Scrum Master Operations Manager

DENISE OCAMPO

SCRUM MASTER

$ 817-***-**** M *********@*****.*** P Arlington, TX

WORK EXPERIE NCE

Global Life Liberty National Insurance August 2022 - Present Supervising Agent Arlington, TX

Provides guidance and information on the risks and benefits of each eligible plan and effectively communicates the terms and conditions of each product while advising customers to quickly lock options. Making weekly sales calls to develop new business and retain existing business in personal network. Certified Scrum Master with background communicating effectively with and leading high-performance teams.

§ Placed in the top 25% of the sales department during first month in the role and consistently perform at that level.

§ Hired, trained and prepared 6 agents to respond to customer complaints, respond to inquiries and manage troubleshooting tasks and maintain accurate client information.

§ Monitor and evaluate co-worker performance while using SalesForce to prepare sales reports with client information related to products and services purchased.

§ Assists in developing processes and procedures that allow the team to adapt and continue to perform in the top 5 teams in a historic raising environment.

§ Promptly resolved customer complaints to maintain professional relationships while following up on customers inquiries to assess satisfaction with provided solutions.

§ Maintained comprehensive product and service knowledge for accurate, informative customer advice while scaling business model to prompt consistent customer satisfaction. U.S Auto Parts Network, Inc. – CarParts.com September 2021 - August 2022 Operations Manager Grand Prairie, TX

Represented a full line of OEM, aftermarket, refurbished and rebuilt auto parts from trusted manufacturers, serving as a trusted advisor to businesses and individuals. Hire, train and supervise sales support staff, and create a fun and productive work environment.

§ Partnered with cross-functional teams offline and online, and assist in developing a campaign execution plan with defined goals, key stakeholders and timeline for each of the assigned key marketing campaigns.

§ Lead development of spending and budget recommendations on multicultural campaigns while implementing processes and procedures that increased customer retention by 10%.

§ Lead business relationship and ensured their contributions and work products for the brand campaign are delivered on time, within budget and in accordance with all contracts and brand standards.

§ Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.

§ Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.

§ Trained and guided team members to maintain high productivity and performance metrics.

§ Tracked employee attendance and punctuality, addressing recurring issues quickly to prevent long-term habits. The Home Depot Distribution Center March 2019 - September 2021 Operations Supervisor Dallas, TX

This role required management responsibilities for 40 to 60 hourly associates that required maximized team productivity. Calculated and communicated staffing requirements across multiple shifts on a daily basis while driving a team to achieve company initiatives.

§ Proactive leadership and labor management led to reduced labor cost by 17%.

§ Spearheaded a Safety Committee that was successful in eliminating work related injuries and workman compensation claims.

§ Evaluated team member performance and productivity, provided feedback and implemented corrective actions.

§ Improved operating performance and reduced labor costs by developing and optimizing the practical standards.

§ Developed and streamlined training process for over 60 new employees monthly.

§ Developed and implemented a standardized system for rating staff that was adopted by the division.

§ Established and communicated performance expectations utilizing Performance Management Systems. The Home Depot March 2007 – March 2019

Department Supervisor Arlington, TX

Supervised the work of office employees to ensure adherence to quality standards and meet all deadlines, prepared procedures, and corrected errors or problems for 8 direct employees.

§ Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.

§ Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.

§ Proficient in the use of Outlook, Word, Excel, Power point and Access databases.

§ Managed and monitored various KPI's to ensure the facility was meeting its goals.

§ Ensured the associates have proper access to the necessary tools to perform their assigned duties and that tools are routinely inspected and maintained.

§ Executed daily customer/vendor contract requirements; identified accessorial activity and ensured necessary documentation.

SUMMARY

Top-ranked supervising agent

supporting pre-sales activities by

giving thorough information about the

technical specification of the companies

products as the way in which they could

meet customer demands and needs.

Proven ability to lead sales teams to

achieve multimillion-dollar revenue

gains. Focused on teamwork promoting

exemplary presentation, project

management and risk monitoring skills.

EXPERTISE

Business-to-Business (B2B)

Project Management

Team Development Training

Sales Teams Supervision

Sales Training & Development

Closing Strategies

Territory Management

Key Account Management

Market Growth

New Account Development

Presentations & Proposals

Complex Negotiations

SYSTEMS

Microsoft Office Suites

Google Workspace

CRM Software

SalesForce

ACCOLADES

Ranked #1 Supervising Agent by

Global Life Insurance – Arlington, TX.

§ “Fostered a robust, sustainable

network of buyers by leveraging

strong listening, presentations

and closing skills to optimize

sales results despite previously

dominated competitor

advantage.”

LICENSES

Certified Scrum Master

Tarrant County Courthouse March 2005 – March 2007

Department Supervisor Fort Worth, TX

Supervised the work of office employees to ensure adherence to quality standards and meet all deadlines, prepared procedures, and corrected errors or problems for 8 direct employees.

§ Processed and administered monthly performance reviews to all direct reports.

§ Modeled and enforced policies and procedures; partnered with Manager and Human Resources to address policy violations and delivered appropriate levels of corrective action.

§ Maintained employee attendance including processing requests for time off, systemically processing PTO and delivering corrective action for excessive absenteeism.

§ Organized filing system to facilitate easy retrieval of documents while following security protocols to protect sensitive and proprietary information.

EDUCATION

Northwood University May 2018

Midland, MI

§ BBA: Business Administration

Tarrant County College December 2014

Arlington, TX

§ Associate of Arts: Business Management

United States Army January 1992 - February 1999

USA

§ Sergeant

MILITARY EXPERIENCE

United States Army January 1992 - February 1999

Sergeant USA

Led team in developing strategic plans to meet operational objectives while training and mentoring personnel in combat operations and tactics.

§ Supervised manual and automated supply strategies, and connected with supply and data processing teams to facilitate communication and collaboration. While monitoring and assessing mission progress and provided updates to command.

§ Developed and implemented plans to reduce risk to personnel and equipment during tactical operations. Ordered, unloaded, sorted and tracked supplies and equipment needed for unit activities.

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