Shenard Robinson
New York,NY
Summary
At Synchrony, I spearheaded the enhancement of the Process Owner Resource Portal, boosting visitor engagement by 17%. Adept in agile methodology and innovative thinking, I worked cross-functionally leading to impactful risk management initiatives, demonstrating exceptional project management and creative solution skills.
Overview
5
5
years of professional experience
Work History
BLP Risk Management – Rotation #1: Fair Lending
Synchrony
New York, NY
07.2023 - Current
- Subject Matter Expert (SME) for Fair Lending process: assisting with creation of Procedure/Process Documentation, drafting Job Aids, and identifying improvement opportunities, scalable across enterprise, leading to closing process gaps
BLP Risk Management - Rotation #2
Synchrony
Stamford, CT
07.2024 - 01.2025
- Redesigned the Process Owner Resource Portal by enhancing pages, creating subpages, and building a community among Process Owners.
- Established bi-weekly Project Eagle Initiatives (PEI) Office Hours, PEI mailbox, and Site pulse survey to drive continuous site improvement.
- Assisted PEI team in planning and executing three in-person training sessions in Stamford.
- Coordinated workstream leader inputs and prepared newsletter/dashboard updates for management review and approval.
- Developed a dedicated subpage on the Process Owner Resource Portal to centralize Project Eagle Quarterly Town Halls and Monthly Newsletters.
- Increased unique visitors by 17% MoM, attracting 550 unique visitors to the PORP.
- Developed and launched the Mindful Musings Podcast with Dr. Jenn & Dr. George, sharing best practices for mental wellness and mindfulness.
- Created and curated wellness articles for Nielsen’s Nuggets, offering practical advice to the PO community.
- Developed a monthly Process Leader Spotlight to highlight Process Owners and their career journeys.
- Established a MS Teams channel to enhance Process Owner engagement.
- Coordinated and assisted with facilitating breakout sessions and conducted pulse surveys in collaboration with leadership.
- Monitored Project Eagle ELT Action Items and developed an ELT Action Tracker.
User Acceptance Tester, Sr. Specialist- Collections Operations
Synchrony
Canton, OH
08.2019 - 07.2023
- Subject Matter Expert (SME) that provided functional knowledge to a cross-functional Customer Solutions team of 50+ (POs/PMs/Associates) – assisting with project coordination, testing, and implementation support for New Customer Initiatives, Client Deconversions, Process enhancements, and new Technologies (Debt Manager 10 (DM10), Process Automation, Collections, I2R-Image Retrieval)
- Performed root cause analysis on defects logged and managed in Application Lifecycle Management (ALM) during Pilot & P1/P2 launch conversion
- Managed and resolved 75+ defects attributable to Configuration, Coding, Technical Design) improving UI
- Communicated weekly ALM analysis (process enhancements, account maintenance and remediation efforts, and defects) to Customer Solutions leaders
- Conducted UAT regression testing; develop and execute test plans, test specifications, and test cases for in-house systems and processes (DM10 – 8 Processes/180 scripts, Automating Recovery Letters, System Regression testing)
- Initiate Change Control Request process for Job Aids (Reinstatement, CareCredit, Disputes – Recovery, Payment)
- Managed review/tracking of DM10 issue management
- Drive defect resolution providing summary of root cause and steps used to resolve to leadership and ad hoc projects
BLP – Risk Management Intern
Synchrony
Stamford, CT
06.2022 - 08.2022
- Enhanced existing Tableau Reporting Dashboard incorporating automation functionality
- Drafted Process Documentation of workflow providing overview of Op Risk Escalated Dashboard’s utility
- Implemented controls to improve management of KPI triggers through development of CF-ORM RCA framework allowing for push notifications in addition to developing an automated sample dataset, systemically, from triggering events
Education
MBA - Business Intelligence & Analytic Management
Keller Graduate School of Management of DeVry University
Virtual12.2022
Nanodegree (Certification) - Business Analytics
Udacity
Virtual04-2022
Bachelor of Arts - Creative Writing
New York University
New York, NY12.2006
AAS - Accounting/Finance
New York University
New York, NY12.2002
Skills
- Corporate governance
- Data privacy
- Due diligence
- Risk mitigation
- Document management
- Agile methodology
- Website optimization
- Interface design
- Programming languages
- Scripting
- Website updating
- Embedded media
- Video file editing
- Regulatory compliance
- Lifecycle management
- Agile workflow
- Project management
- Innovative thinking
- Critical thinking
- Creative solutions
- Risk assessment
- Analytical thinking
- User experience improvement
- Decision-making
- Root-cause analysis
- Time management
- Strategic planning
Accomplishments
- Quarterly Risk Award - SYF Values
- Strong Governance
- GIFTED (a SYF ERG (Black Experiences+ Non-Exempt Mentoring Initiative)
Timeline
BLP Risk Management - Rotation #2
Synchrony
07.2024 - 01.2025
BLP Risk Management – Rotation #1: Fair Lending
Synchrony
07.2023 - Current
BLP – Risk Management Intern
Synchrony
06.2022 - 08.2022
User Acceptance Tester, Sr. Specialist- Collections Operations
Synchrony
08.2019 - 07.2023
MBA - Business Intelligence & Analytic Management
Keller Graduate School of Management of DeVry University
Nanodegree (Certification) - Business Analytics
Udacity
Bachelor of Arts - Creative Writing
New York University
AAS - Accounting/Finance
New York University
Similar Profiles
Raymond Medina MarcanoRaymond Medina Marcano
Customer Service Specialist at SynchronyCustomer Service Specialist at Synchrony
Alicia BrewtonAlicia Brewton
Property and Casualty Insurance Agent at SynchronyProperty and Casualty Insurance Agent at Synchrony
Kalyan Rao BaleKalyan Rao Bale
Hybrid Underwriter at SynchronyHybrid Underwriter at Synchrony