Grant Stewart Email & Phone Number

Dallas-Fort Worth Metroplex

Dallas-Fort Worth Metroplex

Responsible for achieving annual $195M Expense and $80M Inventory financial plans for North America. Review and analysis of key productivity and cost metrics, their impact to financial plans, and implementation of corrective actions if necessary. Also, identify, define, and deploy new productivity initiatives and manage results reporting.

Dallas/Fort Worth Area

Led strategic transformation initiatives within the supply chain organization in North America from original concept through final implementation and hand-off to business teams. Drove tactical execution of key initiatives by creating and managing the project road map, developing work streams, performing financial analysis, develop KPI's, and forecasting financial impacts of the proposed initiatives. Interpreted data to create new processes, strategies, and tools to maximize business results and the customer experience.

Dallas/Fort Worth Area

Program manager for multi-year project to deploy new $20M Siebel platform into the US and Canada. The application is used by multiple onshore/offshore contact centers and supports over 300 independent sales partners and account managers in North America that sell, service, and support a customer base of 600k machines.

Dallas/Fort Worth Area

Lead and manage Lean Six Sigma project portfolios to deploy Six Sigma methodology into business operations to deliver measurable business process improvements using analytics and the DMAIC process.

Dallas/Fort Worth Area

Managed a mission critical client/server application on an Oracle database consisting of 430k active customer machines installed across 300k customer sites in the US and Canada that is responsible for automatic supplies replenishment, usage forecasting, CRM data collection, and inventory tracking for $72M of supplies that are held on the balance sheet as company assets. On average, $176M of supplies are shipped annually using this application. The application is used by 300+ users at multiple sites in North America and offshore locations.Directed the activities of an offshore IT delivery team responsible for all break/fix, research, and new development work. Responsible for vendor management activities, including developing RFP/RFQ documentation, reviewing supplier qualifications, vendor selection process, and project scope/schedule/SOW/SLA negotiations. Managed project activities of the selected vendor from start of project through the post-deployment support phase.Led several onshore and offshore development teams to complete a major redesign of a Xerox.com customer facing portal. After deployment customer usage of the portal increased 21% which reduced the amount of calls into the call center and enabled existing resources to be re-tasked to other areas of the business.Business PM for 18 month $2.5M system redesign project. As a result of the project, performance and system up-time were increased, allowing users to handle more calls per day and enabling overall staffing levels to be reduced by 15% while customer LOS increased.Successfully deployed a web based Business Intelligence dashboard which enabled all levels of management and users to have on-demand access to daily reporting of all KPI's.

Dallas/Fort Worth Area

Performed reporting and analysis for monthly customer audit of $40M of Xerox supply assets and delivered results to Sr mgmt. in monthly/quarterly close meetings. Ensured accurate reporting of supply inventory and worked with corporate Finance organization to create regular outlook projections.Reviewed accounts involving potential corporate Brand Protection infractions. Worked with Corporate Security team to investigate and collect evidence of Gray/Black market reseller activities related to Xerox supply assets.As a Lean Six Sigma Green Belt, led multiple projects to improve performance and efficiency within the contact center:Project 1: Reduced call cycle time by 9% and Average Speed of Answer (ASA) by 20% which allowed resources to be reassigned to other critical areas.Project 2: Improved Accepted Call Rate (ACR) by 10% which improved CSAT scores by 23%Project 3: Increased the utilization of Inventory Management system by contact center agents by 40%.

Dallas/Fort Worth Area

Managed a 20 member team responsible for Superstore account management (Office Max, Office Depot, Staples), supply return process, major account support, critical projects, and supported multiple teams in Hawaii, Guam, and Manila.Analyzed organization needs, developed business strategy, and created new individual and team level metrics to track all KPI's. Restructured the team, processes, and workflows to improve performance which resulted in processing a 9-month backlog of work in just 60 days and exceeding all targets during the time in this role.Reduced freight and FTE costs by $120k annually due to 7.5% reduction in supply returns by creating a process that improved customer address accuracy in the order management system.

Dallas/Fort Worth Area

Developed and delivered new hire and refresher curriculum for Sales, Customer Service, and Support functions for 125 seat call center. Trained over 600 employees while in this position and the training program I developed was implemented within the Xerox Canada business to assist in their New Hire training process.

Dallas/Fort Worth Area

Managed scheduling, daily operations, and sales performance for a team of 65 agents for call center that handled 5,000+ calls per day with $20M - $22M in revenue per month. Consistently achieved Revenue, Average Speed of Answer (ASA) and Accepted Call Rate (ACR) targets.