Service Representative Customer

Professional Summary: An experienced, disciplined, dedicated, collaborative and highly motivated Scrum Master with over 1 year of progressive real-world experience in the implementation of scrum practices, IT implementations and facilitating scrum processes within the private sector. A strong track record in liaising between operational improvement and technical areas to achieve on-time project delivery. I am seeking a new opportunity that will allow me work with an organization, and work with cross functional teams.

Key Skills: Process improvement, Agile Framework, Business Analysis, Data Analytics, Best Practice, Zoom, Operation Management, Contract Negotiation, Risk Management, Strategic Initiative, Project Management, Agile Development, Proven Leadership, Issue Resolution, Resource Management, Skype, Conflict Management, Construction Management, Dashboard, Budgeting.

Technical/ Soft Skills

Kanban Azure DevOps Jira Microsoft Office Suites Microsoft Teams Scrum Waterfall Business Process Improvement User Stories UAT Confluence Trello Monday Microsoft Project Technologies Rally

Professional Experience:

Z-SOFTWARE TECH March 2020 - June 2021

Scrum Master

Recently supported teams in my organization in process improvement in software development, mobile development, Web development and production support, in ensuring the deployment and release of right working features. A few of my responsibilities in my company is to work closely with the Business Stakeholders and Product Owners in breaking down Epics to Features and descriptive User stories and assist in prioritizing the product backlog and analyze user requirements and issues, also work with the scrum team to define, and understand the business requirements and ensure the implementation of project and product vision and goals in other to deploy the right working features. Also track down bugs and impediments during the sprint, facilitate sprint planning, daily standups, reviews, Refinements, and retrospect.

I worked collaboratively with the Business Stakeholders, Product Owners and Dev Team in reviewing, defining, and prioritizing the PBI for the sprint, thereby translating requirements into clear deliverables. Facilitate sprint planning meetings with the mobile and software teams.

Conducts Sprint Review Meetings with the scrum team to review the scopes, features, and functionality of products to be delivered in the Sprint, which helps the teams commit to the deliverables.

Worked with the Scrum Team on sprint retrospectives sessions for continuous process improvement of business system, sprint analyses & techniques to improve on for future sprints.

Coached the team in understanding the agile practices and principles when needed, thereby enabling cross-functionality between the mobile team and software team, which improved the team’s work velocity and productivity.

Engage in daily scrum meetings with the PO and Dev team, to enable Team to synchronize work and communicate issues and impediments among the Scrum team.

I worked together with the team in capturing and understanding business requirements or user stories created by the product owners, which helps the scrum team build the acceptance criteria and determine DoR and DoD, to communicate clear product objectives and goals for the sprint.

Evaluated the team’s metric by monitoring the team’s velocity, burn down/burn up rate, productivity, sprint goal success, cycle time and value delivered.

Managed daily project goals and schedules ensuring features and requirements are clearly described, estimated, and prioritized.

Work closely and continuously with the Product Owner in maintaining a healthy Product Backlog Items.

Create and manage the Enterprise Release Schedule and Dashboard for products and projects to be deployed for Release.

Increased the teams overall timely completion and sprint output rate by 35%, by creating a structured team’s velocity and utilizing the burnup/burndown chart of the sprint to monitor the teams input and processes, while coaching the team in adopting new sprint techniques such as reducing batch sizes and improving work in progress (WIP), which has led to an improve in sprint productivity, thereby improving sprint outcome.

Senior Customer Service/ International Coordinator June 2021 - Current

Revision Skincare, Irving Texas

Customer Service Representative and Data Entry

Process skincare orders for Dermatologist and Medical Centers

Develop highly empathetic client relationships and earned a reputation for exceeding service standards

Process events for account executives

Work directly with international clients (China, Pakistan, Guatemala)

Highly efficient in Excel, SAP, & Salesforce

Help develop monthly order forms for the team collaboratively with IT

Cross-trained and backed up other customer service representatives, returns department and customer service managers

Liaise with marketing and customer service/international management to develop solutions and accomplish shared objectives

Manage timely and effective missing products

Respond proactively and positively to rapid change

Devise workaround solution for SAP, to pinpoint the issues with the current order forms rather its out of stock or promotional items

Maintain up to date knowledge of product and service changes

Cross-train in returns and new accounts. Able to establish an account for a client.

Dispatch Associate/ Accounting Clerk June 2016 - March 2018

Alacrity Solutions, Indianapolis, IN---Remote Position

Accounting associate and claims specialist.

Resolved client problems, improved operations, and provided exceptional client support.

Handled numerous emails and calls per Timeframe to address client inquiries and concerns.

Catastrophe insurance dispatch. I dispatch insurance adjusters to catastrophe claims I organize spreadsheets in multiple dispatch web links.

Work directly with the carrier managers to get adjusters assignments

Developed team communications (XA )and information for meetings

Issue checks to the insured, clients, defense counsel, mitigation services and so on.

Working in multiple check managing servers to process checks.

Managed and balanced checkbook accounts via Excel

Upload check copies to different servers

Mail letters to insureds regarding their insurance claims.

Create claims in multiple systems for the insured and clients.

Managed various clerical duties for multiple department teams (accounting & back office insurance)

Match invoices to the proper checks and accounts

Operate in different remote servers throughout the day

oHighly efficient with dispatching software such as Xactimate, Excel, GAP, Gentry

Customer Service Representative 01/2014 – 05/2015

Anthem, Indianapolis, IN

Answered customer telephone calls promptly to avoid on-hold wait times.

Coordinate the Corporate-wide data verification process for contracted providers. Updated contract organization's databases, as necessary.

Adhered to underwriting, rating and compliance criteria and guidelines to determine associated financial risks.

Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.

Verified and updated customer contact details in GP to build and maintain accurate customer database.

Manage ongoing analysis development implantation of methods and systems to improve efficient and effectiveness of services and functions

Quickly and accurately answered customer questions, suggested effective solutions, and resolved issues to increase customer satisfaction.

EDUCATION AND TRAINING

Lawrence North High School - Indianapolis, IN

Ivy Tech Community College of Indiana - Indianapolis, IN

Real Estate – Champion Real Estate – Fort Worth, TX

IUPUI- Medical Coding Certified – Indianapolis, IN

NNA- Notary Public Commission - Texas

NNA Loan Signing Certified - Texas

CSM – Certified Scrum Master - International

Contact this candidate