Anna Micajo
Edmonton,AB
Summary
Dedicated and detail-oriented pension administration professional with progressive experience across client payments, employer services, and contact centre leadership. Recognized for delivering strategic support, mentoring high-performing teams, and resolving complex service and compliance challenges with professionalism and precision. Adept at navigating pension legislation, optimizing workflows, and fostering collaborative partnerships across organizational levels. Proven ability to manage competing priorities, lead service initiatives, and contribute to continuous improvement in fast-paced, high-stakes environments.
Overview
9
9
years of professional experience
Work History
Accounting Clerk II – Client Payments & Taxation
Alberta Pensions Services
Edmonton, Alberta
12.2024 - Current
- Oversaw complex payroll disbursements exceeding $3B annually, while ensuring CRA compliance and internal control.
- Processed and reviewed exception payments and manual transactions with high attention to tax treaties, residency, and regulations.
- Led year-end reconciliation and collaborated with external partners to resolve anomalies and support audit readiness.
- Partnered with cross-functional teams and participated in system testing and improvement initiatives.
- Advised internal stakeholders on evolving taxation policies and their operational implications, supporting informed decision-making.
- Championed process automation initiatives to reduce manual intervention, and enhance accuracy in payment workflows.
Employer Services Representative
Alberta Pensions Services Corporation (APS)
Edmonton, Alberta
06.2023 - 12.2024
- Advised employers on pension submissions, ensuring accuracy in CRM, Compass, and Ariel systems.
- Delivered training sessions and process documentation to improve employer compliance and efficiency.
- Managed reconciliation and data reviews, resolving complex reporting errors and promoting proactive issue handling.
- Built strong collaborative relationships with assigned employer accounts, earning recognition for responsiveness and technical clarity.
- Identified and reported recurring submission issues, contributing to system enhancements and long-term employer support strategies.
Senior Member Services Representative
Alberta Pensions Services Corporation (APS)
Edmonton, Alberta
12.2016 - 06.2023
- Provided real-time support and expertise to frontline contact centre representatives, handling escalations and supporting complex inquiries.
- Coached team members through performance monitoring, feedback, and in-the-moment training.
- Collaborated with Learning & Development on resource creation and onboarding initiatives.
- Advised leadership on trends impacting member service delivery, contributing to strategic process enhancements.
- Created knowledge refreshers and quick guides that improved representative confidence and reduced handling times.
- Filled in as acting team lead when needed, ensuring continuity of service and steady performance metrics during coordinator absences.
Education
Finance
Northern Alberta Institute of Technology
Edmonton04-2014
Financial Services
Red Deer Coollege
Red Deer, AB12-2013
Skills
- Payroll administration
- Tax compliance
- Data reconciliation
- Financial reporting
- Process automation
- Customer service
Timeline
Accounting Clerk II – Client Payments & Taxation
Alberta Pensions Services
12.2024 - Current
Employer Services Representative
Alberta Pensions Services Corporation (APS)
06.2023 - 12.2024
Senior Member Services Representative
Alberta Pensions Services Corporation (APS)
12.2016 - 06.2023
Finance
Northern Alberta Institute of Technology
Financial Services
Red Deer Coollege
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