Alan MacFarlane
Cape Town,South Africa
Summary
Accomplished professional with expertise in operations management, account management, and service desk management. Demonstrating strong leadership and business strategy skills, driving business development and enhancing customer relationship management. Committed to leveraging these competencies to achieve organisational growth and success.
Overview
21
21
years of professional experience
Work history
Functional consultant
Braintree
08.2023 - Current
- Project managed internal migration to Microsoft Dynamics 365 Business Central, acting as functional consultant
- Managed project scope, timelines, stakeholders and go live readiness
- Oversaw data migration, UAT planning and execution
- Delivered user training and post go live support
Head of CX
Yoyo
08.2020 - 07.2023
- Demonstrate exceptional leadership skills by effectively motivating and inspiring diverse teams across multiple geographic locations.
- Ensure that Service Level Agreements (SLAs) are met for multiple retailers, ensuring that customer satisfaction is always top priority.
- Thrive in fast-paced environment by effectively managing competing deadlines and adapting to change as needed.
- Build and maintain strong working relationships with internal and external stakeholders, fostering collaborative and supportive team environment.
- Hone communication and organizational skills by working on group projects and fostering culture of transparency and open communication.
- Provide Incident Management Services, ensuring that issues are promptly identified and resolved in timely and effective manner.
- Foster cross-functional collaboration between internal departments, working collaboratively to achieve shared goals and objectives.
Account Manager
Yoyo
05.2016 - 07.2020
- Developed diverse client base to drive revenue growth within loyalty and rewards retail space.
- Built and strengthened lasting client relationships with accurate pricing and customer-centric terms.
- Consulted with businesses to provide accurate and informative product and service information.
- Built strong relationships with customers and community to foster long-term business growth.
Business Development Manager
Marcel's Frozen Yoghurt
11.2013 - 04.2016
- Reported directly to Managing Director and served as a member of the Marcel's senior management team.
- Leveraged expertise in Key Account Management and New Business Development to maintain existing relationships with distribution partners, category buyers, and suppliers while actively pursuing new business opportunities.
- Developed and executed strategic plans for new listings, strategic partnerships, and international expansion, with a focus on growing Marcel's presence in Saudi Arabia, Namibia, and Botswana.
- Negotiated national trading terms and pricing strategies in alignment with annual budgets for department.
- Planned and executed effective marketing strategies to drive brand awareness and sales growth.
- Excelled in customer interaction and relationship-building, using interpersonal skills to foster long-term partnerships with key stakeholders.
Operating Partner
Romans Pizza - Milnerton
04.2008 - 10.2013
- Successfully launched and managed Romans Pizza franchise, overseeing all aspects of store operations, including marketing, budgeting, HR, stock control, strategic planning, staff training, and quality control.
- Led team of 12 staff members, providing ongoing coaching and support to drive high levels of productivity and customer satisfaction.
- Maintained strong focus on creating exceptional customer experience, earning reputation for quality service.
- Gained extensive knowledge of hospitality industry and honed key business principles, including financial management, marketing, and team leadership.
- Developed effective systems and processes to streamline operations, maximize efficiency, and drive profitability.
- Demonstrated commitment to continuous learning and improvement, regularly seeking out new insights and best practices to enhance business performance.
Team Leader
Discovery Health
09.2004 - 03.2008
- Began career at Discovery as call center agent during launch of Discovery Credit Card in Johannesburg in 2004.
- Quickly earned promotion to position of Team Leader / Coach, managing up to 12 internal call center agents within one year of starting.
- Transferred to Discovery Health in Cape Town in 2007 and focused on delivering world-class service to members.
- Provided hands-on coaching and mentorship to team, developing their skills and fostering a culture of excellence.
- Learned valuable lessons during time at Discovery, including importance of a forward-thinking approach and benefits of investing in employee development.
- Reflect positively on time at Discovery, which was a fantastic experience that provided with a strong foundation for career growth.
Education
THETA Accredited Tour Guide
Superior Tourist Training
Cape TownHuman Resources Development - Short Course
Varsity College
Rondebosch, Cape TownCertificate in Travel & Tourism
Varsity College
Rondebosch, Cape TownSenior Certificate
Westerford High School
Rondebosch, Cape TownSkills
- Operations Management
- Account Management
- Service Desk Management
- Business Strategy
- Business Development
- Leadership
- Customer relationship management
Affiliations
- Strand Surf Lifesaving Club
- Worcester Yacht Club
Timeline
Functional consultant
Braintree
08.2023 - Current
Head of CX
Yoyo
08.2020 - 07.2023
Account Manager
Yoyo
05.2016 - 07.2020
Business Development Manager
Marcel's Frozen Yoghurt
11.2013 - 04.2016
Operating Partner
Romans Pizza - Milnerton
04.2008 - 10.2013
Team Leader
Discovery Health
09.2004 - 03.2008
THETA Accredited Tour Guide
Superior Tourist Training
Certificate in Travel & Tourism
Varsity College
Human Resources Development - Short Course
Varsity College
Senior Certificate
Westerford High School