Sign in

Customer Service Scrum

Duluth, GA
March 25, 2020

Contact this candidate



Atlanta, GA *****

Mobile: 972-***-****



BSc. (Bachelor of Science), Texas Wesleyan University Fort Worth, Texas Certified Scrum Master (CSM)

Professional Summary

An Enthusiastic and dedicated Management Professional offering five (5) + years as a Certified Scrum Master. Experience with top-notch abilities in facilitating all Scrum ceremonies, resolving complex problems, impediments and facilitating Product Owners meetings. A Committed servant leader with excellent conflict resolution skills, with a proven ability to motivate, guide, train, and coach team members to ensure results driven high quality deliverables are deployed.

Work Experience

Gwinnett County Public Schools Foundation Lawrenceville, GA 07/2017 - Present Senior Scrum Master

• Conduct daily scrum (Stand up), sprint planning, sprint demo and retrospective meetings.

• Implement SDLC which helped identified potential risks/issues such as escaped defects during various phases of the Software Development Life Cycle (SDLC) which resulted in increased project output withstanding quality requirement

• Repeatedly helped the development team focus on the successful execution of many large projects despite serious time constraints.

• Provide all support to the team using a servant leadership style whenever possible, and led by powerful example.

• Participated in Refinement (Grooming) Day.

• Work with the Development team and Product Owner to maintain a prioritized and prepared backlog, plan upcoming Releases, and assist the team in drafting acceptance criteria and test plans

Inventive Health Inc. Raleigh North Carolina 01/2015 - 08/2017 Scrum Master

• Scheduled and facilitated Scrum ceremonies Sprint Planning, Daily Standup, Sprint Review and Spring Retrospective meetings.

• Applied agile methodology to shorten cycle time and achieve target margins.

• Built a trusting and safe environment where problems can be raised without fear of blame, retribution, or being judged, with an emphasis on problem-solving.

• Used metrics such as velocity, burn down and burn up charts as well as qualitative metrics such as team self-assessments, to keep tabs on the progress of sprints to ensure a positive and predictable sprint outcome after each iteration.

• Work with stakeholders to accurately report progress, risks, successes, and failures of projects.

• Coach team for collaboration and continuous improvement, deployment and delivery. SunTrust Bank Inc Atlanta, GA 03/2010 - 12/2014

Sr. Project Manager

• Exceeded team goals and collaborated with staff members to implement customer service initiatives.

• Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.

• Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.

• Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.

• Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.

• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

• Devised and published metrics to measure organization's success in delivering world class customer service.

• Consistently managed 30 to 42 person staff, effectively resolving issues, which resulted in top ranking out of 10 teams at SunTrust Bank.

• Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.

• Assisted organization with transitioning from paper invoicing to IVR and point-of-sale systems, which resulted in overall efficiency.

• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.


Tools &Software: Jira, Rally, TFS, Microsoft Teams, SharePoint, Microsoft office Suite

Contact this candidate