Scrum Master Customer Service

Susan Akam

240-***-**** ************@*****.*** Dallas, TX

Professional Summary

Experienced Scrum Master with 5+ years of experience, adept at facilitating Agile methodologies to deliver high-quality software products on time and within budgets. Possesses strong understanding of Scrum framework and its principles, and experience in leading cross-functional teamwork to deliver complex projects. Skilled in building strong relationships with stakeholders, fostering team collaboration, and identifying and removing impediments that hinder team productivity. Strategic coach and mentor, leading team members on Agile principles and practices, and facilitating effective Scrum ceremonies such as sprint planning, daily stand-ups, sprint reviews, and retrospectives to execute test-driven development. Professional expertise includes Agile project management tools such as Jira, Mural, and Confluence while maintaining a deep understanding of Agile methodologies such as Kanban, Lean, and XP. Committed professional, dedicated to continuously improving skills and knowledge with industry trends to deliver value to organizations.

RELEVANT SKILLS

Scrum Skills: Software Process Management, Lean Methodologies, Agile Mentoring/Coaching, Removing Impediments, Software Project Management, Research & Analysis, User Story Estimation, Defects Prioritization, Backlog Management, Scrum Framework, Kanban, Continuous Integration, Process Improvement, Risk/Change Management, Business Process & Valuation

Software/Programs: Jira, Confluence, Teams, Slack

Leadership: Effective Communication, Collaboration, Facilitation, Decision-Making, Conflict Management, Capacity Planning, Offshore Team Management, Intrinsic Motivation, Problem-Solving, Adaptability

PROFESSIONAL EXPERIENCE

Charles Schwab – Scrum Master (Contract) Dallas, TX January 2022 –March 2022

●Coached and mentored 9+ team members and stakeholders to understand Agile values, principles, and practices through tailored education and implementations to result in cohesive team-building initiatives aligned with company mission and vision

●Facilitated sprint planning, daily stand-up, reviews, retrospectives, release planning, and other Scrum-related meetings to ensure efficient work processes within two week timebox

●Coordinated daily operations to ensure INVEST criteria, Definition of Done (DoD), and Definition of Ready (DOR) are met for all user stories in sprint backlogs, verifying for accuracy

●Designed and implemented processes for self-organized and self-managed teams to identify and deliver work-in-progress (WIP) limits to ensure teams maintain optimal work pace, resulting in 50% faster increments of value delivered to customers

●Researched and analyzed impediments to guide teams to remove impediments by finding top-talent to improve developer efficiency by 22% and increased average time to deliver new features by 15%

●Developed and analyzed team metrics via reviewing and establishing KPIs to make recommendations improving productivity of team by 20%

●Represented team in Scrum of Scrums (SoS) meetings, to stay updated on latest developments in terms of backlog, dependencies, risks, or other concerning areas to maintain up-to-date knowledge of industry best practices

Wells Fargo – Scrum Master Dallas, TX November 2019 - December 2021

●Defined project success criteria via sprints, feedback from product owner, and project prioritization in order to disseminate deliverables to involved parties throughout project lifecycle of two weeks

●Collaborate cross-functionally across 6 team members via promoting cross-training to support product owner’s product vision and technical roadmap, primarily to improve flow of value through value streams using continuous delivery for digital banking products

●Created and maintained product and sprint backlog via incorporating inputs from stakeholders and team to effectively review metrics and key performance indicators (KPIs) to drive continuous improvement

●Assisted scrum teams in setting the groundwork for Agile Release Train (ART) activities, which includes PI Planning, focusing on laying out a plan for an entire release, System Demos, and Inspect and Adapt

●Facilitated internal and external communication between Product owners, Technology managers, team members, and stakeholders to improve transparency and information sharing

●Utilized JIRA and Confluence tools to prepare and share 2 teams' metrics and delivery results via oversight of successful consecutive release cycles, increasing content by 25%, decreasing bugs by 40%, and assuring 100% functionality with each cycle

Allstate – Scrum Master Washington, DC October 2017 – November 2019

●Oversaw software development planning and delivery processed via facilitated Scrum ceremonies, daily stand-ups, backlog grooming, sprint planning, and retrospectives, in collaboration with teams and cross-team Retrospectives, to build working relationships among 4 agile teams and prioritized critical action items

●Facilitated scrum of scrums (SoS) to discuss the current day's goals, previous day's achievements, and any impediments or concerns in an Agile Scrum environment, improving existing product suites to increase customer retention by 15%

●Leveraged JIRA and Confluence to elicit and define business and technical requirements, track requirements, and prioritize features, increasing team efficiency by 40%

●Led multiple increments, sprint planning sessions, and documented resulting storyboards to identify key dependencies between activities and estimated work efforts, to increase team velocity by 25% and reduced defect turnaround time by 40%

All State – IT Operations Analyst Washington, DC June 2014 - October 2017

●Designed and implemented process improvements focused on streamlining workflows, improved deliverables, reduced costs by 10%, and eliminated waste to drive operational excellence tools and methodologies

●Reviewed and analyzed development team’s data to structure continuous improvement initiatives focused on driving productivity, quality, customer service, marketing, and sales

●Established roadmaps for tools and technology via cross-functional communication and collaboration to ensure improvement in processes which proactively addressed problem areas and motivated teams resulting in employee retention and efficiency

EDUCATION & CERTIFICATIONS

Certified Scrum Master Certification, Scrum Alliance, 2020

Associates Degree in Liberal Arts, University of District of Columbia Community College, Washington, DC

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