Chantal McDonald
Christchurch,New Zealand
Summary
Senior Technical Officer with a proven track record of enhancing operational efficiency at the Insolvency & Trustee Service. Recognised for exceptional leadership in fostering cross-team collaboration and delivering high-quality technical support. Expertise in process improvement drives increased customer satisfaction through strategic problem-solving and effective communication. Dedicated to refining regulatory frameworks that benefit both customers and stakeholders.
Overview
14
14
years of professional experience
Work History
Senior Technical Officer
Ministry of Business Innovation & Employment
Christchurch
04.2013 - Current
- Administration of bankruptcies, court liquidations, no-asset procedures, and debt repayment orders.
- Reviewing and making of Debt Repayment Orders and Variation Orders.
- Investigating and summarising recommendations for representations, objections, and cancellations.
- Administering the Official Assignee’s Debt Repayment Order Estates and ensuring compliance with the order terms are met.
- Trust accounting administration, including bank account and estate reconciliation.
- Creation and approval of interim and final distribution payments to creditors and debt repayment order supervisors.
- Creation and approval of direct credit payments and journal batches.
- Training and liaising with internal and external stakeholders, building partnerships, and working collaboratively with others to meet shared objectives.
- I have developed Debt Repayment Order processes for both internal procedures and Debt Repayment Order Supervisors, creating improvements to enhance the efficiency and effectiveness of insolvency regulation administration.
- Assisted the Engage Team with website and supervisor training content, the Debt Repayment Order Supervisors manual, and the Supervisor’s Role and Responsibilities documentation.
- In September 2017 and in 2019, I was seconded to the position of Insolvency Officer for a period of one year and six months. This role required the administration of complex bankruptcy estates and liquidation estates, investigating, and providing recommendations for self-employment, employment by a relative, hardship requests, and travel consents.
- Investigations and dealings with assets vested in the Official Assignee, in accordance with the Insolvency Act.
- In October 2021, I applied for and was successful in my application to become a senior technical officer.
- Assisted in leading and implementing new projects, including the monitoring of contribution estates and liquidation administration.
- Providing technical support and guidance to our team and other teams within the insolvency and trustee service.
- Completed the Kickstart to Leadership course.
- Preparation and sign-off of asset disclaimers and liquidators' reports.
- In April 2023, I applied for and was offered an opportunity to act in the team leader's role for a period of three weeks.
- Assisted in the interviewing of new team members.
- Providing coaching and training within our team.
- In October 2024, I was offered the opportunity to act in the team leader's role for a period of two weeks.
- Regular catch-ups with team members, including fortnightly team meetings.
Call Centre Manager
Trusty Delivery Company
Christchurch
07.2011 - 12.2012
- Collecting customer feedback, making processes to exceed customer satisfaction goals, which included running reports and supplying data to fulfill customer report requirements.
- Assisted with the development of the call center’s operations, quality, and training processes, as well as developed process improvements to enhance the efficiency and effectiveness of inter-department call center operations.
- Bank reconciliation of clients' accounts, and preparing financial statements.
- Assisted with the compilation, drafting, and reviewing of financial statements.
- Served as a corporate liaison between the finance, IT, and marketing departments.
- Created databases and spreadsheets to improve inventory management and reporting accuracy.
- Provided leadership, guidance and support to customer service representatives.
- Developed and implemented customer service policies and procedures.
- Resolved escalated customer complaints in a timely manner.
- Conducted regular performance reviews for customer service team members.
- Created strategies to improve customer satisfaction scores.
- Monitored customer feedback data and identified areas of improvement.
- Assisted with hiring, training, coaching and developing staff members.
Customer Service & Accounts Receivable Representative
EMPR New Zealand Limited
Christchurch, Canterbury
10.2010 - 11.2011
- Provided customer service by answering customer inquiries, solving problems and providing new product information
- Provided reliable and timely project by project expense, capitalization, amortization and spend data for all departments
Education
Certificate - Beyond Diversity
Courageous Conversations About Race
Online Course 01-2023
Certificate - Conversations That Matter
Kohinga Kōrero
Online Course 01-2023
Certificate - Belong At MBIE
Nō Konei
Online Course 01-2023
Certificate - MBIE Leadership Capabilities Course
Mana Aki
Online Course 01-2023
Certificate - Leadership
Kickstart To Leadership
Online Course 01-2021
Certificate - Regulatory Compliance Level 4
Regulatory Compliance Level 4
Online Course 01-2021
Certificate - Regulatory Compliance
Regulatory Compliance Level 3
Online Course 01-2019
Certificate in Admin & Reception Completion - Customer Service, Reception, Administration, Computing Level 1, Computing Level 2
Adept Secretarial Services
Christchurch, Canterbury, New Zealand01.2005
Skills
- Clear Communicator
- Professional Development
- Report development
- Proficient in Prioritisation
- Focused on customer satisfaction
- Team liaison
- Skilled negotiator
- Employee training and development
- Strategic Problem Resolution
- Supportive Attitude
- Complaint resolution
- Coaching
- Mentoring
- Workflow management
- Verbal and written communication
- Onboarding and orientation
- Process improvement
- Technical support
- Complex Problem-solving
- People management
- Leadership
- Employee training
- Meeting facilitation
- Teamwork and collaboration
Accomplishments
- Promoted to Call Centre Manager, 12/2012
- Promoted to Senior Insolvency Examiner, 12/2015
- Successfully organised and presented multiple Debt Repayment Order Supervisor training sessions across New Zealand, 12/2017
- Secondment to an Insolvency Officer, 12/2017
- Secondment to an Insolvency Office, 12/2019
- Promoted to Senior Insolvency Technical Officer, 12/2021
- Completed Kickstart to Leadership, 12/2021
- Acted as team leader April 2023
- Acted as team leader in October 2024
Timeline
Senior Technical Officer
Ministry of Business Innovation & Employment
04.2013 - Current
Call Centre Manager
Trusty Delivery Company
07.2011 - 12.2012
Customer Service & Accounts Receivable Representative
EMPR New Zealand Limited
10.2010 - 11.2011
Certificate - Beyond Diversity
Courageous Conversations About Race
Certificate - Conversations That Matter
Kohinga Kōrero
Certificate - Belong At MBIE
Nō Konei
Certificate - MBIE Leadership Capabilities Course
Mana Aki
Certificate - Leadership
Kickstart To Leadership
Certificate - Regulatory Compliance Level 4
Regulatory Compliance Level 4
Certificate - Regulatory Compliance
Regulatory Compliance Level 3
Certificate in Admin & Reception Completion - Customer Service, Reception, Administration, Computing Level 1, Computing Level 2
Adept Secretarial Services
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