Scrum Master Customer Service

THERESA JANJAY JORDAN

Certified SAFe * Scrum Master

770-***-**** ****************@*****.***

PROFESSIONAL SUMMARY

Certified Scrum Master with over five years of proven experience in problem-solving, practicing Agile manifesto, and processes to accelerate value delivery. Proven experience in helping teams embrace Agile frameworks, resulting in timely, high-value product deliveries with flexible and adaptable retrospectives. Excellent team player who is a servant leader, approachable, encourages self-organized teams, people-centric, and helpful in resolving team impediments.

SKILLS

Strategic Planning

Agile Framework

Technical Writing

Forecasting

Teaching and Coaching

Continuous Improvement

Expert in Jira

Project Management

Communication

Timeboxing

Agile Practices

Stakeholder Management

EDUCATION CERTIFICATIONS

Master of Arts (M.A.), Management & Information Systems Webster University 2003

Bachelor of Science (B.S.), Business Administration Allen University 1990

SAFe® Scrum Master Certification Scaled Agile, Inc. 2021

Electronic Human Resources Management System Certification The Peoples’ Republic of China 2009

Project Management Certification MEJJI Technology 2010

PROFESSIONAL EXPERIENCE

Scrum Master/Contractor 11/20 - Present

Willis and Willis Associate Loganville, GA

Encourage the development teams to embrace the Agile mindset by practicing Agile values and principles by providing the necessary working environment for the teams’ willingness, adaptability, transparency, people-centric, and open-mindedness

Excellent communication, interpersonal, and mentoring skills

Facilitate sprint reviews, daily scrums stand-up, and planning meetings to achieve full team engagement for the realization of stakeholder satisfaction

Facilitate Product Owner in managing product backlogs with user stories needed for sprint increments,

and support the Scrum framework for timely sprint releases

Collaborate with product owners, team members, technologists, and other scrum masters to define solutions and rapidly accelerate progress to increase stakeholder values

Facilitate the Scrum team’s progress in overcoming impediments throughout each sprint cycle

Coach teams by promoting Agile values and principles as an imperative business strategy for rapid change, transparency, and adaptability to compete in the 21st Century of technological advancement.

Maintain project schedules using Jira software to manage timelines and make proactive adjustments

Provide and develop metrics including Velocity, Sprint Burndown, Lead time, Cycle time, and throughput to drive continuous improvement and to support forecasting and planning

THERESA JORDAN PG. 2

Scrum Master/Contractor 07/18 – 11/20

Dunn & Dunn LLC Buford, GA

Guided Scrum framework – sprint planning, assisted Product Owner with backlog grooming, facilitated daily scrums stand-up, sprint reviews, and sprint retrospectives

Scheduled and attended meetings, managed timeboxed, tracked velocity, and assisted with writing user stories

Effectively managed multiple Agile development teams of 7 - 10 members

Collaborated with Product Owners, team members, technologists, and other Scrum Masters to resolve the team’s impediments

Proactively identified risks and managed and helped mitigate issues, with particular emphasis on the timely removal of impediments to the team’s progress

Guided meeting facilitation, situational awareness, conflict resolution, continual improvement, empowerment, and transparency

Facilitated refinement of requirements, story estimation, and delivery of high-quality product increments

Work with the RTE to ensure delivery of the train’s PI Objectives

Training and Changed Management Consultant 11/15 – 07/18

African Diaspora Consultancy Loganville, GA

Consulted with Directors in developing strategies, policies, and procedures for re-framing organizations

Designed and recommended performance/appraisal and recruitment systems for workforce development

Designed, developed, and delivered effective training policies and e-learn training programs for organizations

Organized and supported the re-engineering and restructuring of organizations for better structure and workforce process improvement

Designed new-hire orientation and workforce restructuring logistics to match the company’s needs

Recommended employee and customer service surveys to meet company standards and improve customer service experience

Developed a team effectiveness strategy that provided a roadmap for accomplishing team goals, project team training, team building sessions, and ongoing team assessments

Recommended new technologies and frameworks to innovate and motivate teams

Project Manager 09/10 – 11/15

ArcelorMittal Monrovia, Liberia

Recognized plans and the resources necessary to meet project goals and objectives

Managed projects in their entirety

Developed and initiated projects, managed costs and monitored performance

Worked effectively with multiple teams internally and offshore

Attained project deadlines by coordinating with contractors to manage performance

Collaborate on projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders

Facilitated high-profile projects in the planning, designing, and scheduling phases. Identified, reviewed, and applied policies and procedures

Updated operational methods, ensured reasonable accounting procedures, tracked information, and compiled data to improve efficiency

Monitor project expenditures and simultaneously accomplish critical milestones

Guided project teams specializing in design and launch activities

Removed discrepancies in progress by reviewing performance, spending, and timeline

Reduced expenditures by effectively negotiating vendor and service contracts to drive savings

Monitor team member performance to rapidly intervene in inaccuracies or impediments

Scheduled and facilitated stakeholder meetings to discuss deliverables, schedules, and conflicts

Developed practical projects plan by including a budget, resources, objectives, schedule, and staffing

Teacher

Gwinnett County Public Schools Lawrenceville, GA 08/02– 09/10

Conducted and supervised classroom activities based on lesson plans with over 30 students in the classroom

Conducted behavior management strategies that ensure a peaceful learning environment

Designed lesson plans for multiple classes utilizing instructional materials as well as audio, visual, and technological aids

Participated in IEP review meetings to amend the IEP, thus ensuring the student's educational needs were being met

Invested in learners’ well-being, health, and overall students’ career development, providing empathy, mentorship, and career development

Utilized various technologies and websites in the classroom, including Glogster, Blabberize, Symbaloo, Skype, Photo-story, and Microsoft Publisher integrated through all subject areas

Followed classroom management and organization, such as maintaining the established routines and procedures of the school as well as the classroom

TECHNICAL COMPETENCIES

Software: Microsoft Office Suite 365, Edgenuity, Nearpod, Brainpop, Flocabulary, Kahoot, Quizlet, Illuminate, Google Classroom, Verge, SharePoint, Adobe, Jira, Mural, MS Teams

Operating Systems: Mac/Microsoft Windows

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