Scrum Master Service Representative

SORELLE NEEDHAM

Columbus, OH · 614-***-****

*******.**@*******.***

A Professional Scrum Master 1 & 2 with a history of leading cross-functional teams and implementing Scrum principles to deliver high-quality products. Excellent communication and interpersonal skills with outstanding ability to collaborate with team members. Proven ability to facilitate team collaboration to ensure project success. Passionate about establishing strong Agile workplaces built upon trust, delivering value, and collaborating with Stakeholders. Seeking an opportunity to further a career in Agile and Scrum.

EXPERIENCE

JULY 2018 – DECEMBER 2022

SCRUM MASTER, CAPTURERX

Responsible for optimizing the flow of stories and the value delivered by two scrum teams

Coordinated and facilitated Scrum ceremonies, managing dependencies for the team, providing visibility into team delivery plans and progress, enabling continuous improvement within the team.

Worked with the Product owner to align team with the product vision, sprint goals, and other necessary information.

Used JIRA for metrics and documentation.

Delivered Agile team development and management while keeping teams focused and committed to sprint goals, monitoring team performance/progress using metrics, and reporting to upper management.

Communicated effectively through written and verbal means to co-workers, subordinates, and senior leadership.

Coached team members on agile principles and providing general guidance on the scrum process.

Actively ensured task boards are being updated daily to ensure transparency and effective communication.

Streamlines operational processes and procedures by proactively utilizing Agile Methodologies and techniques to reinforce continuous improvement.

Possess a strong work ethic, positive attitude, great analytical, and team player skills.

FEBRUARY 2013 – MARCH 2018

CSR/ SUPERVISOR, AFFINIONGROUP

Taking inbound and outbound calls as a Customer Service Representative.

Opened customer accounts by recording account information and maintained customer records.

Supervised 10-20 direct annual, quarterly, and monthly performance reports for call center agents.

Trained new employees in the company policies, procedures, and best practices

Evaluated overall performance of team as well as individuals. Coached and counseled team members both individually and together to improve performance

Organized and oversee the schedules and work of assigned agents

Provided guidance to different stakeholders such as Discover, Chase Travel in the management of different projects.

Assisted by taking agents’ calls if they can’t handle the workload.

EDUCATION

JULY 2019

PN, Fortis College

jUNE 2008

hIGH SCHOOL DIPLOMA

SKILLS

Microsoft Office/ Team Meetings

JIRA/ Confluence

Coaching and Mentoring

Stakeholder Management

Problem Solving, Critical/Analytical Thinking

ACTIVITIES

In 2012, I volunteered at the Salvation Army as a School after program teacher. Helped children from 1st to 8th grade with their homework’s. Coached them how to behave and be polite with elders.

CERTIFICATES

PSM1

PSM2

SAFe 5.0 Scrum Master (in progress)

LANGUAGES

English

French

Canadian French

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