established and maintained effective relationships with external stakeholders to influence investment in agency priorities.
- Led internal workshops to identify key issues and opportunities to improve processes when seeking investment in transformation.
Senior Project Officer (APS6)
Medicare Branch
11.2023 - 09.2024
- Developed and maintained project management plans, risk management plans and stakeholder engagement and communication plans.
- Coordinated monthly project status reports and distributed for executive visibility.
- Undertook project assurance activities and maintained project documentation in the project Altus site.
- Led independent research, identified opportunities for business process improvement and presented findings to inform strategic decision making.
- Increased team capability through sharing technical expertise in Benefits Management practices.
Senior Business Analyst (APS6)
Integrity Transformation Branch
04.2022 - 11.2023
- Improved project efficiency by analysing business processes and identifying areas for improvement.
- Conducted gap analyses to identify discrepancies between current and desired states, leading to actionable recommendations.
- Supported leadership team with reporting, analysis, and business presentations to inform divisional strategies.
- Collaborated with stakeholders to identify business needs and data sources.
- Generated ad-hoc reports to evaluate specific business requirements.
- Identified patterns and trends in large data sets and provided actionable insights.
- Generated standard and custom reports to provide insights into business performance.
Business Analyst (APS5)
Integrity Transformation Branch
11.2021 - 04.2022
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Improved business processes by analyzing current practices and recommending optimization strategies.
- Collaborated closely with stakeholders to identify opportunities for process improvements and drive continuous innovation in the organization.
- Conducted market research studies to provide valuable insights for strategic planning initiatives.
Quality Development Officer (APS5)
Payment Assurance Operations Branch
08.2019 - 11.2021
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Facilitated team-building exercises to foster collaboration between department members.
- Streamlined processes for creating, updating, and distributing training materials, resulting in significant time savings for staff members involved in these tasks.
- Conducted comprehensive needs assessments for tailored training programs, enhancing employee performance.
Compliance Assurance Officer (APS4)
Payment Assurance Operations Branch
07.2007 - 08.2019
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
- Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Conducted thorough investigations into complex cases, leading to successful resolution of numerous high-profile incidents.
- Mentored junior officers, providing guidance and support to foster professional development and career progression.
- Ensured compliance with national and local laws through regular policy reviews and updates.
- Conducted regular reviews of operations and identified areas for improvement.
Customer Service Officer (APS4)
Smart Centres East Coast Branch
11.2002 - 07.2007
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Completed data entry to record call notes, suggestions and questions.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and agency outcomes.
- Conducted thorough research to provide detailed solutions to complex customer inquiries, ensuring satisfaction and understanding.
- Provided constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained up-to-date knowledge of product and service changes.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Cross-trained and provided backup support for organizational leadership.
Crew, Trainer, Manager
McDonalds Australia
02.1992 - 11.2002
- Set positive example for team members by providing high-quality, efficient service.
- Trained other employees in customer service, food safety, and performance requirements.
- Mentored new hires, helping them acclimate to the company culture quickly and efficiently.
- Enhanced team efficiency by conducting thorough crew member training sessions.
- Analysed training requirements of crew members to identify areas for improvement, bridge gap and provide resources.
- Improved customer satisfaction rates through consistent monitoring and coaching of crew members.
- Coordinated schedules and resources effectively to ensure ample coverage during busy shifts.
Skills
- Project management
- Analytical skills
- Design strategy
- Multitasking and organizing
- Problem-solving
- Decision-making
- Reliability and adaptability
- Task prioritisation
- Time management
- Interpersonal communication
- Teamwork and collaboration
- Attention to detail
- Conflict resolution
- Employee training
Timeline
Strategic Analyst (APS6)
Partnered Programs and Design Branch
09.2024 - Current
Senior Project Officer (APS6)
Medicare Branch
11.2023 - 09.2024
Senior Business Analyst (APS6)
Integrity Transformation Branch
04.2022 - 11.2023
Business Analyst (APS5)
Integrity Transformation Branch
11.2021 - 04.2022
Quality Development Officer (APS5)
Payment Assurance Operations Branch
08.2019 - 11.2021
Compliance Assurance Officer (APS4)
Payment Assurance Operations Branch
07.2007 - 08.2019
Customer Service Officer (APS4)
Smart Centres East Coast Branch
11.2002 - 07.2007
Crew, Trainer, Manager
McDonalds Australia
02.1992 - 11.2002
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