Robert Browne Email & Phone Number

San Francisco, California, Us

Responsible for partnering with a small number of assigned accounts, maintaining a continual focus on the customer’s business goals to improve their overall technical and operational health & realize the maximum value out of their Salesforce investment•Maintains awareness of the customer's key events, needs, potential risks, and value drivers•Establishes a track record in customer success through superb communication with collaborators and extensive knowledge of the Salesforce platform to translate their business needs to solutions•Builds relationships with customers and account teams; develops a deep technical understanding of their Salesforce implementation, share standard methodologies, and adoption of proactive services•Positions the customer for success through optimization of the platform, with special care during critically important peak events•Acts as a point of contact for any major incidents, being responsible for the customer’s expectations and communications through the resolution of such incidents•Acts as the primary technical interface for customers and works closely across both internal and external collaborators, including partners and ISVs, as required to address the customer needs

Melbourne, Florida, Us

San Francisco, California, Us

Assumed ownership of the customer relationship and journey including onboarding and project execution and completed the post-sales lifecycle of a portfolio comprising 15 client organizations, valued at $4.5 million.Optimized partnerships to drive maximum value from customer investments using Mulesoft’s methodologies, which led to project success, high customer retention (88%) and renewal (90%).Assisted business and IT leaders in securing alignment with business outcomes in their transformation initiatives.

Worldwide, Oo

Delivered expert consulting services to various Deloitte client teams, including the US Navy, US Department of State and the Census Bureau.Directed delivery teams (ranging in size from 4 to 50 consultants) to successful completion of project tasks and activities; mentored, assessed and evaluated upwards of 30 junior-level staff members. Participated in firm recruiting efforts at Penn State University, led D, E & I talent and recruiting efforts, and facilitated employee training courses as necessary (PMP Boot Camp and Deloitte new hire orientation).

Falls Church, Va, Us

Performed as a member of a customer-facing work group that registered and tracked all IT products in an enterprise-level registry system used by more than 10,000 users.Streamlined internal business processes and developed workflow and workforce utilization recommendations.Implemented tactics to triage and resolve customer inquiries and service requests (on average, 1500 per month); was responsible for introducing, maturing and improving service desk policies and procedures for the organization.Led efforts to create continuous service improvement plans in incident management, problem management, knowledge management and organizational change management.

▪ Oversaw the development of a client service catalog that subsequently documented the organization’s portfolio of 50 customer-facing services; documented and socialized the service families and associated services offered by the organization.

Columbia, Md, Us

Served as a lead process consultant to define, manage, update, and monitor outsourcer performance against established Service Level Agreements (SLAs). Supported the Enterprise Management Project Management Office (EM PMO) in the client’s efforts to implement and deploy an enterprise-wide IT Service Management (ITSM) strategy.Managed the Incident Management arena, driving the development of an Incident Management (IM) procedures and criteria document and an enterprise-wide IM transition plan.Defined functional requirements from client user organizations as necessary. Pioneered the development of drafting and developing over 20 Service Management Service Level Agreements (SLAs).Drafted Standard Operating Procedures (SOP) documents, delineating government and vendor responsibilities for co-owned services.

Armonk, New York, Ny, Us

Delivered expert consulting services, guidance, and direction to several clients, including the US Air Force and the NYC Department of Education. Directed consultant delivery teams (ranging in size from 3 to 15 consultants) to successfully complete project tasks and activities; mentored, assessed and evaluated junior-level staff.Supervised a team of 10 process optimization consultants that defined and codified core Contact Center design for the US Air Force Financial Services Center.Executed the design of Help Desk support services related to the New York City Department of Education's Achievement Reporting and Innovation System (ARIS) web portal; crafted and developed deliverables such as a Help Desk Manual, a training guide and a detailed customer satisfaction strategy.

Reston, Va, Us

Managed and directed a staff of 10 consultants to provide client support services, including Service Level Agreement (SLA) measurement and monitoring, data support, and special requests and duties as assigned.Led and managed team efforts to reconcile deltas in the service provider monthly performance self-assessment against client/government independent assessment results to include a comparison of overall SLA assessment, which led to average client savings of $50,000 per month.Oversaw team efforts to reconcile service provider issues via meetings, data exchange, analysis findings presentation, and coordination of government position for final decision-making.

Stamford, Ct, Us

Conducted 50+ benchmark assessments in customer operations client organizations, including (but not limited to): Convergys, CIGNA, Eli Lilly, Infineon, 3Com Corporation, US Air Force, Marriott Corporation, General Electric Industrial Systems (GEIS), and Burlington Northern Santa Fe (BNSF) Railway.Benchmark analysis included baseline assessment of present-day operations and strategies for improved performance moving forward; strategies address technology, operations and process opportunities.

Bachelor Of Arts (B.A.), Visual And Performing Arts

Education record