Anne Young

I specialize in Process Re-engineering. I love the challenge of inviting businesses to rethink our processes. What do our customers truly find valuable? What really adds value to us as a company? Do our customers recognize us for those things? If not, they may not be adding the value you think they are to your business. 

In today's world we all too easily settle into a process for so long, that we begin to feel our process itself is valuable or that our process is a rule imposed on us by our customers. These are expensive mistakes that all add up to reduced profitability, through lack of innovation and higher staffing than required to conduct inefficient wasteful processes.

Taking a hard look at your processes, asking the difficult questions and answering them honestly, will result in innovative, efficient, high value processes which will add greater value to your business and result in happier, more satisfied customers. 

Many companies ask themselves, can I afford to review and change my processes? The right question to ask yourself is, can you afford not to?

OWNER OPERATOR | 08/2016 to 06/2022

Wood Finds, Bedford, NS

• Owned and operated a manufacturing and export-based home décor company. 
• Manufactured, exported, and provided customer service for over 1.5 million dollars in product sales.
• Managed multiple staff over a 6-year period. This includes hiring, professional development, training, payroll, HR, and work assignments.
• Designed a back-end system for my business automating 80% of our electronic activities and error-proofing offline activities.

Business Analyst | 03/2012 to 08/2016

Staples, Halifax, NS

• Responsible for developing business requirements, conducting requirement interviews, writing user stories, document analysis, surveys, site visits, business process capture, building models, and gap analysis.
• Gathered and evaluated data to identify clients’ needs and reconcile conflicts in reporting.
• Collaborated with internal and external stakeholders to deliver functional & non-functional requirements, report wireframes, use cases, GUI, screen, and interface designs for multiple IT initiatives.
• Streamlined processes by identifying and eliminating waste areas through the use of lean six sigma, created documentation to support change, developed training, and monitored the changes after implementation.

CUSTOMER SERVICE ANALYST| 08/2011 to 03/2012

Staples North American Delivery, Lower Sackville, NS

• Responsible for UAT test case reviews, process inventory capture, waste reduction, process mapping, and process re-engineering.
• Developed productivity dashboards based on data servers.
• Identified process gaps and inaccuracies in reporting by utilizing time studies and partnering with the business to present the findings and help find actionable solutions.
• Conducted the design, development, and execution of project charters based on the DMAIC philosophy.

Workforce Administrator | 01/2009 to 08/2011

Staples North American Delivery, Lower Sackville, NS

• Monitored the performance of all Operations Support Teams within particular business units to ensure both internal and external customer Satisfaction.
• Constructed 14 Bio Queries currently used within Workflow to reduce time spent monitoring active volume and provide very accurate and up-to-the-minute status of the business.
• Implemented process changes over 8 months to provide savings of $18,000.00. 
• Built relationships with Associates by understanding their strengths and development needs and getting them the support needed to succeed daily.
• Participated in administering $308,000 in voluntary time off savings by automating manual tasks and freeing up associates to have summers off with family. 

Cross Channel Help Desk Representative | 01/2007 to 01/2009

Staples Operations Support 

• Worked daily without supervision in time-sensitive and customer-oriented manners, where resolutions must be found quickly and accurately employing all resources efficiently.
• Designed several research projects to save Staples money and resources and improve customer experience in my personal spare time.

1. Associates Certification in Business Analysis: Business Analysis, 2013 - Global Knowledge - Staples
2. Accounting Clerk: Finance, General, 1991 - Nova Scotia Community College - Halifax, NS 
3. Lean Six Sigma Green Belt Certification
4. Business Analysis Essentials - BA10
5. Business Process Analysis - BA45
6. Project Management Fundamentals - PM01 
7. Requirements Development, Documentation, and Management - BA20