Manager Customer Service

Rhonda Hoonjan

*** **** **. *** *********, CA ***08

********@*******.*** 478-***-**** LinkedIn https://rhondahoonjan.github.io

Scrum Master (Mobile & Web) Product Management Mobile User Experience Research & Design

Innovative and highly accomplished international business professional with talent for managing the efforts of software developers, testers, UX/UI designers, business analysts, product owners, partners, vendors, and third-party professionals to ensure attainment of competitive timelines and provide optimal client value. Key player in first-of-a-kind projects due to meticulous communication skills and “do what it takes” attitude. Skilled in utilising JIRA, Confluence, GitHub, Fabric, HockeyApp, TestFlight, Slack, Google Play Developer Console, iTunes Connect Administration, InVision, Marvel, Aha!, Microsoft Office, Google Docs, Basecamp, Trello, Asana, Fun Retro and intermediate Spanish. Recently attended General Assembly’s HTML, CSS and JavaScript Bootcamp course.

Core Competencies

Scrum/Kanban/XP/Lean/SDLC

JIRA & Slack Administration

Servant Leadership

Certified Scrum Master (PSM I)

Prince 2 Certified (Practitioner)

Value Proposition Design

Release Management

Mobile App Prototyping

Agile Games & Coaching

Professional Experience

TalkTalk – London 2017

Product Development Manager

Direct Line Manager of the Capabilities/Innovation team (7 members) who developed a new MyTalkTalk progressive web app (Angular 4, Cordova, Ionic, Firebase/Google Analytics) to replace the existing live app which had security issues and limited analytics. During first week, held a kick off session in Manchester where team performed competitor and user research, designed rapid prototypes, formulated user stories based on tests/learnings of prototype, and prepared for first Sprint. Worked with Automation Engineer to put Circle CI in place for build pipeline. Trained Tech Lead to play Scrum Master role for the team. Worked closely with UX Designer to simplify user journeys to bring in app. Coached Product Owner on build-measure-learn and to write user stories. Worked with other development teams to help them upskill from Angular 1.5 to Angular 4 in preparation of app launch/maintenance. Prepared engaging slides (with gifs) and spoke at monthly All Hands Management meetings. Helped Senior Director to research and set-up Squads, Tribes, Chapters, Guilds within the organization to experiment with the Spotify Engineering model.

Key Achievements:

Closed Beta version of the app available on both app stores for internal staff trial after 2 Sprints.

Established transparency and a fast a feedback loop which enabled to team to better prioritize work post MVP.

App to launch end of this year and company is now looking to use the app design/code to replace parts of existing website for consistent simplified customer journeys across mobile and web.

Universal Music Group – London 2016 – 2017 (6 months)

Senior Scrum Master/Agile Coach (Contractor)

Served as Scrum Master for two full stack Studio Hub development teams working closely with Product Managers in London, New York and Los Angeles to prioritize roadmap and engage Record Labels for quick customer feedback. Managed all Agile related activities for Studio Hub (a system similar to iTunes used internally within the Music Industry to capture sound recordings, metadata, and contracts for global distribution of physical and digital assets). Led sprint planning, daily stand ups, retrospectives and demo preparation activities. Provided Agile coaching to six Studio Hub development teams with a heavy focus on pairing as well as faster and more efficient releases (release train). Mentored two new Scrum Masters providing day to day advice on team building, key communications, ways of working, tools, and Agile methodology. Managed JIRA boards (Scrum and Kanban) and updated Confluence with key documentation including branching strategy, environment information, Sprint Planning, Release and Retrospectives Notes. Provided fortnightly reports on team progress including burn down charts. Worked closely with QA Manager (third party company) to create a collaborative environment where Developers and do ticket kick offs and handovers instead of working in a linear fashion.

Key Achievements:

Created a new Slack channel called 'Code Review Club' which integrated with GitHub so that all teams could support each other and have better visibility of all merge requests across the platform.

Supported the Core Platform (Architecture) and Dev Ops teams in the refactoring and componentization of the Studio Hub system which allowed each feature team to build and release separately via Team City and Octopus.

Introduced the concept of planning 20% 'Tech Debt' into each Sprint to allow the development team time to support the refactoring of the Studio Hub platform as well as tackling the Automation backlog (Definition of Done did not previously include Automation Testing).

TalkTalk – London 2016 (6 months)

Web Scrum Master (Contractor)

Served as Scrum Master for two front end development teams working to migrate www.talktalk.co.uk from three legacy PHP code bases (web, mobile, tablet) to one responsive Angular code base. One team focused on designing UI pattern library components (consumed by all Angular web teams) and the other team built the New/Existing Customer Sales pages. Led all scrum ceremonies including sprint planning, daily stand ups and retrospectives. Worked closely with the Sales Product Manager to prioritise/groom backlog and prepare for demos. Helped with Slack and JIRA/Confluence system administration. Set up a Scrum of Scrums Dependency matrix to help illustrate blockers across teams (api, UX, UI, Marketing, Product). Resolved blockers by communicating with all onshore/offshore teams. Motivated teams by selecting a JIRA user story at the beginning of each Sprint for which a prize would be given (to a developer if ticket completed without any bugs or to QA if a valid bug was raised).

Key Achievements:

Soft launched 50% of new Sales Pages including rebranding in 8 weeks by working with Product teams to better define MVP.

Sky BSKYB – London 2014 – 2015 (18 months)

Mobile Apps Scrum Master, Sky Store (Contractor)

Originally joined Sky Store, a TVOD Movie/TV service, in the Programme team, setting up processes and building a Confluence wiki to facilitate better communication between the PMO/Programme team (SharePoint/Waterfall) and Client Delivery teams (JIRA/Agile). After 3 months, was moved to the Mobile team to serve as Scrum Master for both the iOS & Android teams. Led daily stand ups, managed JIRA scrum board (later Kanban), resolved blockers (clarifying requirements, team pairing, api/web/DRM issues), conducted bi-weekly Sprint Planning, Architecture/UX UI Design Review sessions, created JIRA tickets for epics/user stories, prioritised ticket backlog, updated burn-down/up charts, organised product demos for senior stakeholders, held team retros, generated release notes, managed app store submissions/customer feedback, and day to day management, training and development of the team.

Key Achievements:

Both Android and iOS apps launched successfully on April 15, 2015 with great initial customer reviews (4.5 stars) on both app stores.

Sky Store won Retailer Initiative of the Year at the 2015 British Video Association Awards.

Helped Marketing team to integrate Google, Twitter and Facebook SDKs which increased app downloads from 10k to 100k within first 3 months.

Worked with Technical lead to integrate JIRA, Slack, GitHub, Fabric, and Circle CI to improve workflow and communication within the team.

Following app launch transitioned BAU operational activities to new Mobile team in Lisbon.

MTV/VIACOM – London 2012 – 2014 (18 months)

Broadcast & Digital Media Project Coordinator/Agile Project Manager

Started as Project Coordinator supporting and reporting directly into the Senior Director of Technology. Wrote monthly technology newsletter outlining project accomplishments. During first 2 months improved and standardised project processes, templates, and status/budget reporting for 120+ projects across 7 project streams. Due to high performance was quickly nominated as Project Manager for 3 projects including a reskinnable MTV OD (On Demand) POC iOS app, building a new Talent and Music Video Submission website, and setting up an International Signiant mission critical support team. Collaborated with MTV OD content managers, designers and developers from project kick-off (design and user journey) to completion (testing and iTunes submission). Worked closely with Record Labels and Independent music artists to launch MTV UK’s first online Talent and Music Video Submission system allowing metadata to be captured digitally and music videos to be uploaded as mxf files.

Key Achievements:

Co-founder of Viacom's Women in Technology inclusion group and organised an on-site launch event in Camden Town featuring panel speakers from various film and television industries.

Attended Agile training and served as Scrum Master for the Digital Media team, providing support for sprint planning, product backlog, and prioritising support issues for 300+ live websites.

Helped the Senior Director of Technology launch 8 HD Australian channels out of the London Media Centre, the largest channel migration project to date resulting in $12 million annual cost savings.

Second place winner of Viacom’s Brains Trust competition for submitting MTV Discovers, an augmented reality travel app. Worked with the VP of Strategy for 6 months and presented idea to Viacom's Senior Leadership Team. Ideas were implemented to improve and refresh mtvtravelco.com.

Sita – Atlanta & London 1999 – 2011

Senior Programme Administrator, Global Indirect Channel Partner Programme

Played a pivotal role in the start-up, growth, and ongoing management of a new Value Added Reseller programme focusing on global tier 3 & 4 airport markets. Evaluated programme strategy ensuring all contract components aligned with vision of multinational technology company specialising in providing IT and telecommunications services to air transport industry. Leveraged extensive knowledge of corporation’s product lines to manage solution-focused IT projects with channel partners in The Americas, Europe, Asia and Africa. Participated in all phases of the contract to cash business cycle, including pricing, proposals, procurement, logistics, project delivery, operations, training, billing, and cost/revenue tracking. Supported Head of Programme with project kick-off meetings, scoping, planning, implementation, status reporting, customer acceptance testing, and P&L management functions.

Key Achievements:

Successfully grew business unit from ground up with first revenues of $2M in 2008 to $18.5 in 2011

Received SITA Sales and Solution Design certification in CUTE, Kiosk, and Baggage Reconciliation System.

Awarded 2 discretionary bonuses for exceeding revenue targets and received company transfer from Atlanta to London due to outstanding performance.

Mega Transport Network Configurations Engineer

Efficiently responded to 400 to 700 daily emails and more than 100 customer calls regarding a variety of network issues in a global 24x7 call support environment. Interacted with internal and external operations and technical staff to troubleshoot and resolve wide area network emergencies. Quickly learned OSI model, numerous telecommunications protocols (ATM, Frame Relay, X25, X28) on world’s largest private network, and to effectively interact and relate to worldwide customer situations. Worked closely with project teams to re-route many customer access connections during 9/11.

Education

Bachelor of Arts (B.A.) - English Literature and Art History - Agnes Scott College– Decatur, GA (USA)

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