Scrum Master Customer Care

Contact

*********@*****.***

www.linkedin.com/in/clodin-

nkambin-mbieh-2bb70a246

(LinkedIn)

Top Skills

Jira

Agile Project Management

Service Desk

Clodin NKambin Mbieh

Scrum Master at AOL Platforms

Round Rock, Texas, United States

Summary

Skillful scrum master offering over five years of experience and knowledge in agile techniques and best practices while working in US remote-based corporate companies. Excellent ability in organizing and strengthening teams to be more efficient by promoting a collaborative environment that fosters self-organization, cross-functionality, and a problem-solving mindset amongst scrum teams. Detail-oriented, collaborative, and self-motivated to drive projects from start to finish as part of a dynamic team. My drive for success has, in return, enhanced my professional development. Well-versed in customer care, the importance of collaborating, and successful in achieving metric goals while maintaining high levels of quality productivity. Also, with my personable and well- diverse background, I can work and communicate well in different environments while contributing to any task effectively. I strive to advance my team's agile skills for fast-track project delivery, learn new skills, and take on additional challenges for professional advancement.

Experience

AOL Platforms

Scrum Master

January 2021 - Present (1 year 9 months)

United States

Facilitate and coach agile routines and ceremonies in a SAFe environment, including daily scrum to a three teams.

Conducted Scrum Daily standup, Product backlog, Sprint Planning, Sprint Review & Sprint Retrospective meetings.

Create reports to optimize business values by modifying the ServiceNow Scrum Master dashboard to

capture task in the planned vs actual hours table. Page 1 of 4

Facilitate scale planning for the teams, including pre-planning preparations, PI planning events, and

representing the team in scrum of scrums.

Coach teams through an agile transformation using the ADKAR model. Implemented JIRA reporting filters/configurations, dashboards, and workflows, to show productivity in our two-week Sprints, which optimized production performance by 2 hours each week and produced earlier project deliveries to customers.

Decreased operational defects, which elevated a large number of tickets being submitted for issues,

improved efficiency by 30 or more percent.

Facilitate problem-solving sessions with my teams using the Fishbone diagram.

Provide visibility to the team's goals and delivery plans using pair programming and swarming techniques.

Identified and mitigated team risks and impediments (Blocking Issues, Critical Defects) daily.

Communicated the progress to senior management through 'Burndown Charts' in JIRA. Provide updated project milestones, deliverables, dependencies, risks, and issues, communicating across all levels of the organization. Monitored the workload quality & production through metrics velocity reports in JIRA and mentored the team through the project management processes. Facilitate discussions, decision-making, and conflict resolution within and across teams concerning

dependencies.

Developed and followed an agile project management plan (Agile Ceremonies). Facilitated build

requirements log (product backlog).

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GMX OIL & GAS

JR. Scrum Master

October 2016 - December 2020 (4 years 3 months)

United States

Responsible for implementing filters in smartsheet to allow shareholders and our Product owner to have access to real-time visibility of our progress. Sending out daily calendar notifications via smartsheet to ensure the team is staying on schedule with releases.

Working in smart sheeting using the Gantt feature to review charts and task dependencies.

Responsible for following established policies and procedures. Reviewed and verified modifications made in smartsheet. Managed SDLC effectively and efficiently with high-volume tasks and strict deadlines.

Work with a team of architects, developers, infrastructure engineers, and database administrators to

facilitate the agile team in large-scale data migration efforts. Coordinate with the business analyst, developers, QA lead, and release manager to ensure proper end to end-user testing and approval(s) are met throughout the (SDLC) and before launching.

Investigated impediments, coached the scrum team on removing impediments, and prioritized and

performed necessary follow-ups to resolve issues quickly. Monitoring different queues for pending work and reassigning tasks if needed. Helping Scrum Master, the product owner, and the development team to achieve customer satisfaction.

Education

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Siantou University of Yaounde

Bachelor of Science - BS, Computer/Information Technology Administration and Management · (October 2011 - December 2014)

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