Jane Mmaka

ad4uws@r.postjobfree.com 317-***-**** Camby, IN

SUMMARY Seasoned professional with 9 years of experience in customer support and Agile coaching, adept in phone support and workload management. Skilled in change management, documentation, and evaluation to enhance order fulfillment processes. Seeking to leverage expertise in Customer Service Order Fulfillment role. WORK EXPERIENCE International Energy Services Limited Scrum Master Aug 2022 - Present

• Facilitate retrospective meetings to refine sprint planning and improve project forecasting and team efficiency.

• Collaborate with cross-functional teams to ensure timely delivery of critical software features while reducing production defects.

• Implement Agile methodologies to enhance team productivity and optimize product release cycles.

• Contribute to inventory management and support stock replenishment activities. Jastel Enterprises

Customer Support Specialist/Agile Coach 2015 - 2021

• Addressed customer inquiries and concerns with professionalism across multiple platforms, including phone, email, and live chat.

• Collaborated with warehouse and shipping departments to secure prompt order deliveries.

• Rectified order and billing discrepancies, achieving heightened levels of customer satisfaction.

• Guided cross-functional teams in the adoption of Scrum, Kanban, and Lean methodologies, enhancing Agile practices.

• Enhanced communication among stakeholders, product owners, and development teams to maintain alignment with project goals and timelines.

• Utilized project management tools such as Jira and Trello to improve tracking and risk management, leading to improved team productivity. Carlin Concept

Project Manager/Agile Coach 2014 - 2015

• Managed full lifecycle of software development projects, ensuring completion within budget and on schedule.

• Improved stakeholder engagement by providing detailed project progress reports, enabling informed decisions and increased participation.

• Implemented agile methodologies into team processes, resulting in greater efficiency and adherence to client requirements.

• Developed and instituted process enhancements aimed at elevating the customer experience.

EDUCATION National Open University (Evaluated by World Education Services)

Bachelors of Sciences, Criminology and Security Studies 2017

University of Abuja

Bachelors of Sciences, Political Science and International Relations

2012

CERTIFICATIONS Certified Scrum Master (CSM), Scrum Alliance Leadership and Communication Training

SKILLS Agile Methodologies (Scrum, Kanban, Lean) • Project Management • Team Collaboration • Leadership • Communication • Risk Management • Coaching and Mentoring • Servant Leadership • Scrum Framework Proficiency • Conflict Resolution

• Facilitation • Adaptability • Continuous Improvement • Customer Support • Marketing Communications • Campaign Management • Client Support • Reporting • Customer Service • Problem-Solving • Research • Empathy • Workload Management

• Teamwork • Time Management • Quality Management • Order fulfillment • Management • Conflict resolution • Proficient in order management systems • Knowledge of inventory management principles

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