Scrum Master Customer Service
Resume:
ADELAJA
OYESANYA
*******@*****.***
Newark, NJ 07104
SKILLS
Risk identification and
mitigation planning
Development team trainings
Documentation Management
Customer interaction and
Customer Service
Reporting template
development
Problem-Solving and conflict
resolution
Leadership and Self-
Motivated
Organization and Time
Management
Team building, self-
organization, self-
management
Project Management
Cross functional
communication / active
listening
MS Project, MS Office Suite,
MS Visio, MS Outlook,
PROFESSIONAL SUMMARY
Instrumental Scrum Master / IT project Manager bringing over 10 years of experience achieving ambitious goals in challenging IT environment. Diligent, forward-thinking and adaptable to dynamic company, customer and project needs. Successful at motivating teams to meet demanding timelines. Team-oriented individual promoting exemplary presentation, project management and risk oversight skills. Demonstrative Scrum Master with background of
communicating effectively with and leading high-
performance teams. Considered expert in prioritizing tasks and optimizing workflows.
Work Status: Green Card
WEBSITES, PORTFOLIOS, PROFILES
https://www.linkedin.com/in/adelaja-oyesanya
ACCOMPLISHMENTS
Supervised team of twelve (12) staff members
leveraging cloud practice.
Used Microsoft Excel to develop inventory tracking spreadsheets and dash boards.
Uses Cloud based Atlassian products such as JIRA and Confluence for easy coordination of agile project works.
Achieved successful migration by completing the
project two weeks earlier with accuracy and efficiency. SharePoint.
Programming Languages:
JAVA, PYTHON and SQL
Web development
technologies using
WORDPRESS
EDUCATION
International Scum Institute
Switzerland • 04/2021
Certified Scrum Master
(CSM): CSM Cert
Exin
London UK • 05/2011
ITIL V3 Cert # 057609
Yaba College of Technology
Lagos Nigeria • 08/1998
Bachelor of Science:
Computer Science
WORK HISTORY
DHLeCommerce – Encoder
Avenel, NJ • 07/2022 - 10/2022
Encoding of received USPS mails meant for both local and within The United States distributions.
Both Ground mails and Expedite mails are being encoded via either the AMP software or the by scanning the mail manifest that accompanies the mails.
Mails are placed on accredited weight, scanned and placed on the conveyance belt after appropriate
approval.
Sorting of mails to the appropriate place considering the respective state code.
Epsilon (Remote) - Scrum Master
New York 04/2021 – 06/2022
Manage the JIRA boards for the team(s) are defined well to indicate. G) Manage the user JIRA access and permissions on th board by being a JIRA board admin role.
Start and close sprints for the teams. I) generate reports from the JIRA board and communicate with stakeholders on a regular basis.
Guided Agile teams on how to self-manage and plan working to enabling features and stories a long product increments and Sprints.
Work with the Product owner to align team with the product vision, sprint goals, and other necessary information.
Create an environment of collaboration within the teams that allows for open dialogue and productive solutions for resolving conflicts.
Champion continuous improvement activities to reduce waste and increase productivity; coaches’ teams to conduct continuou improvement events.
Seek opportunities for improvement to the overall effectivenes of teams and the organization.
Communicate organizational impediments to leadership; clears impediments for the team.
Embrace the concept of continuous learning in your own journe and instill the same in the team(s) you coach.
Guiding and Coaching DevOps Teams on best Agile practices, methodology and frameworks.
Improving the workflow on both the Kanban and Scrum boards used for production support, CI/CD and project work.
Collaborate with teams under shared services on upcoming dependencies for the next PI.
Assist the RTE in PI for preparations in calling out potential Risk and impediments working with external teams with
dependencies.
Prepare metrics reports such as Sprint reports, Operational metrics report and generate dashboards for Kanban prod suppo work.
Lead and facilitate Scrum of Scrum sessions with other Scrum Master/product manager to discuss dependencies and possible impediments.
Manage internal and external communication, improved transparency, and communicated information throughout the organization.
Creating and maintaining comprehensive project documentation plans and reports using Confluence.
Strong familiarity and adherence to core Agile values and principles.
Experience as a practicing Scrum Master on a team.
Exposure to modern engineering practices like Unit Test-Driven Development, Acceptance -Test-Driven Development, and Continuous Integration.
Expert with Agile and Scrum framework and its application in Product Development and delivery organization.
Amazon.com Inc.
Carteret, NJ • 02/2020 - 06/2022
Realigning of damaged items to be advertised on
Amazon website for sale.
Resolving items with issues on the operation floor for proper display on Amazon website.
Training of new associates.
Reporting directly to line manager on production floor.
Stow Associate: stowing of items that automatically reflects on Amazon website displayed for customers’ consumption.
Schlumberger Omnes (ICSL Nigeria) - Project Coordinator Lagos, Lagos • 10/2015 - 12/2019
Successful project coordination of converged network migration to anew teleport
Over 350 V-SAT sites and about 250 wireless sites from old Earth station to new teleport and planning design and implementation of new teleport network
Setting up of new Data Center that accommodates all indoor equipment meant for smooth running of entire network.
Tracked hours and expenses to keep project on task and within budgetary parameters.
Supervised multiple projects from project start through delivery by prioritizing needs and delegating
assignments.
Gathered requirements for ongoing projects and
organized details for management use.
Built strong relationships with internal and external stakeholders and devised strategies, initiatives and events promoting products and services.
Kept projects on schedule by managing deadlines and adjusting workflows.
Liaised between departments to facilitate
communication and keep appropriate parties updated on project developments.
Provided technical direction on migration projects and initiatives to other engineers, designers and
technicians.
Checked compliance of company safety plan and
delivered recommendations to address regulatory
issues.
Transitioned projects from estimation and pre-
construction phase to well-defined project execution plan and built successful project plans covering
objectives, resources and staffing to meet schedules.
Obtained needed resources by strategically negotiating with stakeholders and outside suppliers.
Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
Sourced, vetted and managed vendors needed to
accomplish project goals.
Adhered to budget requirements with excellent
planning and consistent expense monitoring.
Reported regularly to managers on project budget, progress and technical problems.
Schlumberger Omnes (ICSL Nigeria) - Service Delivery Manager
Lagos, Lagos • 12/2010 - 09/2015
Design and coordinated escalation process path from high fly client up to management and updating line manager on all issue
Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
Daily take ownership of all trouble tickets for: updating, escalating and prepared all end of day report
Followed up with customers during and after
installations to verify satisfaction and reviewed SMC daily, weekly and monthly reports
Worked with customers to educate and inform on (ISPs) Internet Service, effectively closing over hundred deals over years.
Trained more than 10 less-skilled service workers on standards, efficiency and conflict resolution for best-in- class customer service.
Maintained effective customer service by responding to service requests quickly to increase overall sales by 50%.
Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
Updated existing customers on new products, updated services and changes in accounts to maintain good
rapport and increase sales 50%.
Worked closely with management teams to plan,
develop, coordinate and execute technical strategies aligned to client's vision, mission and purpose.
Led team for software engineering services and
supported key clients in development efforts,
establishing standards, determining specifications and creating Service and Operational Level Agreements
(SLA) and (OLA).
Communicated regularly with customers concerning data exchange and technology integration
Coordinated with management teams to plan, develop, align and execute strategies that would meet client's vision, mission and purpose.
Kept rental records in Remedy software, accurately detailing customer information, payment processes and equipment conditions.
.
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