Customer Service Scrum Master

Ryder Dobrzynski

adya95@r.postjobfree.com 732-***-****

SUMMARY

Senior Consultant with 4 years of experience in Banking Technology Strategy at Ernst & Young (EY). Proven track record of advising on technology and business strategy, project management, process improvement, and driving business performance. EXPERIENCE

Senior Consultant - Banking Technology Strategy

Ernst & Young (EY) January 2022 - Present, Hoboken, NJ - Remote

• Led the successful UX/UI redesign of a Fee Decision Refund tool for a major U.S. bank by conducting product owners and collaborating with a designer to create screen mockups.

• Provided target state technology solutions and assisted in associate preparation as part of the redesign of proactive and reactive fee policies.

• Managed the development of associate and users journeys and high-level business process maps.

• Developed communication and training strategies based on industry-leading practices and defined an implementation readiness plan for the C-Suite.

• Conducted an in-depth eCommunications Surveillance program review for a major Canadian Bank

• Evaluated current state surveillance program and provided detailed recommendations in-line with peer institution standards through detailed roadmaps, a report of action items, and a path forward to increase overall surveillance capabilities

• Served as a Scrum Master for multiple cross-functional risk-reporting teams for a technology-focused bank

• Led the implementation and adaptation of JIRA including user stories and agile boards to represent project statuses and key metrics

• Developed an internal Coffee and Chat program for all banking consultants to expand their network Public Sector Management Consultant

Grant Thornton June 2019 - December 2021, Arlington, VA

• Developed advanced IT cost estimations for projects totaling over $100m for the V.A. using requirements such as scope, use cases, and business processes.

• Gathered and analyzed software and hardware requirements to ensure that estimates were individually tailored and accurate to receive project funding.

• Liaised between technical subject matter experts, business owners, and IT staff to ensure proper requirements were analyzed and costed.

• Developed internal team processes including estimation life cycle, a quality assurance program, and best practices

• Managed team training for new hires and developed detailed a detailed training program and documentation which led to a 50% increase in new hire proficiency testing

Management Consulting Intern

KPMG June 2018 - August 2018, Harrisburg, PA

• Contributed to ongoing testing and automation of the Pennsylvania Human Services website.

• Utilized “Automation Anywhere” and Visio Mapping to execute Robotic Process Automation.

• Compiled and composed detailed notes during executive client meetings

• As a member of the testing team, communicated with the managers and KPMG employees by identifying testing requirements, communicating status, and delivering results.

Management Intern

Enterprise Rent-A-Car May 2017 - August 2017, Belmar, New Jersey

• Attended management training to learn branch operations and processes

• Implemented tech-based customer service approaches, resulting in 5% increase in customer satisfaction rating EDUCATION

MBA Candidate with Certificate in Finance

Washington State University • Pullman, WA • 2023

Bachelor of Science in Information Sciences & Technology Pennsylvania State University • State College, PA • 2019 CERTIFICATIONS

Certified Scrum Master

Scrum Alliance • 2021

AWS Certified Cloud Practitioner

AWS • 2020

SKILLS

Jira, Agile, Scrum, Excel, Office, PowerPoint, Problem-solving, Research, Communication

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