Heidi Macfarlane Email & Phone Number

Charlotte, Nc, Us

Richmond, Virginia, Us

Organizational Change and Project Management support for the Minneapolis Public School District implementation of Infinite Campus student information system software. Develop the project governance charter, stakeholder communications plan, and support the school program implementation team in all aspects of implementation planning and execution.

Wayne, Pennsylvania, Us

Guide and support development of an effective training governance model. Partner with corporate global learning and develop strategies to best support maintenance, usage, storage, change management, and document control. Coordinate maintenance of the SAP S4 HANA curriculum and training materials and coordinate delivery of required training for new users.

Wayne, Pennsylvania, Us

Organizational change management support for the global implementation of SAP S4HANA software. Plan and deliver effective global communications, including design and execution of SharePoint pages for project team members and end users. Support the training organization by leading the plan for train-the-trainer and end user training delivery. Conduct all change impact analysis related activities for the manufacturing group to fully understand the implications of all changes for each impacted role. Advise on matters of document management and project governance.

Wayne, Pennsylvania, Us

Support a global team in documenting new end user software access protocols, developing applicable training and preparing trainers to educate end users. Develop and implement a comprehensive management and end user change impact analysis and communication plan.

Beloit, Wi, Us

Designed and implemented a customer success program for this SAAS B to B company, resulting in a 99% customer retention average. Established strategic analysis of customer goals, objectives and opportunities to influence collaboration to meet customers’ needs. Directed all customer-facing teams, including project management, customer onboarding, training, technical publications, 24/7 client service desk, and account directors.Monitored service delivery to ensure high quality performance and execution. Forecasted challenges and opportunities.Developed strategies and processes to ensure efficient and effective service for all customer groups.Met regularly with key client stakeholders and executives to develop strategic relationships.Responsible for implementing and overseeing operational crisis management plan.Leadership mentor to key company directors and managers identified as future leaders.Planned and managed multi-million dollar operational budget.

Beloit, Wi, Us

Phoenix, Arizona, Us

• Chaired the strategic planning and product development process for MedAire’s service innovations, which resulted in more than $2 million in new, recurring annual revenue.• Founded and led MedAire’s global airline client advisory council; conducted quarterly account reviews with 30 carriers, demonstrating value creation via data analysis and benchmarking trends.• Facilitated cross-functional crisis communication team regarding global events affecting MedAire’s clients and staff, including manufacturer recalls, communicable disease threats, natural disasters, international security threats.Influenced MedAire’s brand prominence and reputation by serving as an airline subject matter expert, expert legal witness, and media spokesperson. • Engineered data collection and analysis process to improve operations and airline client performance.• Presented at 11 industry conferences; and authored four industry papers (including two responses to notices of proposed rulemaking).• Was interviewed for 25+ leading news organizations, including The New York Times, The Canadian Press, The Guardian, USA Today, National Public Radio and the British Broadcasting Company.

Phoenix, Arizona, Us

• Developed and managed $6M operational budget; planned, developed and directed all aspects of the operations of two remote medical advisory response centers, including MedAire’s MedLink program.• Established, implemented and monitored response service standards; implemented effective processes to achieve continuous quality improvement.• Oversaw compliance with applicable Federal and international regulations.• Directed administrators, RN Case Managers, Physicians, and Communication Specialists, and created new programs for professional development, compensation and job descriptions.• Established and monitored MedAire’s response service standards for ISO 9001 compliance; implemented effective processes to achieve continuous quality improvement.

Phoenix, Arizona, Us

• Formulated acquisition and retention strategies for airline sales team, resulting in the growth of airline clients from 40 to 120 in 11 years.• Directed MedAire’s commercial aviation sales team responsible for $25M in sales revenue; managed the team’s $3M budget.

Dallas, Tx, Us

• Represented Southwest Airline’s in-flight department to the FAA and industry associations; consulted with the FAA to rewrite portable oxygen regulations, eradicating paperwork for airlines.• Spearheaded Southwest Airline’s regulatory compliance of cabin services training programs, curriculum, procedures, and publications; led all aspects of flight attendant safety training and procedures.• Developed Southwest’s in-flight policies and procedures; published an FAA-compliant regulatory and emergency procedures manual.• Established the Southwest Airlines Same Page Committee with representatives from all operating departments, to harmonize internal operations manuals.• Selected to participate in the Southwest Airlines Manager-in-Training Programs that offered the employees who showed strong potential for senior leadership roles leadership development to prepare for the next level.

Us

• Researched, developed and implemented all US Airways’ flight attendant training programs; produced FAA-compliant curriculum including lesson plans, training aids, videos and proficiency evaluations. Monitored training programs and manuals for technical accuracy and regulatory compliance. • Evaluated US Airways’ corporate standards and procedures, and recommended improvements; created data collection and processing system for quantitative training analysis; created and implemented internal staff development programs on instructional systems design and facilitation skills.• Participated in US Airways investigations of non-compliance and mitigation with the FAA.

Baltimore, Md, Us

Taught conversational FrenchManaged the conversational French instructor group

Master Of Education, Teaching English As A Second Language

Modern Language & Linguistics, French & Russian