Scrum Master Customer Service

Vera .O. Odiase

Address-***** SE ***th Apt P***, Renton WA 98058

Email – ************@*****.***

Phone number -701-***-****

LinkedIn – www.linkedin.com/in/vera-o-odiase

SUMMARY:

Experienced Project Manager Scrum Master with a demonstrated history of working in the law enforcement industry as well as complex systems. Skilled in Scrum, Team Spirit, Data Analytics, removing impediments and delivering customer centric products. Strong program and project management professional with a master’s degree focused on Information Technology from Walden University.

5+ years analytical skills using agile (scrumban / waterfall) technique in a SDLC environment.

5+ years program management experience in a large office environment.

Proficient with Project Management tools such as Asana, Smartsheet, Gant charting, change logs, Jira, Office 365 etc

Key strength

• Strong attention to detail and ability to balance multiple tasks and deadlines

• Problem solver, able to troubleshoot issues independently or escalate when appropriate

• Advanced skills in Microsoft Outlook, Excel, Word and PowerPoint

• Excellent written, verbal, and non-verbal listening, communicating, and negotiating skills coupled with ability to comfortably and confidently present to all levels within the organization is required

• Willingness to learn new processes and tasks in a growing and changing environment

• Exceptional customer relationship skills including the ability to discover the true requirements underlying feature requests, recommend alternative technical and business approaches, and lead efforts to meet aggressive timelines with optimal solutions

EDUCATION:

Walden University Minnesota (2017-2019) - MS

Metropolitan State University Minnesota (2008-2011)-BS

CERTIFICATIONS:

CSM (certified scrum master)

Project Management Professional – Certified

Certified Agile Coach

PROFESSIONAL EXPERIENCE:

Salt Click –Salesforce Project Manager / Scrum Master

Jan 2022 – August 2022 Remote

Create appropriate project plans and schedules to meet business objectives and priorities.

Provide ongoing assessment and management of project risks and determine actions necessary to mitigate risks.

Track and resolve project issues.

Generate decisions using JIRA.

Provide regular project plan updates and status reporting on delivery progress.

Lead project stakeholder communications activities for owned work streams.

Collaborate with other IT groups involved in the project delivery process.

Facilitate post implementation, project reviews and the incorporation of learnings back into principles, policies, and practices.

Responsible for removing roadblocks and juggle conflicting priorities to expedite timely resolution, releases and product launches.

Defined KPIs, metrics and create/analyze data driven health reports (budget, schedule, capacity, risks mitigation)

TDCJ- Project Manager / Scrum master

June 2019 – October 2021– Remote

Spearheaded agile ceremonies such as sprint planning, daily standups, retrospectives, story refinements and release planning.

Lead the project charter plan, scope of work & timelines.

Tracked and communicated projects progress to 12 stakeholders and management staff

Guide scrum team(s) and organization to follow generally accepted Agile/Scrum practices including actively promoting prioritization, team readiness, and commitment for each Sprint.

Proactively address systemic impediments to team agility in order to prevent challenges from becoming blockers.

Effectively communicate with Product owners and discipline managers to convey concerns and ensure continuous refinement of backlog.

Facilitate Scrum Agile ceremonies for the scrum team(s).

Partner with Product owners, Program or Project Managers to communicate delivery of work product from scrum teams and escalates key risks and issues impeding scrum team effectiveness.

MN-DOC PROJECT COORDINATOR

Feb-2015- Sept 2019 Onsite

Assist PM / scrum teams driving projects from design, planning, tracking to execution.

Identify new Projects/Product Improvement Opportunities.

Serves as key resource and assist Strategic Account Director in identifying Customer product initiations or product improvements.

Use of Jira in tracking projects and creating burndown charts for stakeholders.

Serves as key point of contact/resource to Customer on major/minor projects.

Responsible for establishing weekly- bi-weekly project meetings and maintaining project summaries-communications for Customer.

COMMUNICATIONS-COORDINATION- Onsite

Feb-2012-Feb 2015

Serve as Liaison to communicate functional concerns/issues

Responsible assisting communications on major delivery issues, product defects, material shortages or other issues that could harm corporate image

Assist in the coordination of customer forecasts and periodic Pricing /Business reviews

Assist Account Directors in developing, executing and monitoring annual Strategic Objectives

Metropolitan State University - Information Technology support services

Jan 2008- Jan 2012

Collating Student information on a day-to-day basis for easy identification.

Provide information to new students and directions to various departments and customer service assistant.

Control of Entry and Exit to students.

Escalation of ticket issue if needed.

Providing excellent customer service and student support as well as external stakeholders.

Professional References

Available upon request

Contact this candidate