Scrum Master Customer Support

Ellen Ruscica

adwdp5@r.postjobfree.com • 860-***-****

LinkedIn • Manchester, CT 06042

Seasoned Business Leader and Project Manager with 15+ years’ career track record of driving organizational performance through quality-driven operations and business relationship management.

Dynamic and results-oriented professional, equipped with managerial and interpersonal skills, leading large teams in the achievement of project deliverables within agreed budgets and timelines. Experienced Scrum Master, implementing scrum and agile methodologies to help teams achieve full potential. Proven ability to forecast risks, anticipate resource needs, and ensure quality standards. Proficient in driving collaboration across teams and developing working relationships with key stakeholders.

Areas of Expertise

Scrum & Agile Methodologies

Business Strategy & Planning

Financial Analysis & Management

Procurement & Logistics

Relationship Building & Management

Performance Management

Profit & Revenue Growth

Contract Negotiation

Project Lifecycle Management

Customer Service & Support

Stakeholder & Vendor Relations

Team Leadership & Training

Accomplishments

Functioned as a Scrum Master for the Global Leadership Team and drove an Agile transformation to expedite deliverables, maximize productivity, and increase value within the division.

Leveraged strong negotiation and communication skills to lead several contract renewals as well as close deals with AT&T and Cox Communications, which resulted in major YoY savings for the company, while ensuring the utmost diligence in running tenders to secure the best services and pricing available.

Guided team through a period of downsizing across the global organization in 2018, skillfully maintaining unwavering communication with team members, strengthening morale, and mitigating potential negative impacts to customers.

Championed the launch of seven new LEGO Retail stores in the US and Canada, delivering all IT-related requirements, including POS, back-office, and infrastructure, within the designated time frame.

Attained a 96.7% end-user satisfaction rating across the globe and within assigned area.

Career Experience

The LEGO Group, Enfield, CT 2011 – Present

Service Owner – Americas End User Support (2020 – Present)

Supervise and direct team consisting of 13 indirect reports, project consultants, and vendor resources, delivering high-quality end-user support across the Americas, including the Enfield, Connecticut hub, five remote offices, and a factory in Mexico. Provide full-time operational support for the 430K sq. ft. LEGO production factory in Mexico, comprising of 900+ machines and over 3K employees. Establish a robust product definition, vision, strategy, and roadmap in alignment with overall Global End User Support strategy and business objectives. Define all KPIs for diverse business initiatives to quantify value delivery and clearly articulate success metrics, in addition to collaborating with stakeholders and the team to ensure meeting and exceeding of expectations. Foster transparency among the executive leadership team, while promoting the implementation of best practices. Formulate reports on advancements in IT upgrades, user adoption campaigns, and factory expansion projects to strengthen key decision-making processes.

Appointed as the Manager of Tech Services & Support following company reorganization on 01/01/2023, responsible for managing four direct reports while delivering support across US and Canada for the Enfield Hub with 750+ employees as well as three remote offices.

Enhanced employee motivation and satisfaction rates by +13 points by implementing a hands-on approach to guide and support teams during appointment as the interim People Manager.

Curtailed incident waste per employee by 58% by introducing various process improvements.

Spearheaded network upgrades for both the Enfield Hub and MX Factory, locally managing all aspects of stakeholder relationships, vendor management, and daily tasks to deliver projects within tight timeline/budget constraints. This initiative resulted in the development of a safe cybersecurity environment for the hub and factory.

Elevated production uptime by continually monitoring and verifying efficacy of IT equipment in the factory and office.

Equipped end-users with highly productive tools, thus maximizing customer satisfaction and retention.

Consistently emphasized and maintained focus on reducing overall number of Global Service Desk incidents.

Promoted through multiple positions to Service Owner, which involves greater scope and responsibilities, due to exemplary leadership, business, and management acumen.

Senior Manager – Global End User Support US (2019 – 2020)

Headed Global End User Support operations throughout the Americas, overseeing the Enfield, CT hub, three remote offices, and 700+ stakeholders, while leading a team of six direct reports. Monitored compliance of operations with LEGO’s corporate goals.

Played instrumental role in the consolidation project for the Enfield Hub, which involved combining two buildings into one. Steered vendor management for infrastructure improvements and added 24 conference rooms with new AV equipment including a Cisco TelePresence System, while successfully delivering project within time, scope, and budget.

Integrated a Voice of the Customer (VoC) framework, resulting in the significant enhancement of services and customer satisfaction scores.

Recognized as a crucial member of the Global Leadership Team for Global End User Support.

Nurtured the establishment of a product-oriented organization, a rare feat for a support function.

Manager – Global End User Support (2015 – 2019)

Navigated through and executed all facets of IT support operations, including IT procurement, asset management, stakeholder relations, network maintenance, and communications technologies. Supervised seven direct reports with full accountability for large-scale operational budgets/expenses. Controlled IT purchasing for US operations, involving hardware, software, and third-part vendor relationships. Built strong relationships with department heads and stakeholders to deliver valuable services.

Built, developed and mentored a high-performing Business Support team from scratch to provide world-class customer support to clients on the global level.

Crafted effective orientation and training programs for new hires to impart essential expertise and skills, as well as keep the team up-to-date with current industry standards and trends.

Delivery Manager (2013 – 2015)

Architected and accomplished intricate global initiatives, local assignments, and retail store launches within budget, scope, and timeline, while networking with project teams and external vendors to ensure smooth delivery. Conducted cost-benefit analyses and ROI assessments to provide insights for decision-making across multiple project plans and proposals.

Served as the Project Manager to execute multiple technology initiatives at the corporate level, including decommissioning over 100 legacy servers and implementing a POS and back-office operating system for 90 Brand Retail stores.

Minimized downtime for the US hub and remote offices in collaboration with the Facilities and Global Network teams.

Pioneered numerous change management campaigns to increase efficiency, reduce waste, and lower costs.

Incorporated a feedback loop to nurture a customer-focused culture across various functions in the global organization.

Managed IT stream for large expansion of Enfield Office, steering vendor management operations to drive infrastructure improvements.

Engineered the Global End User Training Program to boost the adoption of current and new technologies on the global level, which resulted in increased productivity and tool usage in the business.

Manager – IT Business Support (2011 – 2013)

Administered Level 1 Service and Support for internal and external customers through Shared Service Desk Operations. Enforced department adherence to global and local metrics.

Orchestrated daily operations to deliver exceptional customer service, achieving a remarkable 95% end-user satisfaction rate.

Earned promotion from US Logistics Consultant to IT Business Support Manager within five months of tenure.

Additionally served as the US Logistics Consultant with The LEGO Group, Enfield, CT as well as Manager of Procurement & Logistics/Business Analyst with Spencer Technologies, Enfield, CT

Education

Undergraduate Studies in Accounting, Manchester Community College, Manchester, CT

Certifications & Professional Development

Operations, Logistics and Supply Chain Management, University of Management & Technology, Arlington, VA

Certified Scrum Product Owner (CSPO), 3Back LLC

Master Certificate in Applied Project Management, University of Villanova, Villanova, PA

Certificate in Computer Programming, Computer Processing Institute, Bridgeport, CT

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