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Scrum Customer Service

Fort Worth, Texas, United States
August 16, 2019

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Pamela Ndzi

GC, located in Dallas Texas



Results driven and highly motivated IT Management Professional with over 6+ years of proven experience, combining strengths in project management, strategic planning, organizational leadership and business management. Proven track record for meeting complex project deadlines, training/motivating coaching agile teams, and delivering stellar customer service to internal and external clients. A critical thinker with strong decision-making skills with the ability to adapt quickly and work seamlessly with cross-functional teams.


●6+ years of experience as a Scrum Master

●Knowledge of various Agile frameworks: Scrum, XP, Kanban Principles

●Use of Business Analysis tools, Excel, Tableau, Informatica, MS Project Plan, Jira

●Experienced in Agile techniques: User Stories, TDD, Continuous Integration


●Multi team Scrum Master – Servant leader to multiple development teams on project for a Fortune 500 telecom provider.

●Transitioned multiple teams from waterfall to Agile

●Process Improvement – Identified process changes required to accelerate development and remove major impediments.

●MS Project Server, SharePoint, Salesforce, Jira as a tool for project management.

●Experienced in Agile Scrum and Lean methodologies with exposure to Waterfall.

●Analysis data using Excel and tableau

●Used Agile, Scrum, Kanban and Lean methodologies during annual enrollment.

●Experience using Jira to track and make visible sprint backlog workflow preferred.

●Full SDLC Implementation experience from Initiation to Execution on Claims and Care Management.

●Basic HTML/CSS/JavaScript, coding skills


Luxoft Scrum Master

With AT&T–Plano, TX July 2018 – Current

●Facilitate daily stand ups for multiple teams

●Assist with story points, JIRA documentation, and story formatting/ refinement

●Document best practices and coach teams to embrace change

●Identify and manage dependencies among cross-functional teams

●Remove impediments or blockers for the Dev Team

●Plan and prepare all Scrum ceremonies

●Schedule any urgent meeting that comes up for the team such as hot bug fixes

●Communicate with the Product team following their time line on their roadmaps to avoid delays in releases.

●Fostered open communication forum to form cross team working environment.

●Prepare demo Decks and making sure all feature related User Stories are demoed and accepted by the product team.

Genpact Dallas TX July 2015-June 2018

Scrum Master

Responsible for two teams, leading and coaching on the Anthem global encounter payment strategy system process, agile planning and communicating with Sr Leaders. Working with Scrum Teams.

●Work with other team members to identify and justify investment opportunities for the encounters

●Work directly with business owners to define requirements (epics and user stories)

●Implement processes, practices, and tools allow for multiple paths of delivery. I.e., create simplified, consistent, reusable, efficient and flexible methodologies

●Recommend improvements and drive alignment across the Market lace solutions organization

●Serve as a Coach and Mentor within the organization to facilitate adoption and maturity for scrum team

●Coach and mentor product engineering team(s) on scrum / lean/ agile principles and practices

●Evangelize, coach and mentor business and management stakeholders on value proposition of Lean, Agile & Scrum. Serve as a Scrum Master / Agile Coach for multiple teams, assist in release planning and sprint planning, Run standup/scrum meetings for engineering teams.

●Collaborate with business leaders, agile Learning and Development, and Culture and Engagement teams in identification and implementation of best cost of care management practices. Develop methodologies and tools to monitor performance and prepare Executive Summaries

●Responsible for the administrative, coaching and leadership roles that make Scrum development/delivery possible

Integrated Community Services Dec 2012 -July 2015

Business Analyst

●Provide oversight to a portfolio of projects ensuring on-time delivery of all tasks across multiple departments. Establish continuous deployment process, plan releases and obtain project life cycle approvals. Discuss enterprise system enhancement project requirements and stories with analysis & advisor

●Perform business analysis and develop innovative solutions to address med D client implementation and assist the team with research, report creation and quality control of all deliverables. Maintained Scrum Team Dashboard, assist Product Owners with backlog creation and grooming of stories

●SharePoint administrator managing permissions, analyzing/reporting, monitor trend and page/site creation and modifications

●Department Salesforce SME, managing and tracking all client implementations and providing report to Sr managers, directors and VP

●Defined all the features of the Nursing Home Compare Application in form of User Stories and

●Acceptance criteria.

●Created and executed tests cases for the application using MS Excel.

●Participated in data Model design and implementation.

●Conducted System Analysis, mapping and transformation of Data from MDS and National database.

CVS Health Jan 2012– Dec 2012

Jr Business System Analyst

Develop an effective SCRUM-based agile methodology for teams to meet the diverse needs of customers and internal stakeholders. Coordinate organizational change management aspects of agile introduction and play a prominent role in influencing the acceptance and practice of scrum/agile process

●Participate in and/or lead internal and external meetings on product innovation and development

●Perform monthly/annual client reviews, facilitating special projects and daily work flow management

●Ensure the successful delivery of compliance/audit results and timely handling of all rebuttals and responses.

●Drive automated solutions and eliminate facilitated processes to drive compliance and quality

●Handle interviewing/hiring, evaluating and reviewing performance, coaching & counseling, disciplinary action and daily supervision of analyst and enrollment consultants to ensure that all department and company policies and procedures are followed

●Analyzed customer's needs and determined requirements to anticipate and resolve issues and find solutions by means of automated systems.

●Facilitated interviews with end users to capture user requirements, business procedures, and identify system requirements.

●Participated in JAD sessions with project stakeholders for defining business requirements for various system redesigns.

●Developed and document Business Requirements, Technical Requirements, Test Plans and Test Cases for the Image processing application (IPS).

●Help facilitate the solution selection in the decision-making process and provided the necessary information to enable business to make an informed decision.

●Independently interact with clients of varying associate/management levels to gather and analyze business requirements and interpret business needs and issues in order to design solutions that will solve both technical and business issues.


●3years AA Sociology and Anthropology University of Yaoundé Cameroon


●Scrum Master (CSM)

●Professional Scrum Master (PSM 1)

●Business Analyst

● SAFe

●Scrum Product Owner (PO)

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