Scrum Master Customer Service

ADE DAWODU

Scrum Master and Process Improver

Tel: 079******** E-mail: ***.******@*****.***

Career Objective

An accomplished and self-disciplined Scrum Master, with over 7 years of experience across multiple organizations and teams, building solid relationships with overseas clients to ensure quality customer service and lean product development. I am a keen advocate of quality and continuous improvement and believe Agile principles strongly support this. Exceptional experience in supporting teams to deliver higher valuable increments which leads to a quality working product with a servant leadership approach working in the scrum master capacity applying Scrum principles, practices, and theory. Enacted lean approach in guiding teams; through iterative and incremental delivery of high-value products, promoting an experimental platform where we can fail small, learn, and improve better, encouraging continuous improvement making empiricism our heart of agility. I want to bring my skills to a company that is on a mission to build digital solutions which will be game-changing for the world we live in.

Skills & Competencies

Strong organizational, customer service, communication, and training skills.

Motivated and personable, with a talent for quickly mastering technology.

Diplomatic and tactful with professionals and non-professionals at all levels.

Accustomed to handling sensitive, confidential records.

Demonstrated history of effective collaboration, training, and facilitating multiple Scrum teams by enlisting the support of team members to accomplish team and organizational goals.

Flexible and versatile; able to maintain a sense of humor under pressure.

Servant Leader with excellent team-building skills, a team player.

Knowledgeable in multiple development methodologies including Agile, Scrum, Kanban, Lean, XP, and Waterfall.

Experience working with collocated, non-collocated, and offshore teams.

Conflict resolution Coaching, teaching, and mentoring Facilitation Relationship Management Resolves Impediments Process Improvement Delivery Focused

WORK EXPERIENCE

Scrum Master Lloyds Banking Group Oct 2018 – Present

Guided the scrum team and organization to follow generally accepted agile/scrum practices and daily activities.

Used empirical data to help the scrum teams to assess their ‘scrum maturity’.

Led the scrum and development teams in self-organization

Partners with product owner(s) to ensure continuous refinement of backlog.

Built and maintained motivated project squads and teams, making sure there is an iterative plan to work towards.

Facilitated regular stakeholder communication – updates and reporting as required for the business.

Engaged with fellow scrum masters to identify opportunities for improvement across delivery processes.

Supported the product owner with relevant metrics to help articulate progress shared with both internal and external stakeholders which enabled predictability.

Serves as an agent of change and as a leader who models and reinforces agile values and continuously builds teams’ capabilities.

Coach teams through observation and feedback as well as through role-based training in Agile and Product Management practices.

Leads transformation of targeted teams to an Agile way of working.

Facilitates and supports teams in learning, adapting, and evolving their agile practices.

Supports development and delivery by leading work streams and working with transformation leaders, peers, and communities of practice to advance our agility.

Continuously advance business agility through Agile practices and methodologies from Scrum to Design Thinking.

Facilitated scrum of scrums in absence of the RTE to align the teams under the release train.

Encouraged an environment whereby team members are courageous to flag blockers or impediments as soon as it is discovered. I facilitated meetings and decisions to resolve or remove them.

Responsible for protecting the team's efficiency at all costs, even if what's attacking it comes from other internal resources.

Facilitated and synthesize insights from scrum ceremonies, in particular sprint reviews and retrospectives, to inform performance and process improvement opportunities.

Championed scrum principles, coaching team members in scrum practices to ensure adoption of and adherence to agile mindset and methodologies.

Assessed project risks and issues and provide solutions where applicable.

Consistent with data gathering, tracks, and reports the teams to sprint velocity, sprint burndown, release burndown, and risks within a sprint.

Scrum Master University of Cambridge Jan 2015 – Oct 2018

Communicated progress with management and stakeholders whilst monitoring their interaction with the team to ensure they are helpful and not disruptive also protecting the team from uncontrolled expansion of work or out-of-control scope.

Served as a facilitator and champion, equipping teams for maximum productivity and frictionless delivery.

Enabled resolution of people, process, and technology impediments to ensure delivery continuity and cohesiveness critical to high-quality product development.

Facilitated scrum ceremonies (sprint planning, daily scrum, & sprint retrospective), leveraging findings to maximize team productivity & drive continuous improvement.

Supported the scrum team when new organizational or department AGILE/SDLC changes are required to achieve successful technology releases for each product line

Organized reports, invoices, contracts, and other financial files for easy access.

Planned meetings and organized project logistics

Pushed scrum retrospective improvements through the team to ensure continuous agile improvement.

Provided training/workshops, as needed

Taught/Mentored/Coached teams and leaders on Agile practices, roles, artifacts, and ceremonies

Advanced understanding of client roles within Scrum across Business, Technology and Operations areas.

Protected teams from external distractions keeping their focus on daily sprint goals in the context of current program increment objectives

Enforced the need for clear and concise product backlog items and achieve this through techniques such as user story breakdown and acceptance criteria.

Helped Identify opportunities for continuous improvements.

Prepared, supported, and direct PI Planning when required for the RTE and my teams.

Service Manager Central and NW London NHS Trust Jan 2014 – Jan 2015

Responsibility for the development and management of a defined skill mixed school nursing service in the delivery of the health child program 5-19 across the school-aged population.

Clinical leadership, developing effective partnerships with local schools and acting as an advocate to deliver change and support improvements in the health and well-being of school-aged children and young people.

Taking responsibility for the human resources of the service, co-coordinating and supervising team members in order to ensure effective delivery of the service.

Responsible for financial and physical resources such as being an authorized signatory for resources, travel claims, and time sheets.

Responsible for the development and implementation of the service policies and guidelines and embedding organizational or national policies within the team practice.

Participating in the process of recruitment, induction, and ongoing support of new staff.

Senior School Nurse KCW School Nursing Service Mar 2012 – Jan 2014

Partnership work with educational staff, health care professionals, and other agencies to provide advice and support to children & young people, their parents, and carers as required.

Contributed towards meeting local and national Department of Health targets.

Carried out training sessions to other professionals on relevant health or medical issues and where appropriate.

Undertook agreed health assessments on children & young people and ensure referrals, treatments and reviews are carried out as recommended and in accordance with Trust policies.

Developed high-quality packages of care for children & young people with medical needs, in partnership with other health professionals, educators, parents & carers & other agencies.

Staff Nurse North Middlesex Hospital Trust Sep 2010 – Mar 2012

Assessing, planning, implementing, and evaluating nursing care.

Admission and Discharge of patients.

Prepared patients for surgery and facilitated patients’ recovery after surgery.

Administration of medication and care planning.

Worked with a multidisciplinary team.

EDUCATION & CERTIFICATIONS

Specialist Community Public Health Nurse Greenwich University

PGDiP Adult Nursing University of West London

BSc. Biochemistry Abeokuta University

Professional Scrum Master Scrum Org

Professional Scrum with Kanban Scrum Org

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