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Customer Service Management

Location:
Argentina
Posted:
May 21, 2016

Contact this candidate

Resume:

Carolina Gorosito

+54-351-**-*******

acuv0w@r.postjobfree.com

http:/agilecoaching.com.ar

http://carolinagorosito.com/

Mission

My mission as an agile coach is to help teams and enterprises to walk through their evolution to agile, self-management, high performance and excellence at work, while completing tasks and achieving their goals.

Values

I love learning, becoming part and building great teams where harmony, understanding, commitment and team work are the key to a solid relationship. These are the things I follow at creating a unique experience for each customer, team member, and any other person involved in the project/company or as a training attendee.

My personal manifesto at Agile Coaching

These are the premises I apply with my clients, in every organization I work with: Holistic Accountability Conversation

•The organization is

considered as a

whole.

•We measure the

actions towards the

goals.

•Facilitation of active

listening and shared

understanding.

Innovation Questioning Mindset

•Application of

creative and

disruptive learning.

•Ask before

assuming; leave

prejudices aside.

•Fostering agile

practices and

thinking every day.

ABC (Always Be Creating): I take time to grow, think and create new methods for serving my clients better.

Education

Primary school: completed.

Secondary school: completed. Degree: Tech. Business Administration. University: incomplete: Eng. Electronics, Eng. Information Systems. Certified Scrum Master: International Scrum Institute, ID: 237*********** ISTQB Foundation Level course at IBM y HP.

Practitioner NLP, 2013.

Strategic Negotiation, University of Cordoba, UNC, 2012. Currently studying: Accredited Project Management Certification. Languages

English Teacher, 1995.

First Certificate in English, University of Cambridge, 1997. Introduction to Arabic, UNC.

Arabic Language Teacher, Madrasah Sharquiah, currently studying. Portfolio

Webinars about agile mindset, tools and scaling: my Youtube channel I write about my learnings in my blog: agilecoaching.com.ar Conferences and workshops in photos: album

Professional profile in LinkedIn

Work Experience

I have worked in many projects for international companies planning, estimating, executing, leading, motivating, communicating, and training teams from the United States, India, England, Mexico and Argentina.

I currently work as a consultant, speaker, agile coach and trainer on creative solutions for innovation, technology, design thinking, serious play and IT projects. I also coach mentors, entrepreneurs, executives and teams in agile methods and frameworks.

Santander México, Hublance: Agile Coach, Creative Change Agent: (From 18/01/2016, current, freelance contractor):

2

#Fintech #DigitalTransformation

Specialized in group dynamics and serious play for medium and large organisations Agile Management and Coaching.

Communication and empathy facilitator.

Medium and large organizations facilitator and coach. Enterprise creative change agent.

Systems thinker

Resume:

My main tasks and responsibilities include but are not limited to: BBVA Argentina, UST Global: Agile Coach, trainer, speaker and consultant (From 07/09/2015, 10/12/2015, contractor):

2

Agile adoption for the digital banking organization. Enterprise change agent.

Facilitation of agile & lean methods, work flows, tools and roles. Team organizer and coach.

On-site training, simulations and workshops.

Agile in practice on-site training with serious play techniques and team dynamics tools. IT, online business and process consultant.

Training, coaching and mentoring to executives, teams and organization in DevOps, Design Thinking, Visual Thinking, Scrum, Kanban and Scrumban. SAFe scaling to the organization.

Coaching the whole organization, starting by the incubation of 5 teams into agile practices. Promotion of team self-management and improvement. Creation of an environment which helps the organization and teams to perform to their optimum ability.

Serve as liaison between technical and non -technical departments regarding communication and scalation of issues/impediments.

Organization and facilitation of project planning, daily stand-up meetings, reviews, retrospectives, sprint and release planning, demos and other agile-related meetings.

Ensure the development teams are practicing the core agile principles of collaboration, prioritization, team accountability, and visibility. Assist as needed with backlog maintenance, internal and external communication, improving transparency, radiating information and prioritization. Foster developing and maintaining team standards, tools, and best practices.

assessing the current state of the agile approach taken by the organization and detecting improvement possibilities.

co-designing a strategy for implementing agile in the whole company.

helping the client to develop better technology and business driven opportunities and agile

methods

facilitation of agile & lean methods, work flows, tools and roles.

creation of an environment which helps the organization and teams to perform to their optimum ability.

serving as liaison between technical and non-technical departments regarding communication and scalation of issues/impediments.

proactively identifying issues and opportunities for management and process improvements organization and facilitation of project planning, daily stand-up meetings, reviews, retrospectives, sprint and release planning, demos and other agile-related meetings.

ensuring the development teams are practicing the core agile principles of collaboration, prioritization, team accountability, and visibility.

assisting as needed with backlog maintenance, internal and external communication, improving transparency, radiating information and prioritization.

fostering developing and maintaining team standards, tools, and best practices. Agile Coach, trainer, speaker and consultant (From 10/11/2012, current) at Agile Coaching:

Online and on-site training, seminars and courses: Certified Scrum Master.

Agile in practice online and on-site training with serious play techniques and team dynamics tools.

Agile methodologies trainer, focused on software development and team leadership. IT, online business and process consultant.

Training, coaching and mentoring to entrepreneurs and executives at GenerandoIT.

Conferences and events: Tecnoday 2012 y 2013, Día del programador 2014 and 2015.

Agile games workshop in situ Día del programador 2014.

Conference about Scrum and Testing, TestingBaires 2014.

Retrospectives webinar: “Rituales de mejora”, April 2016, organized by Agile Collective MX.

Collaboration with The Project Canvas by Over The Fence: translation and community spreading

Intervention and training of Kanban and Scrum, meeting facilitation and agile adoption and transformation for entrepreneurs:

o architecture startup, developing software with Scrum o HR startup process with Kanban

o small software development company with Scrum

o Kanban for non-profit organization Scrum certification course for entrepreneurs and team members

o Conversation and retrospective facilitation for startup teams o The Project Canvas facilitation as inception for new project ideas.

Co-host at Over The Fence workshop online, May 9 2016.

3

INICIA Córdoba (Volunteer from 10/07/2014, current, NGO):

Team: Events organization for entrepreneurs.

Trainer and mentor: entrepreneurs.

Productive use of time for entrepreneurs.

Kanban implementation.

Motorola Mobility, project Merchandiser: QA leader/Scrum Master. (From 27/02/2012 to 31/10/2012)

Integration and component system testing.

SaaS testing and configuring.

Team leadership and management.

Impediments manager.

Scrum Master.

Team coordination and motivation.

IBM Argentina, Test Specialist Sr: Tester, Project modernization of credit card software. (From 01/04/2011 to 24/02/2012) – Role: Technical Testing Leader

Integration, component, usability, migration, coexistence testing. Websphere MQM broker messaging testing.

Strategic planning and tests definition.

Ambiguity requirements testing.

Team management.

Planning and estimation.

Defects management.

UAT and Quality Assurance team support.

Globant, Quality Control Analyst: projects: marketing, telecommunication, 11/01/2010 to 01/04/2011)

web apps, Saas. (From

Agile teams coordination.

Planning Coordinación de equipos ágiles.

Usability, compatibility, migration, component, integration testing. Scrum Master.

4 Impediments management.

Resume:

HP Enterprise Services (ex EDS), Tester, projects: financial applications: collections, leasing, retail. (From 11/12/2007 to 04/01/2010)

Requirements analysis.

CMMI5 process, V-model.

Testing: analysis, tests creation and execution.

UAT coordination.

Team training.

Reward: Excellence at work.

CVA Medios, Media audit. (From 05/08/2005 to 11/12/2007)

Media information control: TV, printed press, radio. Customer service information delivery.

PCs repairing, maintenance and network administration in cyber café.

Software and hardware installation.

Maintenance.

Administration.

Family business tasks.

Bank tasks and administration.

Customer service. Vendors

interaction. Technical books

translation.

Coaching Skills

Team building, collaboration, motivation and coaching. Fast learner.

Mentoring and training.

Professional ethics and morale.

Positive and proactive attitude.

Great communicator, self-managed, organized.

Open minded. Committed to goals.

Adaptable and enthusiast.

Coaching for results and behavioral change

5

.

What my clients and coworkers say about me in LinkedIn 6

Resume:

Tools

7



Contact this candidate