Scrum Master Customer Service
Resume:
Lydie Edika Mpadja
Austin, TX
adtxaq@r.postjobfree.com
Results driven IT professional with over 5 years of expertise in leading & implementing SDLC projects within waterfall and agile teams. Highly trained individual, with project management experiences, agile coach and scrum master working collaboratively with cross-functional teams to identify and understand project goals, understand requirements, and implement solutions on time. Skillful in identifying and resolving numerous project impediments related to optimal resource utilization, scope creep, team conflicts, capacity planning and project deadlines. Work Experience
Scrum Master
Next Level (digital agency) - Austin, TX
July 2020 to Present
· Facilitated and led agile scrum ceremonies such as sprint reviews, daily scrums, and planning meetings to realize full team engagement.
· Provided strategic inputs for technology enhancements for stakeholders to help them derive greater value, as well as for internal teams to enhance efficiency and productivity
· Managed and participated in weekly cross-functional project status meetings. Scheduling and facilitating planning and analysis sessions with external business stakeholders and internal teams.
· Worked with product owners, and product managers to create, refine and organize product backlog of features, epics, and user stories.
· Leveraged well developed interpersonal skills to build and maintain positive working relationships with functional groups throughout life cycle of the project. Scrum Master
Horizon Bank - Austin, TX
August 2018 to June 2020
· Guiding teams in the adoption of Agile software development practices (writing user stories, release schedules and integration planning, scrum meetings, velocity, and capacity planning
· Facilitated and led agile scrum ceremonies such as sprint reviews, daily scrums, and planning meetings to realize full team engagement
· Collaborated with system architects, business analysts and product managers to understand business epics and features
· Worked with product owners, and product managers to create, refine and organize product backlog of features, epics, and user stories
· Anticipated, tracked, escalated, and removed impediments daily to allow teams to deliver on committed sprint goals
· Worked with other scrum masters at weekly scrum of scrum meetings to identify risks and dependencies associated with our various teams, learning new ways to increase collaboration and get the best out of our teams
· Communicated with all stakeholders throughout project life cycle, keeping them informed about the project status reports, issues and milestones
Agile/ Scrum Master
Healthgrades - Austin, TX
April 2015 to May 2018
· Worked effectively with multiple Scrum teams both internally and offshore. Helping management transform Healthgrades's work environment into a Lean, Agile work environment, so Healthgrades could deliver faster software helping their clients translate technical data into business insights
· Guided teams in the adoption of Agile software development practices (writing user stories, release schedules and integration planning, story estimation, velocity and capacity planning)
· Facilitated all sprint ceremonies; backlog refinement with POs and SMEs, sprint planning, daily standup calls, sprint reviews and sprint retrospectives to continuously inspect and adapt our scrum processes
· Improved team velocity by incorporating PBI estimations into backlog refinement and sprint planning meetings, making sure developers understood story requirements, complexity and dependencies before assigning estimation points
· Provided hands-on guidance and coaching to developers, testers and business analysts through all phases of agile development
· Actively participated in requirement gathering and documentation meetings, ensuring PBIs were customer-centric delivering required value
· Leveraged well developed interpersonal skills to build and maintain positive working relationships with functional groups throughout life cycle of the project Customer Service
Camtel - Yaoundé, Cameroon
October 2010 to February 2013
· Manage large amounts of incoming calls
· Generate sales leads
· Identify and assess customers’ needs to achieve satisfaction
· Build sustainable relationships and trust with customer accounts through open and interactive communication
· Provide accurate, valid and complete information by using the right methods/tools
· Meet personal/customer service team sales targets and call handling quotas
· Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
· Keep records of customer interactions, process customer accounts and file documents
· Follow communication procedures, guidelines and policies
· Take the extra mile to engage customers
Education
Bachelor's degree in Business communication
Southern New Hampshire University - New Hampshire
January 2020 to Present
Skills
• Optimism and Servant Leadership.
• Slack
• Scaled Agile (SAFe 5)
• Flexibility and Persistence.
• HTTP Server
• JIRA
• Introducing Engineering Practices.
• Azure DevOps
• Communication and Good Listening Power.
• SOAP Web Services,
• Wanted and Dispensable.
• Java, C, C# SQL (Entry Level).
• TDP
• Kanban
• Acting as a Coach for Team Development.
• ATDD (Acceptance Test Driven Development)
• Lean
• MS Office
• TDD (Test Driven Development)
• Share Experiences and Encourages Collaboration.
• Waterfall Environment:
• Agile Scrum
• SharePoint
• Confluence
• Partnership with the Product Owner.
• User stories analysis
• Mac, Windows 2000/XP/7 and latest Testing: Regression Testing, Manual System Testing (entry level) Tools & Technologies:
• MS Teams
• SDLC
• Negotiation
• IT
Languages
• English - Fluent
• French - Fluent
Certifications and Licenses
Certified Scrum Master
SAFE 5
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