Rachel Mackay

• Implemented process improvements to increase operational efficiency.
• Optimised CRM setup and trained staff on CRM usage and best practices to increase accuracy and efficiency and to reduce significant levels of frustration amongst staff
• Managed staffing needs through recruitment, selection, onboarding, training and disciplinary action as necessary.
• Assessed employee development needs and provided feedback on their progress towards meeting goals.
• Managed substantial restructuring processes across the organisation in response to contract alterations. Ensured clear communication, that staff felt supported, and that remaining contract obligations were still completed to a high standard.
• Prioritised and organised tasks to efficiently accomplish service goals.
• Facilitated group and one-on-one sessions with Job Seekers on a wide range of topics

• Built relationships with customers and industry professionals to establish long-term business growth.
• Developed strategic plans to increase sales, brand recognition, and tailor the Mind Of My Own products for the unique context of Australia and New Zealand markets.
• Increased sales and the profile of the business in both countries
• Supported existing customers to increase usage and get the most out of the products

Part-time, while also working for Open Home Foundation - see below.

Provided a range of consulting and development services for non-profits and small businesses, including:

• Domain and website hosting.
• Microsoft 365 tenant setup and administration.
• Website creation, hosting, and development using WordPress.
• Providing setup and education on using Microsoft Teams and other Microsoft 365 tools.
• Custom development to meet customer needs using tools such as SharePoint Online, Power Automate, and Excel Pivot Tables.

Part-time, while also working for Open Home Foundation - see below

• Coached, mentored, and trained team members in order to improve their job performance.
• Ensured compliance with all applicable laws, regulations, and industry standards.
• Conducted quality, timely performance feedback, and performance appraisals.
• Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures, and controls.
• Implemented new technologies to streamline operations, reduce costs, and improve customer service.
• Guided the organisation through the process of merging with a larger organisation

• Worked with other senior staff members to develop a Quality Improvement framework for the organisation
• Reviewed and updated the organisatons's policies to ensure they aligned with contractual requirements and the realities of front-line practice.
• Reviewed and streamlined the organisation's various IT systems to support and simplify the administrative work of all members of the organisation.
• Designed, built and managed a large internal intranet in Sharepoint 2013
• Researched best practice nationally and internationally and developed a set of recommendations for enhancing OHF's services, the majority of which were then implemented.

• Oversaw all aspects of day-to-day practice operation.
• Provided training, leadership and guidance to the social work team in order to meet goals and objectives, and ensure the safety of the tamariki, rangatahi and whānau we cared for
• Ensured compliance with all legislative and contractual requirements
• Worked closely with Regional and National Leadership to ensure alignment of practice with National standards
• Built and maintained strong relationships with community partners
• Addressed issues of performance, and interpersonal conflict as needed
• Ensured that all programs were appropriately resourced while staying within budget constraints
• Supported and encouraged staff to continue to upskill including completing additional qualifications.