Summary
Overview
Work History
Education
Skills
Work Availability
Work Preference
Interests
Timeline
AdministrativeAssistant
Ryan Metzger

Ryan Metzger

Muskego,WI

Summary

Customer Service Professional with Account Management and Technical Experience Dedicated FinTech professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

19
19
years of professional experience

Work History

Product Owner – Wealth and Retirement

FIS
10.2022 - 01.2024
  • Collaborate with internal and external Product teams
  • Translate business requirements into technical requirement
  • Create user stories from requirements
  • Conduct Product research, and produce reports
  • Assist with product testing both in stage and production environments
  • Work with other Product Owners on new roadmap items.

Success Manager – Credit Unions

FIS
09.2021 - 10.2022
  • Serve as the primary contact between FIS and assigned Credit Unions
  • Work to maintain and grow the client relationship while ensuring customer service
  • When needed, act as an escalation point for major issues, outstanding tickets, or projects
  • Works with other FIS teams to provide resolution to issues or provide clients with a subject matter expert on new or existing products
  • Help clients to understand the FIS Client Services model, using Client Services as a first contact for day-to-day issues for faster resolution
  • Identifies new business opportunities and partners with the Strategic Account Manager to add FIS products of services to the clients portfolio.

Business Analyst – Senior

FIS
07.2020 - 09.2021
  • Initial contact for clients looking to create new functionality in the DataNavigator application
  • Acted as a bridge between client and developers to determine the scope and effort of the project
  • Wrote formal estimates to provide to internal and external stakeholders for approval and funding
  • Worked with Project Manager, client stakeholders, developers, and internal stakeholders to ensure project stays within scope and created addendums to the project for approval by stakeholders.

Client Relations Account Manager Senior – Key Accounts

FIS
05.2016 - 07.2020
  • Received 2 TLC pins as recognition of outstanding relationship building and account retention for the 2 largest debit clients
  • Responsible for incident resolution for most Brown Deer Key Account clients, including the top 10 debit clients
  • Research and analyze Key Account production issues within Cardbase, Tandem, and other EFT applications
  • Served as direct contact for non-production related EFT questions for several of the company's largest debit clients
  • Identifies root problems and utilizes existing FIS processes to enhance satisfaction
  • Listen to concerns of client with regards to current products/services
  • Notify client of upcoming system changes with impact to their daily operations through weekly meetings and through the client's own ticketing system
  • Maintain communication with client and internal technical resources during production incidents to ensure client is up to date on resolution, and that internal technical teams are fully aware of the impact to the client.

Product Support Rep

FIS
10.2007 - 05.2016
  • Responsible for submitting client requested application (Cardbase and Tandem) changes submitted through e-mail and phone, verifying that changes are complete and correct, reviewing client communications, working with other FIS suppliers to transition new clients to Product Support, taking client calls, and researching issues that clients report
  • Work with key external contacts, to resolve multiple payment issues at one time, also to establish electronic relationships, to reduce number of paper checks issued by FIS
  • Determine location of payments that did not post from customer's on-line Bill Pay service, working as escalation point for difficult/sensitive issues, ensuring quick resolution and customer satisfaction
  • Identify larger issues that may affect multiple payments and systems, taking steps to resolve problem
  • Then taking clear concise notes on who was called, what happened, and how was issue resolved
  • Assist others who are less experienced in systems and their functions, both internally and externally.

Handler

FedEx Express
08.2004 - 10.2022
  • Load and unload express freight and US Mail from containers using proper safety techniques and equipment, while meeting production standards
  • Help train new employees
  • Analyze current procedures, and provide recommendations for changes to increase production, reduce injuries, and provide better experiences for both internal and external customers.

Owner

Cousins Subs
10.2006 - 04.2007
  • Responsible for every aspect of business
  • Make sure store meets Cousins standards
  • Responsible for all accounting, HR decisions, cash handling, etc
  • Maintain cleanliness in all restaurant areas
  • Ensure food quality with good sanitation and food handling practices
  • Promote exceptional customer service in all aspects of product delivery
  • Meet all business demands with staffing and required prepared food supplies
  • Deliver product to business accounts in the form of lunch stops, drop-offs, and catered events
  • Set up new accounts through leads and cold-calling.

Education

Chemistry / Math -

University of Wisconsin – Stevens Point
Stevens Point, WI

Management / Accounting -

Milwaukee Area Technical College
Milwaukee, WI

Skills

  • Release planning
  • Business Analysis
  • Product Backlog Management
  • Roadmap development
  • Agile Methodology
  • User Acceptance Testing
  • Scrum Methodology
  • Feature Prioritization
  • Story planning
  • Market Research Analysis
  • Competitor Analysis
  • Business Needs Analysis

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

RemoteHybrid

Important To Me

Career advancementWork-life balanceCompany CulturePaid time offHealthcare benefitsWork from home optionPersonal development programs

Interests

Golf

Timeline

Product Owner – Wealth and Retirement

FIS
10.2022 - 01.2024

Success Manager – Credit Unions

FIS
09.2021 - 10.2022

Business Analyst – Senior

FIS
07.2020 - 09.2021

Client Relations Account Manager Senior – Key Accounts

FIS
05.2016 - 07.2020

Product Support Rep

FIS
10.2007 - 05.2016

Owner

Cousins Subs
10.2006 - 04.2007

Handler

FedEx Express
08.2004 - 10.2022

Chemistry / Math -

University of Wisconsin – Stevens Point

Management / Accounting -

Milwaukee Area Technical College

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Ryan Metzger