Zachary Fay

Led the ideation, strategy, vision, and rollout of an AI-driven knowledge-sharing platform across 13,000 employees globally, saving over 200,000 hours annually. Achieved widespread adoption with 6,000+ monthly active users by managing change, training programs, and ongoing improvements. Provided leadership, vision, and clear direction, navigating complex change management to integrate new work structures, skills, and processes, resulting in a highly engaged and successful new department. Created firm-wide AI and Data strategy roadmaps by leveraging superior thought leadership in the AI space, as well as collaboration with senior leadership. Integrated cutting-edge research with business needs to deliver innovative products and improve KPIs, positioning BDO as an industry leader in AI adoption. Established a new, future-focused research wing for AI innovation, delivering key research insights and documentation that fueled strategic business initiatives and innovation priorities. Created high-impact presentation materials to support resource expansion and project proposals, leading to improved revenue and KPIs. Produced user-friendly training content that drove a 40% increase in AI tool engagement. Applied technical knowledge of emerging AI technologies, including Retrieval-Augmented Generation (RAG) models, multi-agent processes, and AI-driven automation, to develop strategic roadmaps, product wireframes, and business-focused innovation strategies. Enabled seamless integration of AI into core business functions, enhancing data-driven decision-making across multiple departments by focusing on a Hub and Spokes methodology of tool building versus solution creation. Led cross functional and cross departmental task forces for multiple high visibility, high impact AI initiatives through honest, genuine, and authentic leadership and trust.

As an Innovation Business Analyst, I bridge the gap between business stakeholders and our talented development teams by building relationships, trust and ultimately buy-in. I help guide projects using Agile Scrum, keeping a close eye on quality and innovation. My passion for problem-solving and finding the why allows me to play a key role in turning dreams into ideas, ideas into understanding, and understanding into reality. I take stewardship in the ideation and timely execution of projects and products across a wide spectrum of BDO's Business Units. I've had the exciting opportunity to work on cutting-edge AI and ML projects, including leading BDO's firmwide ChatGPT integration.

● Constructed and enhanced the Project/Operations Management process for roughly 80 Software and Business improvement Projects with multi-year scopes and multi-million dollar contracts, contributing to an increase of 20% in net profits over 3 years. ● Iterated and improved project estimates and burn rates utilizing post mortem analysis, agile methodologies and information provided from all stakeholders,lowering estimate variance to within 4% of the goal. ● Created and presented Executive project reporting utilizing strong Interpersonal Communication skills, as well as my ability to discover unstated needs, leading to transparent, defined status of each project, allowing accurate roadmaps for success. ● Lead multiple successful Organization level objectives including researching, procuring and implementing a Continuous Performance Management Program that improved employee morale and documented overall employee health. ● Lead between 15-22 software projects simultaneously, including organizing 10 full time developer resources, 2 Quality Assurance Analysts and multiple clients by creating repeatable, clearly defined communication protocols and by building trust and alignment within the team. ● Lead change management initiatives including enacting a company-wide meeting minutes process as well as following The Level 10 meeting system, ensuring clear and consistent to-dos and communication across projects. ● Negotiated and drafted Service Agreements and Statements Of Work (SOW) with clients, utilizing apt soft skills and discovering unstated needs. ● Created and utilized a Project Management Data Analysis Tool using Microsoft Excel to monitor scope creep, burn down rates, and predictive Milestone dates, which brought transparency to project health and enabled the team to catch pain points before they festered.

● Evaluated core metrics for success in the contact center world, and applied Lean knowledge to improve multiple processes across the organization, including honing system usage, creating macros and reducing waste. ● Investigated, analyzed and coordinated key performance indicator improvements, including a waste reduction sprint leading to the least waste the department had that year. ● Utilized precise note taking and intelligent conflict resolution skills to navigate complex customer and employee interactions, leading to clear, concise and continuous agreement and alignment. ● Leveraged strengths in creative problem solving to implement The Wall of Opportunity, a cross department venture to increase employee engagement and harness front-line innovation which improved our processes, customer communication, service delivery, systems, and our Online Experience. ● Managed teams of 18 insurance professionals virtually, utilizing individualized coaching to generate more productive, more authentic, and more transparent communication and buy-in across teams. ● Leaned into change, learning multiple new systems, management styles, programs, tools and ways of thinking all to better myself for the company. ● Created structure from nebulous goals, training and objectives, writing management Standard Operating Procedures, and laying down framework for successful leader performance. ● Maintained an in depth daily, monthly and quarterly progress log on employee performance, current projects, initiatives, and areas for improvement. Used in salary planning and performance management. ● Reviewed, prioritized and translated team results through current analysis tools, creating specific plans for team members based on data gathered, the team members strengths and our desired outcome. ● Supervisor of the Quarter, 2018 ● Team of the Month, 2011, 2014, 2017