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Thomas Hardy

Scrum Master

Summary

Over 20 years of financial industry experience and 4 years Scrum experience. Consultant to production, branding, training, compliance, and executive leadership to ensure continuous process improvement. Servant leader where the growth and success of others is how I measure success.

  • Empirical and agile mindset identifying root causes and problem-solving while minimizing risk.
  • Organized facilitation skills encouraging on adoption, retention, revenue, profit, Net Promoter Score (NPS), customer and employee satisfaction.
  • Persuasive communication skills who can articulate difficult concepts simply.
  • Self-motivated with the ability to adapt to unfamiliar situations and deliver high quality work.
  • Served as a Scrum Master and in Development Teams.

Work experience

May 2017Feb 2020

Senior Business Analyst | Scrum Team

Fidelity Investments

Planning and Re-engineering team focused on streamlining process and procedures, update policy, monitor compliance, and improve operations. 

  • Scrum Master Tax Deployment: Servant leader for multiple business operations to remove impediments and coach product owners in support of 15,000+ customer facing associates.
  • Practiced scrum events including sprint planning, daily scrum, sprint review, and retrospective.
  • Significantly streamlined employee feedback channels which influenced engagement by 80%.
  • Editor for internal and external web content.
  • Scrum Team: Created a self-service CRM reporting tool that highlight End-to-End cost analysis, transactional trends, and customer demographics.
  • Scrum Team: Transitioned associates into a new CRM tool.
  • Scrum Team: Reduced fax volumes by 30% by streamlining risk checks, reducing logistics, and simplifying policies.
May 2012May 2017

Transformation Manager | Scrum Master

Fidelity Investments

Business Insights & Intelligence Scrum Master challenged to re-engineer antiquated processes and improve the way customers do business that resulted in $39M in opportunity cost savings. Designed and owned a feedback communications program. Responsible for responding to associate's questions, feedback, maintenance improvements, and recommendations to improve the overall customer experience.

  • Built and maintained strong relationships with over 180 product partners to inform and coordinate efforts to remove process flow impediments. 
  • Accountable to validate and follow through feedback resolving over 5,000 customer needs and associate barriers.
  • Collaborate with Learning and Development team to ensure continuous improvement through engaging video training modules.
  • Liaison for the Executive Office teams responsible for resolving high profile customers who posed a threat to the firm.
  • Led focus groups in collaboration with product owners, development teams, and Risk Management to solve for smoother online account application process, simpler execution of brokerage transactions and mobile trading, and credit card partnerships.
  • Analytical skills with out of the box thinking to identify and resolve early stage diagnostic opportunities, prioritize tasks, deploy large scale testing, and implementation.
Aug 2007May 2012

Electronic Response Supervisor

Fidelity Investments

Supervised a team of electronic response service associates. Monitored outgoing correspondence to ensure messages were legal, compliant, fair, and reasonable. Responsible to protect Fidelity's brand.

  • Established goals and metrics for the team and gave feedback on employee's progress.
  • Facilitated team building exercises to influence a safe and instructive culture.
  • Handled customer escalations and documented complaints.
  • Participated in recruiting, training, and ongoing coaching.
  • Led transition from one content management tool to another for 150 home office partners.
  • Presented several demonstrations to the Fidelity Chairman and Executive Leadership team.
  • Moderator for the president of Personal Investments for internal social media feedback campaigns.
Nov 2005Aug 2007

Financial Representative

Fidelity Investments

Contact center associate. Placed stocks, bonds, mutual funds and options trades for customers. Maintained account routines and troubleshooting. Communicate difficult financial discussions via phone, email, and chat.

Jul 2003Jun 2005

Portrait Studio Manager

Fotogenix

Oversaw daily sales revenue, recruiting talent, merchandise inventory, and payroll. Ran continuous training for productive and efficient printing, photography quality, interpersonal skills, and overall customer satisfaction.

Mar 2000Dec 2002

Collection Supervisor

Providian Financial

Contact center. Coached and developed new hires. Processed escalations for problem resolution. Inbound customer support making payment arrangements and collecting past due bills.

Education

20102012

Bachelor's of Science - Business Management

University of Phoenix

PSM I Validation