Luigi Arbore, Cssbb Email & Phone Number

Houston, Texas, United States

Responsible for leading a team to support operational excellence initiatives across multiple areas within Discover. Builds and implements a framework which facilitates an operating environment to deliver a consistent best-in-class customer experience and flawless execution. Provides overall program management and thought leadership to problem solve and implement solutions across key dimensions: operational performance, incident management, process design, policies and product decisions, technology applications (code quality), stability of the systems environment, development of controls/metrics and overall improvements to technology infrastructure and service delivery. Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management.

•Responsible for the planning and execution of multiple projects that will translate company strategies into action, deliver significant ROI, reduce risk, and achieve strategic objectives. Serves as a mentor and partner with business units to identify future opportunities and supports the business with development initiatives. Serves as a trusted adviser to senior business stakeholders and spearheads innovative solutions, while partnering with key support functions such as Finance, HR, and Compliance during implementation.•Manage RPA program including stakeholder engagement and promotion of the OpEx program, project intake, assessment through development, UAT and post deployment.•Manage Team of offshore contractors responsible for continuous improvement activities such as performing audits, creation of Standard Operating Procedures, RPA requirements gathering and development support. •Leads and develops projects, solutions and control plans to deliver measurable improvements and process efficiencies. Drives high productivity and an increase in profitable growth. Deploys best practices across assigned business area delivering a scalable and sustainable best in class operations environment.•Executing strategic performance analysis, gap assessment, and opportunity identification and change implementation for critical processes across the organization.•Designs new processes, works with operations and systems owner for implementation, monitors impact of the change and reports the results.•Supports project pipeline and portfolio development.•Builds relationship with key constituents necessary to deliver project results, including identifying and breaking down barriers/obstacles, collaborating with key players to influence change.•Leads the design and development of internal support initiatives to other business areas.

•Leads cross functional, company-wide, and business unit specific process improvement initiatives. Produces expected results by increasing efficiencies and reducing waste within the organization using Lean Six Sigma, Project Management, Business Analysis, Process Automation and change management disciplines.•Conducts organizational and business process analysis in partnership with business unit owners and process owners. Prepare value stream mapping for enterprise wide and business segment specific objectives by managing the project planning activities for enterprise wide continuous improvement efforts (CPI). •Actively involved in designing and driving project plans with Sr. leaders to attain improvements as identified. Drives real innovation in enterprise wide business practices in order to attain improved processes, standardization within and across units and increase efficiencies throughout Paychex.•Leads high impact process improvement projects by partnering with Paychex senior leaders to identify and act on opportunities to increase operational efficiency and reduce waste through application of Lean and Six Sigma tools. •Validates and scopes improvement projects, links client requirements and business process improvements; organizes and drives effective teams to deliver results and complete projects successfully deploying pilot, launch and control in order to ensure the achievement of expected results. •Works closely with Business partners and is trusted administrator to help to bring innovation and insight.•Mentors and coaches peers in Lean Six Sigma practices and with a specialization in process automation

Fostering partnerships and discovering efficiency gains through Process Automation and Lean Six Sigma Methodology

Assisted the growth of the Process Automation Program at Paychex by supporting the Development Team through the Agile Process with requirements gathering, new project intake assessment and in flight project management.

Rochester, New York Area

•Lead business initiatives and analysis in support of department and product growth. Ensured sound, efficient business processes exist and evolve based on internal and external conditions.•Managed the Departments Business Continuity/System program events which involved obtaining testing resources, partnering with Operations and IT teams which have resulted in 100% success and no client downtime

Rochester, New York Area

•Actively partnered with Operations Product and Field Teams in an effort to ensure optimal client experience•Increased remote headcount by 50% and team’s average tenure by 12 months by executing employee recruiting and training plan•Effectively applied Lean Six Sigma Yellow Belt concepts to achieve an increase in department efficiencies, employee engagement and actively mentors new Yellow Belt students

Rochester, New York Area

•Managed and mentored staff of 20 Implementation Coordinators responsible for time and attendance software onboarding•Involved in either leading or co-leading successful new Time and Attendance product launches including; oBiometric Time clocks, TLO Paychex Next Generation (PNG) and Paychex Stratustime

•Provided excellent customer service by coordinating clients implementation of Time and Labor Online software•Resolved escalated client issues using technical expertise and relationships with internal partners to maximize client retention and satisfaction•Enhanced client experience by proposing changes to client training site and creating new training documents•Improved team efficiency by working with team members to suggest and develop best practices

•Responsible for recovery of Paychex funds lost during the payroll process including client default of employee payroll earnings and tax payments.•Created a more efficient workflow by implementing a central database that housed all client default notifications and tools used by employees to retrieve the funds.•Reduced training time by 60% as a result of creating effective new training program.

•Mitigated risk by resolving past due accounts and escalating account to collection agencies while providing a high level of customer service and professionalism to all clients and internal partners•Researched and resolved client billing inquires and concerns•Supported peers by assisting with training and escalated issue resolution•Developed formal training and Internship program for the department

•Supervised five part-time employees during closing shift, early morning hours and special projects.•Trained new hires in processes and procedures, customer service and product knowledge.•Assisted customer’s home improvements by suggesting products and resolving issues

Bachelor Of Science, Business Administration And Management, General

Associate Of Science (A.S.), Business Administration And Management, General