Robert(Bob) Brown Email & Phone Number

Rochester, Ny, Us

Rochester, Ny, Us

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, and change management disciplines.► Conduct 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.► Create and compile performance tracking metrics and data tracking for business units and associated services with emphasis on the critical success factors.► Equip the organization with operational excellence tools and practices by applying Lean and Six Sigma methodology on a regular basis through the ‘learning by doing' process, facilitating knowledge transfer to create the capability within the business units to ultimately drive process improvement independently.► Lead 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.

Noida, Uttar Pradesh, In

In this role, I provided leadership for implementation of best practices in BI, data science, strategy, and program execution. During my tenure, I supported HCL market in Communication Solutions, Workplace Solutions, Business Processing Outsourcing, and Knowledge Process Outsourcing. I also delivered strategic consulting to executives on IT strategy, data architecture, data governance roadmap, and more.Some key initiatives and accomplishments include:► Delivered IT Architecture Blueprints and Data Strategy/Data Governance roadmaps including organization and processes.► Led initiatives on market segmentation, route-to-market coverage, customer experience (Net Promoter), pricing, sales incentives, sales management (Salesforce.com), and financial reporting. ► Guided teams in use of methods, platforms, and technical resources to connect operations and strategy. Developed customized Mentoring Action Plans (MAP) for fast-tracked managers within HCL. ► Developed a customized mentoring action plans program to enhance area of Communication, Conflict Resolution, Customer Focus, Leadership, Teamwork, HR Management, Problem Solving, Technical Knowledge, Time Management, Change Management, Diversity, Organizational Understanding, Program Management, and Self Direction.► Developed a reporting solution to determine financial and resource impacts of the COVID-19 global pandemic. New solution comprised of complex joins and filtering across 23 different databases in ERP's and CRM's new and old.

Norwalk, Connecticut, Us

In this management role, I provided strategic and tactical leadership for end-to-end organization's business intelligence (BI) initiatives. As part of my responsibilities, I established the BI application roadmap for the organization, supported development and management of operating and capital budgets, and liaised with offshore teams to implement analytics roadmaps.Some key initiatives and accomplishments include:► Delivered thought leadership and strategy direction for Big Data/Analytics initiatives, connecting data to business processes; designed / developed new data architectures with improved governance and usability. ► Launched new reporting solution to provide guided self-service analytics to the Delivery Organization.► Managed Tableau Program, served as EBIP/Firebird Program Manager, and acted as Data Device Connectivity Lookup Tool Owner and Device Connectivity Lookup tool owner.► Member of Change Advisory Board ensuring adherence to business requirements, serving as business owner and holding approval authority for 6 enterprise systems

Norwalk, Connecticut, Us

In this role, I provided strategic planning and leadership for new support organization made up of field technicians dedicated to delivering first call fix for Xerox customers. I led 35 direct reports, managed Production Products Hotline, and owned support targets for Xerox (level of service, CSMS plans). During that time, I focused on aligning personnel, processes, and technology to maximize value for customers. Some key initiatives and accomplishments include:► Exceeded year-end business outlook by mid-year despite 97% of employees being new to their positions. Opportunity ramp-up increased by 250% vs. outlook and developed CAD to mitigate potential issues with increased workload. CAD comprehended performance, productivity, recognition, seminars, and balanced workload/workforce planning. Utilizing Gilbert and GROW Model for performance improvement.► Achieved delivery of a global roadmap for transformation of the end-to-end customer support call flows and processes globally to integrate knowledge capture and utilization into all Customer Service Delivery

Norwalk, Connecticut, Us

In this role, I managed Non-Xerox Direct Program through enablement of XPS accounts to migrate from National Service Providers (3rd Party) to Direct Service Force. I also assumed additional responsibilities for management of Xerox Remote Print Services Program. Some key initiatives and accomplishments include:► Delivered stable margin and profit growth through continuous productivity and innovation. ► Pursued cross-channel delivery optimization opportunities and increased participation in MVS, new service business. ► Developed service offerings, white papers, and marketing collateral; managed and strengthened client relationships.► Directed creation and delivery of Xerox Print Services Expo, which was held at Xerox' Leadership Summit.► Led QS project improving efficiencies in Asset Validation Processes that reduced CSE onsite time by 40% while improving customer experience and field perception.

Norwalk, Connecticut, Us

As a Manager of Service Offerings, I executed engines of growth strategies to drive post sale revenue growth while strengthening client relationships. I managed PS Revenue, Gross Profit, Gross Margin, Print Volume, AMPV, Reliability, Total Parts (OGM and CRU) YOY, and % of Plan. I also directed ES&S Consumption of Value (CoV) Steering Committee, drove development of A4NX Program, and developed service offerings, white papers, and marketing collateral. Some key initiatives and accomplishments include:► Chaired the CoV Steering Committee that comprised 7 organizations and their leaders looking for ways to drive the value of Xerox. Presided initiatives equating to $4.1M in savings and revenue growth. ► JD Powers New Service Planning: Revamped Service Planning Process as predecessors received 0 points for criteria, achieving the maximum award of 5 out 5 points. Service Plans were essential tools for making coordinated decisions when resources were drawn upon while maintaining clear links to fiscal planning. ► Developed and provided XPS Overview Training for analysts at Print Optimization Summit.► Led Improve prInteract/MeterAssistant Penetration LSS Black Belt Project, which increased eligible production devices connected to EDGE server at install by 690%. Service Delivery Model/Fleet Review process to determine best service provider (NSP/CSE) and support model (PDPM or T&M). Uncovered due to outlook restatement only claimed $2.1M in savings vs. $14.5M. ► Managed development of A4NX Program, hosted systems enablement meeting, co-developed Manager Handbook on Alternative Product Replace for A4NX, and developed Service Level Agreement for A4NX Playbook.

Norwalk, Connecticut, Us

In this role, I launched Xerox' critical growth engine for corporation labeled Xerox Print Services to drive post-sale revenue. As part of my duties, I provided post-sale support, implementation support for client, and Technical Service representation in development of statement of work (SOW). I also managed customer/field escalations related to XPS, business development, P&L, service delivery, proposals, and wrote white papers, case studies, and business cases. Some key initiatives and accomplishments include:► Led confidential LSS Black Belt Project that enabled expansion of service delivery organization. Process Mapping, setup, onboarding, and ongoing monitoring of the process has kept service in line and exceeded metrics with 100% SLA Achievement, 0% Escalation Rate, and Invoicing/Billing issues remediated.► Contract to Cash: Led Requirements, Path Forward, Maintenance, Break-Fix Costs bringing up P&L risks and analysis comparing at time of contract vs. over life of contract. Devices in contract were Stop Order Taking (SOT), which did not have actuals updated like AMPV, T&M, and TCO. ► Refined Xerox Services strategies for Market Probe and launch of offerings and managed launch metrics.► Developed Reporting and Analytics, Cost Comparison Tools to handle frequent ad-hoc requests.

Harvard Manage Mentor Program

Management Development Program, Business, Management, Marketing, And Related Support Services

Ba, Business Adminstration

Certificate Degree Program, Human Resources Management/Personnel Administration, General