Meet Our People

A LOOK AT HOW WE CULTIVATE A CULTURE OF EXCELLENCE TO SUPPORT OUR CLIENTS

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Driving a Culture of Innovation & Excellence03

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Meet the Team

Advancing Knowledge-based Skills

Enabling Regular Exchange of Ideas

Facilitating Accountability & Success

Table of Contents

Driving a Culture of Innovation & ExcellenceDuring our journey of becoming Novitex, we realized we needed to further foster our culture of innovation and excellence. To drive advancements, we started on the ground with our 9,000 service employees.

As a company dedicated to providing quality service, our employees are our greatest asset. They are the ones who support you—and our other Fortune 500 clients—day in and day out. Our team acts as an extension of yours. Their success is your success.

We understand that each organization is different, and to best integrate into your operation, we identifi ed improvement areas that would enable us to further attract, nurture, retain and inspire talent. Over the course of the year, we’ve enhanced:

• Practices in sourcing and hiring talent • Developmental and educational initiatives • Knowledge sharing • Career growth opportunities • Programs that drive accountability and celebrate success

By investing in training and development initiatives, our employees are armed to meet our clients ever changing needs and goals. This guide gives insight into how these initiatives provide our talent base with the right knowledge and skills to advance their careers and your business.

STRIVE, SOAR and SCORE

of employees have participated in our development programs:

90%

of employees have been promoted

6%

of positions have been fi lled internally

70%

of employees have participated in intensive customer service and solution training

67%

2K new employees have been added to our growin g tea

m

+

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Meet the TeamThe people behind Novitex are as important as the company itself. Having a team comprised of unique individuals helps drive better ideation and service. That’s why we continuously seek to add individuals from diverse backgrounds with different perspectives.

Developmental leadership—spotlighted below—plays a critical role in creating and rolling out educational and growth opportunities across the organization.

49% Men

51% Women 45%

Veteran Status

Minority

3%

Michelle Tierney, Executive President of Service Delivery, leads the company’s on- the-ground employees across our client sites. Under her leadership, the Service Delivery team is focused on providing quality service, driving effi ciencies and exceeding client expectations. Lila Campbell, Chief Human Re-

Annette Wozniak, Director of Talent Management and Development, specializes in training and development. She is tasked with creating and executing development programs across an array of areas, ranging from service delivery to change management for our on-the-ground employees.

Theresa Mohan, General Counsel and Chief Human Resources Offi cer, is responsible for leading our human resources strategy, covering areas of succes-sion planning, talent management, organizational and performance management, training and develop-ment.

A snapshot of our talent base

Iesha Henry, Human Resources Director, leads a team that is responsible for employee relations, performance management, policy development and employee counseling.

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Advancing Knowledge-based SkillsTo further advance education across our talent base, we created the Novitex Learning Center, a web-based portal, where employees have the opportunity to participate in a variety of advanced learning sessions. Ranging from 5 to 15 minutes in length, these sessions make learning achiev-able and help our employees keep their skills and knowledge top of mind.

We strategically developed the curriculum to cover everything from solution training to industry best practices to policies and customer service. As a services company, we put an emphasis on service delivery training, heavily focusing on the fundamentals of customer interaction. Below are recommended sessions with course descriptions.

Making yourself approachable:The groundwork for mutual understanding is laid when you reach out to others and make yourself approachable. This session explores the benefi ts of approachability and how to attain them (5 min).

Listening with skill: Effective listening requires focus and active concen-tration. This challenge explores skills and methods for listening for comprehension and productive communication (15 min).

Communicating with a cross-cultural audience: Cultural differences affect how people communicate in business. This module examines pitfalls to avoid when communicating with a cross-cultural audience (5 min).

Listening to your customers: The key to effective communication is practicing good listening skills. This session explores the concept of active listening and the crucial difference between hearing and understanding (7 min).

Developing your customer focus: This challenge series exercise explores how to know, meet and anticipate what your customers are looking for (15 min).

The angry customer: What’s your plan?

Dealing with angry customers is something every service representative will face at one time or another. This session explores a four-step approach for making encounters with irate individuals a productive experience (7 min).

Understanding workplace diversity:Differences and similarities of ethnic, cultural and family background are only part of a compre-hensive approach to workplace diversity. This session explores additional elements that are crucial aspects of diversity in today’s business world (5 min).

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of employees have leveraged our online training

90%

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Enabling Regular Exchange of IdeasThe Novitex Learning Center is one of many tools and resources that help build our talent’s skill set. We also encourage regular exchange of ideas to help foster innovation and improvements, challenge the status quo and empower our team to deliver on our promise of quality service.

We facilitate knowledge sharing across the organization through scheduled opportunities, which include:

Innovation calls:

A monthly discussion during which service deliv-ery and client engagement leaders share on the latest trends, new products and emerging client challenges.

Corporate-wide newsletters:

A weekly communication to keep our 9,500 em-ployees in the know about everything from new developmental initiatives to benefi ts to awards and more.

Lunch & learn: Regular small group discussions held on the development level to review targeted topics and timely projects.

Town halls: A bi-annual meeting led by our CEO to share major initiatives and news impacting our employees.

Below is a sampling of topics we recently cov-ered in our scheduled learning opportunities:

• Trends impacting document-intensive workfl ows• How to help optimize your client’s print environment • Knowing and leveraging best security practices • New solutions that can help drive effi ciencies• How to identify improvement areas in onsite services • Applying lessons from success stories

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Accountability—a hallmark of Novitex—is the single most important factor for delivering excep-tional service and for maintaining our clients’ trust.

We take a proactive approach to creating an environment that holds every team member at Novitex responsible for their actions. We do this through our recognition programs, which reward employees who have gone above and beyond at the site and national levels.

Facilitating Accountability & Success

Recognizes fi eld-based employees who identify areas where we can drive further improvements for our clients. Prizes include all-expense paid trips, tablets, raffl e prizes and other fi nancial incentives.

Rewards for employees who make extraordinary contributions. Leadership Awards encourage em-ployees to deliver quality service and recognizes those employees whose extra efforts demonstrate the company’s leadership attributes. The awards include Courageous Leader, Inclusive Leader, Ethical Leader and Continuous Learner.

Programs included in these awards are Site of the Month, Employee of the Year and Spot Bonuses. Successful sites may receive pizza parties, movie tickets or other forms of recogni-tion. This is for national Novitex recognition.

We work with our clients to develop awards that refl ect their brand and align with their goals. These awards help to motivate our employ-ees to connect with our clients’ culture and integrate into their operations.

RADAR+ LEADERSHIPAWARDS

LOCALRECOGNITION

SITE-SPECIFICAWARDS

350+employees were honored and recognized with awards in 2015

Receiving recognition has given me the confi dence needed to continue to mentor staff and motivate them to learn different tasks, helping them to become more valuable to our clients.

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” - Robert Vecchia, Service Delivery Manager

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Novitex Enterprise Solutions, Inc.300 First Stamford Place, Second Floor, West | Stamford, CT 069021-844-NOVITEX (668-4839) | marketing@novitex.com | www.novitex.com