Jamie Robins Email and Phone Number

Serve as part of Global Process Ownership (GPO) function for organisation's newly established Global Business Services (GBS) department. Oversee all Business Process Analysts’ performance in GPO and manage all operations related to Global Business Process Governance. Administer all facets related to capacity and resource allocation across all GBS transformation initiatives. Train high-performance team of business analysts with focus on Transformational Business Process Projects and Continual Service Improvement for all GBS-managed areas, including Opportunity-2-Cash, Supply Chain Management, Record-2-Report, and Hire-2-Retire. Act as Global Process Owner for multiple business processes areas, encompassing making strategic decisions and providing recommendations to leadership on business transformation processes to ensure meeting NTT Ltd growth and SG&A reduction objectives.- Transformed 29 countries into Shared Services Operating model.- Achieved global alignment of operating models and execution strategies.- Standardized worldwide business processes in various process areas across 29 countries.- Ensured to achieve all GPO KPIs within each transformation project aligned with NTT Ltd Business Outcomes.- Delivered five global transformation initiatives across quote-to-cash, finance, human resources, and supply chain processes.

Led global team of business process analysts, whilst concentrating on operational excellence and transformational projects via improving business process design throughout organisation. Oversaw several operations, including creating governance framework, articulating enterprise value streams, and identifying business capabilities for mapping business process models. Supported optimization and transformation of organisation to shared service by fostering design workshops with globally dispersed subject matter experts and stakeholders. Managed various global strategic and tactical transformation initiatives.- Designed and deployed shared service operational model for finance.- Negotiated master services agreement for integrating company into subsidiary.- Offered guidance and direction related to operating models, planning, processes, and governance.- Developed and implemented a global standard managed services opportunity-to-cash procedure.

Managed challenging initiatives involving numerous business functions. Supervised and coordinated teams of Business Analysts, whilst serving as mentor to more junior Business Analysts. Defined requirements and formulated solutions to handle business and process/system issues. Directed business operations for strategic organisational transformation and company integration program.- Developed Global Operating Models for NTT's Service Offerings.- Implemented complex and improved initiatives across complex and multiple business domains.

Conducted process development training sessions and working group meetings to integrate multiple business lines and diverse teams. Oversaw complex project activities as part of strategic initiatives.- Implemented IT service management platform and processed through global cloud network operating centres.- Engage with Service Operations Process Improvement Team to evaluate growth opportunities within Cloud Business Unit (ITaaS).

Led creation and integration of cross-functional engagement model with internal lines of business, solution/services teams, and operations to fulfil specified client requirements. Oversaw development of cost-efficient and effective technical and operational designs by combining all requirements and inputs into unified, compliant, and value-added solutions. Oversaw all facets related to Managed Service for Visual Communications (MSVC) within Dimension Data and informed regions within Dimension Data regarding scope of service packaging, technical means, and procedures employed by Video Network Operation Centre (VNOC) to provide service. Architected services to implement for meeting client specific needs to deliver outcomes.- Aided in creation of associated Commercial Models and proposal documentation.- Guided technical and operational due diligence teams and supported contract negotiations.

Handled inquiries, comments, and complaints from customers. Monitored escalation process related to all technical and operational issues. Supported Dimension Data's culture, values, and service propositions by designing, implementing, and managing people, processes, systems, and tools to enhance intra- and interdepartmental efficiencies. Directed 24x7 30 engineers for End-User, Level 1 & 2 Technical and Concierge Services, whilst maintaining client satisfaction/retention and account development in accordance with service level agreements.- Designed and deployed new service offerings related to Visual Communications.- Improved performance visibility and contract service level compliance by creating management reports for top leadership.

• Management of VNOC Tier 1 and 2 Support Engineers• Ensuring all SLA, client satisfaction, retentions and development for Concierge & Operations Management client are adhered to• To ensure all new client service activations are conducted appropriately• Collaborate with the Conferencing team to ensure all incidents affecting the concierge service clients are communicated to clients and the Concierge team.• To ensure a clear communication and understanding is integrated between the Helpdesk and Concierge Teams• Ascertain the Helpdesk and Concierge teams follow any specific call handling procedure requests by the client.• Ensure all Operations Management and concierge clients receive monthly/quarterly usage reports• Confirm any out of hour or chargeable service conferences are invoiced to clients• Document and update all internal and client facing VNOC documentation• Dealing with client complains, comments and incident escalations• Ensure escalation process is tracked for all technical issues• Managing vendor / 3rd party incident escalations• Recruitment• HR related matters involving direct reports.• Recognize and addressing training / process gaps in VNOC.

• Resolution of all Tier 2 Video Incidents within agreed SLA’s• Responsibility of all client updates on Tier 2 and 3 incidents• Working within VNOC/GSC internal OLA’s on all incidents• Ownership of incidents with carriers on hosted client incidents ensuring resolution within SLA’s• Performing release management across hosted and client video networks• Mentor and provide support to Tier 1 Support Engineers• Working within the VNOC change management processes• Work within Vendor escalation process ensuring they are dealt with in a timely manner.• Responsible for coordinating RMA and vendor TAC tickets during incidents• On-call shift rotation to provide out of hours technical support to clients as required

• Providing conference support for the operations team and external customers.• Take incoming calls to the helpdesk for support enquiries and book videoconferences for both managed and non-managed customers meeting varying SLA requirements.• Running Video Conferences• Reserving, coordinating and running videoconference events for both small / large clients, that include Town halls, Broadcasts and Global Updates.• Complete new site certifications as part of the customer registration process plus additional new sites for existing customers, ensuring all site information is captured and network connectivity is checked and confirmed• Maintain/increase service levels, systems and procedures & maintain a high level of customer service at all times• Update and maintain databases and internal records and systems• Provide technical troubleshooting assistance to internal & external customers ranging from 1st to 3rd Line support.• Log reported maintenance faults, arranging trouble shooting with the site and organizing 3rd party vendor repair where required.• Complete all required call sheet information and reports for billing & record keeping purposes within guidelines and adhering to deadlines• Maintain and update knowledge and understanding of various videoconferencing systems, products and services employed by Genesys and its customers.• Program/ monitor & Install Multipoint Control Unit, Codec’s, and other video conferencing equipment.• Providing new hire training and refresher training to existing team members• Creation and updating training documentation• Refreshing internal departmental processes• Developing new operational processes based on new product offerings.

I joined Genesys Conferencing early 2008 under the Video Helpdesk; during a short period of time I quickly became familiar with the various systems and their functions allowing me to support both internal and external customers.Within only 3 months of service I was asked to take on the additional role as the department’s training mentor; this meant that I was responsible for training New Hires from all Lines of Business within the video department and re-training / providing refreshers to existing staff members.Within this role my duties involve:•Providing conference support for the operations team and external customers.•Take incoming calls to the helpdesk for support enquiries and book video conferences•Running Video Conferences•Complete new site certifications as part of the customer registration process plus additional new sites for existing customers, ensuring all site information is captured and network connectivity is checked and confirmed•Maintain/increase service levels, systems and procedures & maintain a high level of customer service at all times•Update and maintain databases and internal records and systems•Provide technical troubleshooting assistance to internal & external customers.•Log reported maintenance faults, arranging trouble shooting with the site. Test, provide 1st Level support and identify fault – provide fix or contact the network provider for further support.•Complete all required call sheet information and reports for billing & record keeping purposes within guidelines and adhering to deadlines•Maintain and update knowledge and understanding of various videoconferencing systems, products and services employed by Genesys and its customers•Program and monitor Multipoint Control Unit, Codec’s, and other video conferencing equipment.•Providing new hire training and refresher training to existing team members•Creation and updating training documentation•Refreshing internal departmental processes

Within this role my duties involved:•Delivering Excellent Customer Service and Support•Hitting Sales Targets and KPI’s•Product & Service Champion in store & provides support to other managers in administrational processes.•Providing Post-Sale support to customers, and dealing with complaints •Trained New Managers and Sales Staff in company processes and procedures•Management of store in managers absence•2nd Point Of Contact In Store•People Management: 1-2-1 Reviews, Recruitment of new employees.•Cash Management•Stock Management•Rota Creation•Internal Audit Assessments•Paperwork Compliance / Administrational Upkeep & Maintenance•Created & Implemented new processes Instore•Created Excel Based Figure Tracking Document which produces several graphs and data specific tables which is used for instore tracking & review purposes (used in 20 + outlets)

Within this role my duties involved:•Delivering Excellent Customer Service and Support•Hitting Sales Targets and KPI’s•Providing Post-Sale support to customers, and dealing with complaints.•Product & Service Champion in store & provides support to other managers in administrational processes. •Trained New Managers and Sales Staff in company processes and procedures•Management of store in managers & assistant managers absence•3rd Point Of Contact In Store•Cash Management•Stock Management•Internal Audit Assessments•Paperwork Compliance / Administrational Upkeep & Maintenance•Created & Implemented new processes Instore•Created Excel Based Figure Tracking Document which produces several graphs and data specific tables which is used for instore tracking & review purposes (used in 20 + outlets)