Robert Pierce Email & Phone Number

Reading, United Kingdom

- Spearheaded operational excellence for the Deal & Contract Assist Sales Support service, accountable for a $10 million budget. - Orchestrated the seamless Vendor transition of Global Support Contract Validation, and Supplier Operations, ensuring streamlined and efficient processes. - Elevated Run management across diverse services, consistently meeting contractual SLAs, reducing 'revenue left on the table' (RLOT), and enhancing Field satisfaction through proactive escalation management. - Pioneered as the Global Rationalization Lead, optimizing service transitions between vendors through collaborative efforts with the BPO Organization. - Innovated alongside Program Managers, contributing to the design and deployment of new offerings and the optimization of existing processes. - Successfully led the Global rationalization of Support Contract Validation, simplifying operations by transitioning from multiple contractors to a single outsourced vendor model for a business-critical service responsible for 25,000 global validations annually. - Effectively managed the processing of $1 billion in billed revenue in the APJ region for FY22 as the Service Delivery Manager for a significant Book of Business, achieving operational efficiency with $0 Ops Controllable RLOT. - Led the Global transition of the Deal & Contract Assist offering from the Service Center organization to Microsoft Business Operations, actively contributing to the drafting of contractual SLAs and KPIs, designing CRM tool Taxonomy, and collaborating with the incumbent vendor to maintain high standards while minimizing field impact.

Reading, England, United Kingdom

- Revamped and optimized the Project Management Office (PMO) and Support Contract Assembly team for the UK Services Subsidiary, enhancing overall operational effectiveness. - Orchestrated the day-to-day performance of a dynamic vendor team, elevating the efficiency of back-office Project Management functions and refining the drafting process for Support contracts. - Demonstrated adept Escalation management, ensuring swift issue resolution, and fostering a positive Stakeholder experience. - Pioneered the implementation of the innovative 'Customer Billable PMO' model, introducing inter-departmental cross-charging to facilitate zero-cost operation of the Service. - Cultivated consistently strong feedback from Stakeholders, underscoring the successful implementation of strategic initiatives and the tangible improvement in operational processes. - Cultivated and sustained a culture of open communication and collaboration within the team, fostering an environment conducive to innovation and continuous improvement. - Successfully initiated and facilitated cross-functional training programmes, enhancing the skill set of team members and contributing to a more versatile and adaptive work environment.

Reading, United Kingdom

- Drove and executed key strategic process initiatives, notably taking the lead as the EMEA Lead for the successful launch of CompassPremier and CompassOne Order forms. Additionally, orchestrated the seamless onboarding of the Arvato Pathfinder Contract Validation team, effectively managed multiple External Revenue Audits, and played a pivotal role in implementing Docusign in the UK Subsidiary. - Maintained an outstanding performance record as a consistently high-rated employee, consistently achieving green metrics. Acknowledged for cultivating and sustaining an outstanding and valued business partner relationship with Field stakeholders, contributing significantly to positive cross-functional collaboration. - Garnered recognition throughout EMEA as the 'go-to' expert in Services policy and process, showcasing an in-depth understanding of intricate details and serving as a pivotal resource for colleagues and stakeholders seeking guidance. - Proactively identified and implemented process improvements, streamlining 'order to invoice' processes for Microsoft Consulting Services and Premier, resulting in increased efficiency and adherence to enterprise service policy and processes. - Demonstrated adaptability and leadership in managing and delivering key process improvement and standardization initiatives, contributing to the enhancement of overall operational effectiveness.

Reading, England, United Kingdom

Award winning Customer Service provider and problem solver.

Ma, English And American Literature, 2:1

Ba (Hons), English And American Literature, 2:1

Activities and Societies: Badminton Society President, University Badminton Team