Anna Mcfarlane Email & Phone Number

Calgary, Ab, Ca

Calgary, Alberta, Canada

• Manage three of the largest accounts worth over $500M, successfully leading the renewal of their yearly contracts.• Work closely with internal teams, reviewing problem resolution and improving processing time by over 60%.• Provide strategic support to clients, making informed suggestions and recommendations based on data, experience, and best practices.• Develop and maintain account level runbooks that document Client's use of solutions as well as integrations with third-party services and applications.• Coordinate and deliver bi-annual reviews, ensuring alignment on business objectives, setting benchmarks for KPIs and strategizing on opportunities.

Calgary, Canada Area

• Lead end-to-end projects, chairing meetings, scoping projects with stakeholders, managing teams of 4 - 6, assigning individual tasks, leading quality assurance tests, reviewing final insights and successfully delivering on-time results.• Lead off-shore team on projects, facilitating individual assignments, coordinating touchpoint meetings and training, ensuring we meet deadlines with quality insights.• Demonstrate client leadership by assisting clients to drive growth and sustainable business impact.• Provide ongoing advanced analytic services and support to client (from assistants to category managers, to leadership teams and VPs) and , generating new level of insights in sales performance, promotion effectiveness and customer shopping behaviour.• Liaise with all levels of the organization including client stakeholders from analysts to VP leadership team, providing business and product performance insights via email, powerpoint, excel reporting and live presentation.• Lead the training initiative for internal client stakeholders, developing and delivering webinars, inhouse structured workshops and one-on-one sessions. Create training materials and oversee translations of documentation.• Ensure the accuracy and utility of client databases, including maintenance, data quality, and timely database structure changes.

Calgary, Canada Area

• Provide technical support to bilingual clients and training to team, with the ongoing goal of delivering optimum service to internal and external clients.• Supporting Client Administrators as the project manager on large client events and problem resolution.• Collaborate with management team to ensure day-to-day support for the Client Administrators.• Review compliance issues, ensuring internal controls are met and areas requiring improvement are mitigated by providing additional training and support. Preparing SSAE 16 reports for internal compliance auditing.• Tracking open issues and offering direction to problem resolution, with a focus on risk mitigation, operational efficiency, and the customer experience.• Review and approval of inter-departmental requests, managing escalations as required.

Calgary, Canada Area

• Analyze, validate and input data into the KPI measurement tool and ensure accurate performance rankings using expert level Excel tools.• Review processes, create process documents and reduce "waste" by applying lean methodologies with the intent to liberate time and improve efficiency of overall process and results.• Provide monthly financial reporting and metrics on program KPIs to the Retail organization.• Act as the focal point for inquiries and claims through 3rd party insurance partner. Review current processes and apply improvements through formal 6 sigma project, applying project controls gathering data, managing and analyzing processes used to predict, understand and constructively influence the time and cost outcomes of the initiative.

Virtual/International

• Manage Continuous Improvement documentation on Sharepoint site, developing a complete refresh proposal to review and improve content, usability and accessibility. Manage ongoing improvements.• Engage regularly via teleconference with global stakeholders in different parts of the business (Chemicals, Trading, Supply…) to manage report of internal resources, provide assistance with communications, meetings and webcasts.• Support the Global Community Working Group with change management advice, increasing Continuous Improvement awareness and creating a global CI Community.• Engage with Retail Core Team and Retail CI Leads to determine content for bi-monthly newsletters, monthly communications and webcasts, manage end to end process, drafting content, collating, presenting and distributing.• Develop and implement process for newsletters specific to the Retail CI business, as a medium to share at Market Unit level. Regularly assist with drafting individual articles for submission.

Calgary, Canada Area

• Lead the Wet Stock Management Process Improvement Project, identifying the current legislative requirements, determining the best practices and how these can be incorporated in an existing application. Pilot changes and ensure a successful deployment. • Function as Operations liaison for AIR MILES Cash Incentive, communicating requirements to IT team and producing a process manual for Retailers. Oversee lab testing, as well as beta/pilot. Ensure proper operation of new function on POS devices reporting tools. Support rollout and success of functionality.• Coordinate the Optional Receipt Prompt at Pump Project ("Receipt on Demand"). Oversee lab testing, as well as beta/pilot. Ensure proper operation of new functions on pump display. Oversee roll-out and success of functionality. Provide metric reports on L1 benefits and savings.

Calgary, Canada Area

• Leading the end to end service delivery and data requirements in product and promotions application from head office to implementation on point of sale devices.• Supervise and lead a team of Quality Assurance Analysts in providing support for escalated issues and assisting in staff developing full competency in day to day support of product and promotion platform and activities.• Providing communications, KPI and metrics to field agents, stakeholders and management for increased visibility of support and activities within the products and promotions department.• Assisting in the seamless transition of department functions to offshore group, providing in-depth training and support during transition phase.

Calgary, Canada Area

• Providing 3rd level support to 2nd level service providers, acting as focal for escalated issues and providing technical and operational support of products and promotions application and its interaction with point of sale devices.• Developing processes to ensure proper quality assurance in data-entry, integrity and successful implementation in live environments.• Participating in a hardware/software network improvement project, assisting in testing and quality assurance during the project and providing technical helpdesk perspective on the development and structure of support during the run and maintain phase following project.• Supporting development of knowledge in Level 1 agents, providing input in the development of procedures and troubleshooting methods, creating documentation and presenting training sessions.• Resolving settlement issues, reconciling accounts through adjustments, write-offs and reversals.