Scrum Master Customer Service

KIANI COCHRANE

**** *. ****** ******, *** *** Home: 817-***-****

Houston, Texas 77019 email: *****.********@*****.***

Proven professional and team leader with Diverse Sales, Customer Service and Management experience.

Recognized as a “Consistent and Reliable Top Performer” that makes sound business decisions.

Negotiates and overcomes obstacles to attain the “Win-Win” scenario.

Successfully identifies performance improvements that facilitate organizational change.

Works within a fast-paced environment to implement growth oriented initiatives.

Extensive experience in staff management and managing highly visible projects

Excellent interpersonal skills in communication, personnel and client relations

EDUCATION & PROFESSIONAL DEVELOPMENT:

Scrum Trust Scrum Seal CERTIFICATION: 100842

Johnson C. Smith University- Charlotte, North Carolina

Bachelor of Science-Business Administration, May 2003

Microsoft Certification Professional Training (MCP)

PROFESSIONAL & TECHNICAL SKILLS

Change Management Jira & Kanban Applications

Portfolio Management Skills Scrum Team Collaboration Compliance Management Conflict Resolution

Stakeholder Management Control Strategic Revenue Acceleration Project Management Sales and Business Case

Agile Facilitator Effective Communicator

Scrum Master Facilitation Relationship/Conflict Resolution skills

WORK EXPERIENCE:

PROJECT MANAGER/SCRUM MASTER

THE PROXY PLACE 06/2021-05/2024

Lead a Scrum team of 7 members which included Product Owner, Scrum Master, (1) Copy Writer,

(2) Developers and (2) Quality Assurance team members.

Managed the Kanban boards for daily stand ups and leadership updates.

Maintained a healthy velocity for all projects within my portfolio.

Facilitated retrospectives for both two-week sprints and four-week sprints.

Awarded the Breakthrough Employee Recognition for 2021.

Partnered with Digital PMO to identify and assess business cases for proposed safety and soundness projects, developed scope, and deliverables that supported strategic objectives.

Successfully implemented program requirements to ensure product delivery and on-time launches.

Facilitated Agile Scrum meetings, which included: Sprint planning, standups, daily scrum reviews & retrospectives.

Managed high profile, complex IT projects designed to improve speed, quality and control of business processes which in turn enhanced customer satisfaction and department revenue.

Defined and lead project governance while providing consultation to improve efficiencies.

Implemented actions required to mitigate risks and manage change control pipelines.

Effectively used Jira, Confluence and Project Management software to move projects to implementation.

KIANI COCHRANE

2900 W. Dallas Street, Apt 401 Home: 817-***-**** Houston, Texas 77019 email: *****.********@*****.*** PROJECT MANAGER

STATE FARM 08/2018- 6/2021

Provided agile initiative and project management support projects that were a part of the new compliance initiative.

Acted as a consultant during implementation to offer improvements and more efficient ways to obtain the customers objectives.

Lead cross functional project team indirectly in support of overall program/project objectives.

Facilitated digital scope review meetings consisting of 20+ functional Managers, Programmers and Business Analysts.

Created and manage work breakdown structure (WBS) deliverables for multiple cross-functional releases.

Developed business requirements and coordinated approvals across multiple lines of businesses.

Established overall success criteria for infrastructure projects including time, cost, technical and performance parameters.

Partnered with compliance portfolio management, third-party developers & vendors to execute Regulatory projects within a compressed 90-day timeframe.

Used Client Management skills to build formal and informal customer relationships at the project level by engaging executive level leadership and vendors. INDEPENDENT INSIDE PROPERTY ADJUSTER

CRAWFORD STATE FARM, IRVING TX 01/2016- 08/2018

Provided property claims service via internal channels via phone, and e-mail to members and third- party customers in Louisiana, Texas and Florida.

Provided prompt, courteous, and fair claim service on homeowner property claims with a sense of urgency and attention to detail.

Adjusted low to moderately complex property claims. Severity of claims includes personal property claims involving low to moderate dollar value, structure claims involving low dollar and severity, and writing UPP estimates.

Used Xactimate, Xact Content, and Virtual Inspection tools to provide prompt, courteous and fair claim service on homeowner property claims with a sense of urgency and attention to detail.

Adjusted low to moderately complex property claims, for severity of claims includes personal property, contents claim involving and writing UPP estimates. Manage Call volume, and email correspondences while resolving issues from escalation to move claim forward to close.

Acquired and applies basic knowledge of P&C insurance industry products, services and processes including P&C insurance policy contracts and coverages and the Maison claim handling process and procedures.

Supported workload surges and/or Catastrophe operations as needed to include working significant overtime during designated CAT's.

Resolved and identify issues appropriately to prevent escalation.

Contributed to business goals, performance metrics and effectively uses proprietary company tools and technology to meet daily and monthly production goals.

Used outstanding oral and written communication skills to keep all parties abreast of claim status and payments.

Contact this candidate