Customer Service Agile Coach
Resume:
Luzzette Fomum
Hanover, Maryland
*********@*****.***
SUMMARY
* ***** **** ** ******** and supporting Scrum teams using agile best practices, in the development of several software products like Cloud base. A proven leader with experience in teaching scrum principles and values to over 2 onshore and 3 offshore scrum teams while focusing on improving and building high performing teams. I am a dedicated and detailed oriented and dependable problem-solver with an excellent work ethic. I can coach multiple Scrum teams, assist teams in removing impediments and encouraging self-management and help teams adopt Agile methodology. Proficient using agile project management tools such as Azure DevOps and Jira/Confluence. 3 years as Jr agile coach, responsible for development of Scrum Masters,Product Owner and agile team members.
ACCOMPLISHMENTS & SKILLS
Coaching, Process Improvement, Business Analysis, Agile, Scrum, Kanban, Waterfall
Communication, Software Development Life Cycle (SDLC), Process development and redesign, MS Project, Jira, Trello, SharePoint, Mural, MS-Office Suite, Confluence, WebEx, Microsoft Teams
Product Development, Change Agent, Conflict Resolution, Cross-Functional collaboration, Value Conscience
Team building, System Integration, Customer Service, Facilitation, Negotiation,
EDUCATION CERTIFICATIONS
●SAFe Scrum Master (5.1) - Scaled Agile, Inc.
●Certified Scrum Master – Scrum Alliance
●CompTIA Security+ -CompTIA
●Bachelor of Science, Law -University of Yaounde 2 Soa Cameroon in 2014
PROFESSIONAL EXPERIENCE
WEBTPA, Dallas Texas
March 2019-January 2022.
Scrum Master/Jr Agile coach
Promote SAFe Core Values, adapt, and apply SAFe Principles, and implement SAFe practices.
Protect the development team from outside distractions, impediments, or team conflicts, and maintain focus on sprint goals and delivering value.
Responsible for development of Scrum Masters, Product Owner and agile team members
Use Azure DevOps to collaborate on Code development
Identify common Agile anti-patterns and coach teams toward alternatives that promote a higher level of agility.
Organized and facilitated over 50 plus deep-dive sessions with the team to teach and mentor on scrum and agile values helping the team become self-managing, committed, and accountable for their work.
Works closely with Product owners, Solution Architects, and Systems Engineers to facilitate system demos, and prioritize features for Iteration planning and delivery.
Build and deploy applications using Azure DevOps
Facilitates scrum events (daily stand-ups, backlog refinement, sprint reviews, planning, and retrospectives) and other organization events external to the team, promoting agile best practices, increasing organization-wide agile awareness and acceptance.
Champions continuous improvement activities to reduce waste, increase productivity and coach the organization to conduct continuous improvements events.
Use Azure DevOps to collaborate on Code development
Accountable for the removal of impediments escalating them where necessary
Participates in all Program Meetings, PI Planning sessions, release planning meetings, feature definition sessions, Inspect & Adapt workshops, and Scrum of Scrums meetings
Works with RTEs, agile coaches, and other scrum masters in driving agile transformation with SAFe.
Freeman Enterprise LLC Dallas, Texas
February 2016-March 2019
Scrum Master/Project Manager
Coached and supported teams in the migration of data from premise to cloud resulting in faster response to market need as well as increasing availability, scalability, security, and performance., increasing instances by 50%, and accommodating more customers during peaks.
Coached and supported the Product owner in effective backlog management techniques and concepts like the INVEST, DEEP criteria, leading to healthier and better-written stories aligning with agile best practices and directly contributing to the team hitting 95% of its sprint goals.
Responsible for removing impediments and working with other scrum masters within the IT organization to identify and plan sprints, address dependencies and risks with Epics, Features, and User stories.
Use Azure DevOps to collaborate on Code development
Coached team on making appropriate commitments through story selection, sizing, task definition and participated proactively in developing and maintaining team standards, tools, and agile/scrum best practices reduced development time by 35% while maintaining efficiency
Build and deploy applications using Azure DevOps
Actively contributed to our organization-wide agile community, agile best practices, and facilitated training sessions across teams to increase agile maturity, cross-functionality and delivered value faster to the customer and reduced overall defects by an overall 40%, Increased collaboration
Provide developer services for allowing teams to plan work using Azure DevOps
Metlife Bank, Elkridge, Maryland January 2014 – June 2015
Business Banker
Effectively utilized technology to sell and service bank products ensuring customer satisfaction and retention by researching and responding to inquiries effectively and efficiently.
Headed the communication committee of the quality assurance team that published the Quality Council’s monthly newsletter empowering bankers with effective ways of achieving quality customer service.
Trained newly hired bankers on loan processing and customer service hence ensuring improved quality in service.
Support collaborative culture and set of processes that bring together developers, project managers, and contributors to develop software using Azure DevOps
Macy’s Glen Burnie
Business Analyst January 2013-December 2014
Successfully elicited, analyzed, and communicated requirements for the mobile money transfer payments and micro-financing service.
Performed GAP analysis and documented the existing AS-IS process in comparison to the required TO BE process
Collaborated with stakeholders to understand ingestion paths and how best to support front-end and back-end workflow systems for the different lines of businesses.
Provided support with change management, product development expertise, and implementation.
Led Functional stakeholders through strategy sessions to define business priorities, and success metrics.
Varmis Information Security Solution (Lanham, MD) July 2012 – December 2013
IT Security Analyst
● Worked with the project leadership and technical team to develop strategies and plans security requirements and address identified risks
● Ensured all supported artifacts and results are documented.
● Ensured adherence to all state, and local laws and regulations including but not limited to the FISMA and HIPAA and participated in keeping the project’s staff 100% compliant on required HIPAA
● Assisted in designing and implementing risk mitigation strategy to foster organization cyber resilience
● Translated security vulnerabilities, assessed risks, developed mitigation plans, tracked, and continually updated. Risks and mitigation and documented any accepted residual risks of the project’s internal purposes.
● Gather evidence for internal control assessment and for ISO 27001 Audit.
Contact this candidate