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Lynda McNaught CV
- 1. Lynda McNaught 1 Ashlea Bend Dunmurry BELFAST BT17 9QB m: 07749113190 Email: lynda_me_01@hotmail.com Profile A highly motivated and accomplished individual dedicated to the concept of excellent customer service and quality. An energetic and articulate individual with the ability to quickly absorb new processes and procedures and able to motivate others to achieve their targets as well as my own. I have experience leading, coaching and developing a team ensuring exceptional customer service is consistently delivered. I possess excellent communication skills matched with the ability to problem solve effectively. I have gained great people management skills throughout my career which has enabled me to develop strong understanding and negotiation and performance management skills. Key Skills • Highly motivated. • Excellent achiever. • Strong track record of developing people, appreciates the importance of using a range of motivational techniques to ensure success. • Recognises targets and effectively manages people to meet and exceed these targets through the use of differential management and plans for improvement. • Great analytical abilities providing the ability to analyse problems and offer solutions. • Excellent leadership and communication skills matched with the ability to problem solve effectively. • Ability to write concise and accurate test plans for testing. • Able to prioritise a demanding workload to ensure success. • Experience with the use of Quality Centre, Microsoft Excel, PowerPoint, Word, Outlook and Notes with the ability to record and document figures. Consultancy and Project Management • Part of successful implementation team, working closely with the business and IT to ensure successful delivery of the project. • Have successfully managed testing requirements from start to finish, identified other channels that will be impacted to ensure they were fully updated and involved with the testing if required. • Key stakeholders recognised and continually updated throughout the project life cycle via email communications, leading daily project status calls and issuing weekly project update slides. • Excellent analytical and technical skills and can quickly recognise areas of improvements and conflicts, have the ability to develop business solutions. • Remained flexible when requirements have changed to ensure the successful delivery of the project or change. • Managing and delegating workloads to my team whilst being available for support. • Excellent leadership match with the ability to problem solve effectively. • Quickly grasped the change management process and learnt how IT deliver changes. • Gained knowledge of the internet banking infrastructure to enable me to effectively test the application. Business Test Analyst • Successfully led and managed the Account Switching Service Industry project and new payment type LINK Receive Testing in Danske Bank • Lead tester for project aiming to close the digitization gap in regards to customer documents. • Lead analyst on regulatory project for Common Reporting Standards • Created and managed test plans both via Quality Centre and Microsoft excel, can effectively generate end of day reports for senior stakeholders. • Project lead on the migration of Maestro Cards to Debit MasterCards in Danske Bank. • Have met targets and deadlines by prioritising workload, ensuring prepared for projects by reviewing specific documentation, which has been created for the project in advance, understanding business requirements and setting up conference calls or face-to-face meetings to discuss the new change/process or service. • Led the Santander testing team for retail internet.
- 2. • Effectively assessed the RBS migration project to understand the cross channel impact of the changes we were delivering for internet and mobile banking platforms. • Fully trained retail banking advisor, used this experience to help test various internet banking platforms; business banking, retail banking and mobile banking. • Managed delivery of deployments and testing requirements in the absence of the project manager. Communication, Organisational & Customer Service skills • During times of multiple deployments I have worked efficiently by prioritising workloads to ensure deadlines are met, but remained flexible and regularly reassessed workloads to accommodate any further changes. • Developed communications and training documents to support business and improve the efficiency of the service provided. • Have the credibility and confidence to engage with senior management teams and external clients. Able to communicate effectively face to face, over the phone and by writing, I appreciate the need to use language appropriate to the recipient. • Have continually strived to exceed customer expectations by looking to improve current processes. • Lead daily calls during which I would obtain IT buy-in on incident priorities and get definitive fix dates during the discussions. Career Summary Senior Project Analyst- Danske Bank February 2013 – Present • Business Case Development – providing input to the business case supporting the project(s) and monitoring change to ensure achievement of financial metrics and scope. • Release Management – supporting the planning and release of change within Danske Group to achieve a co- ordinated rollout of change and ensuring the change capacity of the organisation is not exceeded. • Definition Management – analysis to support alignment of the solution to the operational vision and make appropriate recommendations to the Senior Project Manager / Project Manager. • Quality Management - maintaining quality process and standards both within the project team and the solution to satisfy stakeholder expectations. • Testing – coordinate and undertake testing activities within the project team to ensure systems / solutions function properly to suit business requirements. • Project Execution – participate in the development of implementation plans and participate in the execution of the agreed solution. • Ensure full compliance with all Group standards, policies, processes and procedures and with all external legal, regulatory and voluntary code obligations. • Analysis of project plans to reflect project progress, change and issue resolutions • Production of risk analysis to support the management of the project risk profile. • Analysis of issues and change through monitoring the issue resister to support management of impacts on programme plans. • Prepare agendas and information packs, attend and minute meetings and ensure that resultant actions are addressed as required. • Project Manager on Account Switching Service for Industry Testing. • Lead Project Analyst and tester on migration of Maestro Cards to Debit MasterCard • Effectively communicate and lead daily project status calls with buddy banks to discuss testing progress, defects and planning. • Efficiently delegate work. • Review business requirements and PRD’s to ensure Industry Testing is compliant and there is no negative impact on customer experience. • Communicate defects and issues found during testing to senior management, buddy banks and Payments Council. Business Test Analyst – Santander January 2012 – January 2013 • Effectively communicated verbally on PPI calls to ensure incidents were fully discussed and resolved efficiently.
- 3. • Used my knowledge of systems to help resolve incidents. • Effectively manage the PPI log and ensure full team has fully understanding of all incidents.. • Reviewed business requirements and DDR’s to ensure they did not have a negative impact on customer experience. Managed the ordering and usage of credentials within Model Office. • Created and executed test plans for several deployments • Communicated incidents/issues raised by customer’s to senior management to ensure they have clarity on the status of Internet Banking. Team Manager (seconded) – Santander - March 2011-January 2012 • Producing high quality standards and delivering an excellent customer experience through Customer First standards • Proven people and performance management success’s through use of differential management and plans for improvement • Good analytical abilities which enable the vision to analyse problems and offer solutions that will improve the customer quality expectation • Have gained good coaching, developing and managing skills to bring about continues improvement to include One on One coaching development through the T&C scheme • Ability to record and document numeric and demonstrate the figures on excel • Proven experience to achieve excellent customer care targets while managing a team of customer care advisors • Leadership skills which enable me to manage my team to achieve the best possible customer experience to retain and develop more business for the organisation as well as implementing successful training for change of process and products • Managing and Development of advisors regarding complaints and able to resolve complaints effetely and effetely • Experience of managing Absence, adhering to policy and procedures in place to achieve the best possible results. • Delivery of team meetings, briefings, and daily communications • Encouraging the advisors to work towards advisor progression as well as achieving quarter bonuses and to support individuals in their career goals • Demonstrating best practices amongst various advisors to improve skills and knowledge • Won several campaigns within the Ecommerce department due to constant motivation of my team and being there to support them, ensuring everyone has the opportunity to take part. • I have a strong character and am seen as both approachable and authoritative. I work well with colleagues, advisors and customers alike. • I have been awarded with an End of Year Performance Rating of EP for the last 2 years in a row which is the highest rating that can be achieved. Customer Services Advisor – Santander - October 2008-March 2011 • Used a range of systems and knowledge to assist customers • Dealt with complaints from customers working within the FSA guidelines • Consistently achieved all KPI targets and high T100 score • Efficiently dealt with inbound telephone calls. Have quickly gained vast amounts of knowledge with regards to accounts, systems and procedures • Buddied with new starters giving them the knowledge and confidence to undertake the role • Development Coach in the Ecommerce Department, which involved me managing a small group of advisors and enabling them to achieve their personal targets, I did this by side by side coaching and also by getting the new advisors to listen to me take calls as well as doing weekly reviews and remote listening. I have received some very encouraging feedback from managers and customers regarding the work that I do. Education • Friends Grammar School, Lisburn, Antrim. • 9 GCSE’s including Maths and English – B and Double Award Science – CC including others ranging between B and C • CLAIT • Glasgow Caledonian University
- 4. • Knowledge of Microsoft Excel, Microsoft Word, Microsoft Power Point and Microsoft Project References available on request.