Business Analyst Customer Service

ARMEL CYRIAC DJEUCHOKO LEUKAM

Phone: 301-***-****

Email · adp63q@r.postjobfree.com

Customer facing leader with over 10 years of experience. Certified Scrum Master with 4+ years of experience working with a cross-functional team and as a facilitator. AHOLD DELHAIZE, Integrity Analyst I Carlisle, Philadelphia Remote JULY 2021 – Present

• Create and maintain a strong network across the organization by providing reporting and communication upward, laterally throughout the organization to ensure success of all program initiatives.

• Be a subject matter expert for all allocation business practices and systems applications, including the integration with third parties such as Giant, Stop & Shop covering a vast majority of Maryland, New York, New England, Philadelphia.

• Provide analytical support to develop and drive cross-department to a total of 15-20 vendors in supply chain program optimization

• Manage the day-to-day execution and application of allocation filters.

• Use forecasting tools such as Microsoft Excel and methodology to create quantities of product to support and execute appropriate allocations Leidos, Agile Scrum Master Rockville, MD

May 2020 to March 2021

• Empower the team to make system and process improvements captured in sprint retrospective meetings

• Remove obstacles for developers and testers

• Manage all scrum boards

• Use key Scrum metrics (burndown, velocity) to help deliver committed work

• Bring ideas from professional facilitation, coaching, conflict management, mediation to help the team become a high-performance team

• Coach service analysts, developers and PO on user stories composition, structure and format (who, what, why)

• Prepare user stories for sprint planning with prioritization based on team capacity and velocity measurements

• Champion PI Planning, Scrum of Scrums, Sprint Planning, Sprint Closure, Sprint Retrospective, System Demo

Professional Summary

EXPERIENCE

Cybermedia Technologies, Inc Agile Project Manager Washington, DC April 2019 to April 2020

• Manage project timelines and communication with management staff and clients to ensure project progress satisfaction.

• Implement agile management ideas by facilitating exercises such as sprint planning and team leading standups.

• Work with other scrum masters and program manager to manage any interdependencies

• Proactively identifies and tracks project risk and develops mitigation plans to manage risk.

• Manages outsourced work, consultant, vendors, and relationships

• Chair daily stand-ups gauging development team’s progress remove blockers to allow optimal performance

• Monitor team’s velocity ensuring capacity stays constant create tasks estimation techniques with relative sizing

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LPNAGENCY, Jr Business Analyst Gaithersburg, Maryland SEPTEMBER 2018 – April 2019

• Conducted research to identify, analyzed and removed impediments to increase team efficiency and improve company ROI by 47%.

• Worked with Scrum Team in Agile environment to increase clients’ ROI by 60%.

• Led and managed cross functional teams of 15 members to design and implement high migration projects successfully.

• Assisted in facilitating meeting between stakeholders and developers.

• Researched, analyzed, and managed the real needs of the stakeholders, while capturing business requirements to establish business goals and determine implementation strategies with the process owners.

• Re-Engineer company process to be more competitive and productive by restructuring team responsibility, proposing solutions such as promoting efficient employees to a higher position and hiring contractors to minimize each team members workload and increase efficiency in meeting client’s expectation.

• B2B relationship building with small size business.

• Gathering, analyzing and translating business requirement into functional spec that were used to design and implement business solutions. Gallaudet Technology service IT analyst and Website developer Washington, DC March 2016 to May 2018

• Managed 4 projects including one that was business critical

• Headed Team of Design and Application server, which consist of 8 members

• Helped develop $500k business development and marketing plans.

• Successfully served over 1000 customers over the phone as well as in person with their IT needs.

BACHELOR’S IN INFORMATION SCIENCE MANAGEMENT

University of Maryland Global Campus, Shady Grove MD, US Minor in Finance

12/2017- 12/2018

ASSOCIATES IN SCIENCE in ACCOUNTING

Montgomery Community College

03/2015- 12/2017

• Adaptive team leader of different sizes

• Innovative problem-solving skills

• Excellent and effective written and spoken

communication

• Superior critical thinking capabilities

• Agile planning and development

• Infrastructure development

• Time management and Strong ability to meet

deadlines

• Microsoft proficiency

• Jira and WordPress skills

• Scrum

• Excellent Customer service

• Fluent in American Sign Language

• Detailed oriented and excellent organization

• Jira

• Forecasting

• Scrum

• Excellent Customer Service

• Profitable Thinking

• Fluent in French and English

• Business Analysis

• Operation Monitoring

• SCRUM MASTER Certification from ScrumAlliance.org

- Volunteer at a Non- Profit Organization called BADOUMKA HUMANITY ASSOCIATION.

- Provide mentorship to Cameroonian Youth Community in the DMV

- Overseas community outreach events of fellow Cameroonians in the USA. EDUCATION

CORE SKILLS

CERTIFICATION

ACTIVITIES

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