Scrum Master Customer Experience

NAMREEN SHAHID

Cell: 918-***-**** Email: ***************@*****.***

PROFESSIONAL SUMMARY

A peoples professional who thrives under pressure and delivers consistent results by utilizing cross functional communication skills and implementation of conflict resolution strategies. Namreen brings to table experience and knowledge of the mortgage industry, understanding of point of sale process of a telecom transaction which helps her enable enhancements or changes to such from a customer experience perspective.

PROFESSIONAL EXPERIENCE

Organization: Walgreen, Chicago, IL May 2022 – Present

Project: Search system

Role: Scrum Master

Key Achievements:

·Helped two development teams towards various scrum practices by teaching how to efficiently conduct scrum events

·Maintain sprint artifacts for the two teams using Azure Dev. Ops (ADO) to help teams plan and deliver work incrementally

·Helped teams prepare for Product Increment (PI) Planning by coaching them on creation of features, refinement and decomposition of those features into stories for the purpose of Increment planning

·Enable self discovery for agile teams by using various retrospective practices to help them acknowledge strengths as well as understanding and treatment of opportunity areas

·Coaching the teams to identify improvement items as a result of iteration review and retrospective sessions to impact future sprints from a continuous improvement perspective

·Helped the teams prepare for sprint demo considering the work completed during the sprint

Organization: Verizon, Irving, TX Oct 2020 – Apr 2022

Project: Rebates system

Role: Scrum Master

Key Achievements:

·Working with multiple technology streams for delivery, driving work through project teams and communicating regularly with shareholders

·Run different sprint reports using Jira Queries and Jira filters for stakeholder meetings

·Creation of Jira dashboards for executive reporting and team meetings for quantitative retrospectives

·Interact regularly with Business Analysts, Architects, Developers, Application Support, Enterprise Test, Operations, and Senior Management

·Coaching team members during various scrum ceremonies to ensure understanding of agile principles and consistency of best practices during sprint

·Conduct regular backlog hygiene to get ready for backlog refinement with dev. Team members

·Facilitate backlog refinement sessions with scrum team, SMEs, and any other resources needed to move user stories to ‘Defined’ status so that stories can be prioritized for upcoming sprints

·Lead daily stand-ups and scrum ceremonies for two scrum teams. Work with product owners to groom the backlog and plan sprints. Track, escalate and remove impediments. Report at daily Scrum of Scrum meetings. Track burn down. Work with development teams to resolve issues

·Enforced Kanban principles as a scrum master that resulted in reduction of Cycle time by 20% thus increasing team's throughput in less than 8 weeks

·Manage all release activities, including code deployment and verification

·Managed and conducted the Sprint Demos

·Enabled improvement in team delivery commitments and capacity planning for sprints by identifying & tracking hidden tasks that increased customer satisfaction

·Key role in the definition, development, implementation, and ongoing improvement of agile practices (with an emphasis on agile Practices and Scrum) within the organization

·Help to build an environment where continuous deployment/ improvement of the development process is the focus, and everyone’s common goal is to deliver outstanding software as fast as possible to our customers

·As a project Manager provide support to the Product Owner and Delivery Team, and lead by example.

·Removed obstacle for the team by escalating an issue to leadership resulting in early delivery of customer issue solution. Customer provided positive feedback

·Coordinate internal resources and third parties/vendors for the flawless execution, ensuring resource availability and allocation

·Manage changes to the project scope, project schedule and project costs

Organization: Responsive Education Solutions, Frisco, TX June 2018 – September 2020

Project: Online Curriculum

Role: Scrum Master

Key Achievements:

Help team identify root causes for various issues and remove any impediments

Conduct Daily Stand ups and sprint planning sessions for bi-weekly sprints

Communicate with different teams to ensure dependencies are identified and resolved

Conduct Sprint Demo and Retrospective at the end of sprint to ensure feedback

Utilizing workflows to determine operational effectiveness of various alternatives

Using root cause analysis and other deep dive techniques to explore bottlenecks in school operations

Organization: Humana Inc., Louisville, KY March 2012 – May 2018

Project: Enhancement of HumanaOne tools

Role: Project Manager

Key Achievements:

·Involved in multiple projects and handling teams that develop and support the UI and Backend processes for HumanaOne’s tools that are used by Direct Consumers, Agents and Call Center Reps.

This system is to support the ever-growing new users post Health Care Refor

·Participating in Status Meetings, providing project estimates, getting Business approvals for the projects, providing project estimates, and planning the project with the approved budget and schedule

·Calculate development velocity. Work with QA and Demand Management to manage and forecast iteration capacity

·Work with Scrum Masters from various teams to align the delivery of projects in line with our release schedule

·Report the development, design, testing and migration status to IT managers and Project managers

·Project tracking and reporting using Microsoft Project Plan (MPP), Weekly Status reports, Excel Pie charts, Pivot tables, Project Presentations using Microsoft Power Point, SharePoint etc

·Facilitate discussions with business partners and tech lead to understand requirements and make sure the Requirements are tracked properly and converted to stories and assigned to appropriate teams

·Work with testing teams to make sure the projects are being tested as and when the sprints end.

·Facilitating meetings with the Development team, Business users, SMEs etc

·Help the release manager to migrate the multiple stories to other environments

·Facilitate the scrum master in prioritizing the backlog and future work and work with them in understanding the resource requirements and report that to the IT managers

Organization: AT&T, Tulsa, OK February 2009 – February 2011

Project: Click 2 Store

Role: Business Analyst

Managed Click2store process definition and delivery for execution

Gathered various sales processes from sales team and relayed to support team

Monitor sales forecasts and consumer traffic data for changes in solutions offered

Researched business problems and assisted in the creation of flow chart models that helped analyze these problems (fish bone)

Translated business requirements, current and future state process designs to create automation ready process flows

Organization: MACY’S November 2007 – January 2009

Role: Operations Executive

Monitored and reported on operational activities, costs performance trends

Analysis of complex issues and evaluating alternatives to achieve quality solutions

Coordinated with senior managers to review office performance for workforce efficiency

Managed projects using status meetings, weekly reports, identifying risks & tracking issues

Organization: UNITED WHOLESALE LENDING

HR Coordinator November 2005 – October 2007

·Documented weekly earnings, bonuses, absences, sales/commission, supervisory reports on ability and terminations/resignations

·Facilitate project meetings and produce/distribute meeting documents

·Conducted reference and back ground checks for all employees and shortlisted candidates

Financial Consultant January 2004 – October 2005

·Sold complex credit products with ability to sell ALL products and services

·Use of financial reporting and forecasting, accounting concepts, and auditing, reconciling multiple invoices and multiple budgets

·Strong proficiency with Microsoft Office products i.e. Word, Excel and PowerPoint

TRAINING EXPERIENCE

United Wholesale Lending Inc

Designed and delivered training for Associates and Trainees

Effectively conduct client training and perform follow-up activities

Review and interpret client training needs and differing levels of PC knowledge

Adapted and delivered each presentation to enable the clients to use services effectively

EDUCATION

Bachelor’s in Management

CERTIFICATION

Certified Scrum Master (2021)

TOOLS AND SOFTWARES

MS Word, Excel, Power point

Gmail, Hangouts, Calendar

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