LORRAINE MULLIGAN
Summary
With extensive customer service experience in various settings and roles, I have developed exceptional support skills. Recognized for teamwork and initiative during my 25-year tenure with the City of Ottawa. Further honed transferrable skills and ability to work independently during another 25 years in financial institutions. Highly skilled in managing day-to-day operations and proficient in administrative services and office technology. Expertise extends to a wide range of software applications including Word, Excel, Outlook, Calendar, PowerPoint, Teams, QuickBooks, digital art programs, and AI programs.
Overview
31
31
years of professional experience
2
2
Languages
Work History
Case Coordinator
City Of Ottawa
01.1998 - 08.2021
- Analyzed case trends to inform strategic planning and service development.
- Facilitated workshops for clients on self-advocacy and empowerment, building their confidence to navigate challenges.
- Developed and maintained comprehensive database of community resources, streamlining referral process.
- Established trust with clients through empathetic listening and respectful engagement, fostering positive working relationships.
- Trained new case coordinators, sharing best practices and enhancing team capabilities.
- Enhanced client outcomes by developing comprehensive case plans tailored to individual needs.
Program Supervisor
City Of Ottawa
11.2012 - 01.2013
- Provided ongoing direction and leadership for program operations.
- Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
- Coached team members on productivity strategies to accomplish challenging goals.
- Evaluated program performance regularly, using data-driven insights to inform future decision-making processes.
Program Coordinator
City Of Ottawa
08.2010 - 10.2012
- Maintained detailed records of program activities and participant data, ensuring compliance with internal policies and external regulations.
- Established strategic partnerships with external organizations, expanding program reach and impact.
- Organized events and workshops to engage participants, enhancing their learning experience within the program framework.
- Championed program improvement initiatives based on stakeholder feedback, demonstrating adaptability and a commitment to excellence.
- Assisted in the development of grant proposals, securing funding for vital program initiatives.
Employment Counselor
City of Ottawa
03.2008 - 02.2010
- Developed personalized action plans to help clients achieve their short-and long-term career goals.
- Evaluated program effectiveness using various assessment methodologies, making improvements where necessary.
- Implemented case management system upgrades to streamline processes and enhance overall efficiency.
- Streamlined the job application process for clients, resulting in quicker responses from employers.
- Introduced special outreach programs to department chair in effort to increase institution's interest in community service.
Verification Specialist
City Of Ottawa
07.1995 - 01.1998
- Maintained a high level of professionalism when interacting with external parties during the verification process.
- Verified client information by analyzing existing evidence on file.
- Upheld company reputation for integrity by consistently applying ethical standards during all stages of the verification process.
- Participated in regular performance reviews, using constructive feedback as an opportunity for growth and development within my role as a Verification Specialist.
- Adhered to strict deadlines for completing verifications, ensuring prompt delivery of results to clients.
- Identified potential areas for improvement within the verification process, proposing solutions that increased overall productivity.
Social Service Clerk
City Of Ottawa
08.1992 - 05.1995
- Reduced customer complaints by effectively addressing and resolving issues as they arose.
- Consistently upheld company values through excellent work ethic and dedication to delivering outstanding service.
- Processed transactions quickly and accurately, resulting in reduced wait times for customers.
- Collaborated with team members to achieve consistent, high-quality customer experiences.
Emergency Fire Fighter
City Of Ottawa
11.1990 - 01.1992
- Evaluated new firefighting technologies and equipment, making recommendations that enhanced department capabilities.
- Saved lives by executing timely search and rescue operations in various emergency scenarios.
- Provided medical assistance as a certified EMT during emergency response situations, improving patient outcomes.
- Performed detailed post-incident analysis to identify areas for improvement within the department''s emergency response procedures.
- Maintained firefighting equipment, ensuring optimal functionality during critical emergencies.
- Utilized strong communication skills to relay crucial information between incident command staff and field personnel efficiently.
- Implemented traffic control measures at incident scenes, ensuring the safety of both first responders and the public.
Loan and Mortgage Officer
Credit Union One
10.1990 - 01.1992
- Expedited loan closing times through effective communication and coordination with title companies, appraisers, and attorneys.
- Minimized risk exposure for the organization by carefully adhering to established lending policies and procedures while evaluating potential borrowers'' creditworthiness.
- Improved customer satisfaction by providing timely and accurate information on mortgage products and services.
- Assisted clients in overcoming barriers to homeownership by recommending appropriate government-backed loan programs.
Education
BA - Psychology
University of Waterloo
Emerging Leaders Certificate - undefined
City of Ottawa
Law History - Legal Studies
Carleton University
Social Work Certificate - undefined
Renison College
Fire Crime Detection - undefined
Ontario Fire College
Skills
Patient care
Time management
Teamwork and collaboration
Risk management
Administrative management
Planning oversight
Program implementation
Excellent communication
Administrative leadership
Administrative management
Timeline
Program Supervisor
City Of Ottawa
11.2012 - 01.2013
Program Coordinator
City Of Ottawa
08.2010 - 10.2012
Employment Counselor
City of Ottawa
03.2008 - 02.2010
Case Coordinator
City Of Ottawa
01.1998 - 08.2021
Verification Specialist
City Of Ottawa
07.1995 - 01.1998
Social Service Clerk
City Of Ottawa
08.1992 - 05.1995
Emergency Fire Fighter
City Of Ottawa
11.1990 - 01.1992
Loan and Mortgage Officer
Credit Union One
10.1990 - 01.1992
Emerging Leaders Certificate - undefined
City of Ottawa
Law History - Legal Studies
Carleton University
Social Work Certificate - undefined
Renison College
Fire Crime Detection - undefined
Ontario Fire College
BA - Psychology
University of Waterloo
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