Program Manager Scrum Master

Program Manager with * years of project and program management specializing in Agile project

management and AI/ML predictive analytics. Spearheaded initiatives fostering operational alignment across departments, utilizing cross-functional collaboration tools. Focused on fostering a positive work environment led to increased employee engagement and retention, while successfully managing complex projects concurrently ensuring delivery within budgets ($1.3M-$3M) and timeline constraints ranging from 6 weeks to 18 months. Consistently driving program success through strategic stakeholder management and Agile methodologies, championing continuous improvement and innovation to achieve organizational objectives. Process improvement

Data-driven strategic planning

Problem Solving

Jira

Report writing and presenting

Critical thinking skills

Excellent communication skills

CCW-R

Strong interpersonal skills

Proactive and self-motivated

Exceptional organizational skills

Cisco Systems

Program Manager

Spearheaded initiatives to ensure operational alignment across departments, leveraging cross-functional collaboration via Jira and OKRs through iBook.

Fostered a positive work environment through team-building activities and open communication channels, resulting in increased employee engagement and retention rates. Including a Peer to Peer mentoring program for entire Business Insights Organization. Led the process improvement initiative for implementation and adoption of ‘Renewal Risk 2.0’ (AI/ML predictive analytics model) I streamlined operations and enhance organizational efficiency. Led and managed three complex projects concurrently, ensuring alignment with organizational objectives and stakeholder expectations.

Oversaw ‘Renewal Risk 2.0’ program lifecycle from initiation to closure, including scope definition, planning, execution, monitoring, and successful delivery within budget and timeline constraints. Fostered strong relationships with stakeholders, including executives, clients, and cross-functional teams, ensuring clear communication of program goals, progress, and risks. Aligned program objectives with organizational strategy, translating strategic priorities into actionable plans and initiatives to drive business outcomes.

Utilizing an Agile approach I was able to conduct program assessments through daily scrums and provide weekly outputs for a weekly read out for executive leadership of program progress. As Scrum Master I was able to Identify, assess, and manage program and development risks and issues proactively, developing mitigation strategies and contingency plans to minimize impact on program objectives.

Championed continuous improvement initiatives within ‘Renewal Risk 2.0’ driving innovation through new data discoveries, seller feedback loop and AI integration and efficiency through process optimization, automation, and adoption of best practices. Led post-program reviews and lessons learned sessions, capturing insights and feedback to identify areas for improvement and implement corrective actions for future programs. 06/2019 - 4/2024

920-***-**** · ************@*****.***· LinkedIN

Richmond, VA

Kayla Varela

PROFESSIONAL EXPERIENCE

KEY COMPETENCIES

Business Intelligence Analyst (Scrum Master, Project Manager) Implemented new processes for SMR (Sales Motion Reporting)Helpdesk, increasing resolution time by 86% year over year despite a rise in cases of 45% year over year. Collaborated with multiple IT teams for resolution of known system defects as well as data fixes as system issues arose.

Partnered with Operations teams to notify the field of any methodology changes or issues and to enforce SMR (Sales Motion Reporting) processes for case creation. Streamlined and lead Quarter End and Year End war rooms to prioritize large dollar escalations for each region from Finance and Operations. Resulting in a reduction of 70% of cases by week one of the next fiscal quarter/year.

Managed Vendor relations to ensure compliance with SOW. Created self service reporting of SMR case metrics for cross-functional stakeholders and sales community.

Data Analysis compiling data utilizing SQL DB queries within tools such as CCW-R (quoting), Deal id

(Connect Dots), Teradata, MongoDB, and Snow Flake. Run daily Scrums for D&A teams (6) to align on OKRs for Project Bridges, pulled data from Rally to provide weekly updates to cross functional teams and Executive Sponsors. Managed 6 individual contributors for SMR helpdesk, 4 for ATR (Available to Renew helpdesk) and 5 on Enterprise Agreement helpdesk.

Facilitated Vendor relations to ensure compliance with SOW (Statement of Work). CX Territory Analyst

Created processes to audit EAC (Extended Account Coverage) to ensure system is aligned for credit assignment.

Collaborated with EAC ( Extended Account Coverage) IT team to ensure tool fixes are in place and ensure data accuracy.

Aligned cross-functionally with SMR (Sales Motion Reporting) to understand methodology and be able to effectively communicate methodology to Renewal Managers. Built relationships with CX Strategy and Planning to understand account and territory coverage assigned Renewal Managers.

Researched sales orders and ensure proper Sales Motion Reporting (SMR) tagging by pulling data from internal sources ( CCWr, Business Objects, Serial Number History Report, My Business Reports) to show a holistic view of orders alignment to Sales Motion Reporting (SMR). Identify and drive continuous process improvement for sales crediting and Sales Motion Reporting case management.

Teksystems at Cisco 10/2017 - 06/2019

CX Business Analyst

Translate abstract data into easily-digestible and highly-visual dashboard applications and executive- level report deliverable.

Pull data from several internal Cisco data sources (Qlikview, CiscoReady, into excel, developing a report to determine customer education and/or sales opportunities. Data validation in excel between Hadoop and Gainsight to ensure tool matches source data. Research new tools and data sources to develop new metrics for enablement and quarterly business reviews.

Coordinate with Teradata team to pull archived data into SQL or Access to determine usage of CSCC functions for CCW-r team.

Demonstrated track record of translating business objectives and requirements into prioritized, action- oriented deliverables with measurable success criteria. Served as a key resource for project information and resolves problems or questions referred by internal and external sources.

Established internal process by examining records, reports, and documentation. Created customer facing presentation around grey market/ secondary equipment currently found in inventory.

University of Wisconsin

Certifications:

Majors: Computer Science

SAFe Agile Leader

SAFe Agile Scrum Master

Six Sigma Green Belt

EDUCATION & CERTIFICATIONS

CX Project Manager

Researched account team inquiries and provide direction or connections to assist with escalated issues, including presale and post-sales inquiries.

Developed an enablement project, based on project requirements and consultation with stakeholders and team members.

Exercised independent judgment in project implementation; involving management in decisions. Developed training and process documentation, including training new team members. Communicated project updates weekly to leadership. Convergys at Cisco 09/2010 - 05/2015

Led change management within proposals as operations evolved. Trained onshore and offshore teams on new and improved processes.

Resolved customer inquiries/escalations by building a strong relationship with the customer to identify issues.

Served as the local point of contact for questions about processes and procedures and to intake and address process improvement recommendations.

Provided metrics to management of team cost verses generated revenue. Performed technical project and problem escalation management using a holistic approach, typically from initiation to resolution delivery, while ensuring that appropriate resources are engaged when needed.

Escalation Manager/Team Lead

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