Call Center Scrum Master
Resume:
MARIAN D BURGE
**************@*****.***
https://www.linkedin.com/in/marian-burge-91573b14a/
I am an IT Professional with over 20 years of experience specializing in Program Management, Business Analysis, System Analyst and Product Management. My background includes Safe, Agile, Waterfall methodology, product launches and ticket resolution through various clients/OEMs, managing program MBOs/KPIs, risk and dependency escalation management, gathering requirements, documentation of requirements, user experience stories, testing, obtaining data through the back-end systems, CRM systems expert. I was a military trainer qualified for 32D course and secondary MOS of 31M. My certifications include Scrum Master, Product Owner and Six Sigma Green Belt.
EXPERIENCE
NOVEMBER 2021 – FEBRUARY 2023
PROGRAM MANAGER, EPSILON
Manage risk and issues with multiple teams – provide the needed escalation and corrective measures.
Manage features and initiatives for the Ford Program
Manage reporting for department to ELT
Provide needed strategic and technical guidance to the company’s project management team
Assist the Account team to manage goals as needed for the Ford Program
Manage workstreams through Scrum teams for needed timelines
Create Initiatives and User Stories for the Ford Program and Product Roadmap
SEPTEMBER 2021 – OCTOBER 2021
IT PROJECT MANAGER/SCRUM MASTER, INSIGHT GLOBAL/CVS
Work to maintain workstreams and projects
Leading two teams as the Scrum Master
Manage risk and dependencies with multiple teams – provide the needed escalation and corrective measures
Maintain timelines with multiple teams to drive program goals
Assist teams writing Agile Stories within Rally Software
Assist members of the team with best methods to complete deadlines within an Agile framework
JULY 2020 – JULY 2021
SENIOR PROGRAM MANAGER, OMNITRACS
Manage risk and issues with multiple teams – provide the needed escalation and corrective measures.
Leading three teams with Initiatives, Features and Roadmaps
Assess program performance to maximize ROIs
Manage reporting for department to ELT
Provide needed strategic guidance to the company’s project management teams
Responsible for overseeing the achievements of the company’s MBO goals
Manage multiple programs including Platform, Privacy laws enabled for Brazil, SmartDrive Modernization and RoadNet device configuration
Completed Safe Agile Methodology Training
JUNE 2018 – JULY 2020
ASSOCIATE PRODUCT MANAGER, NEIMAN MARCUS GROUP
Develop business architecture using requirements including scope, process flows and risk.
Managed the Twilio Platform Product team to integrate with Mobile Apps for new shopping experiences for Neiman Marcus and Bergdorf Goodman customers.
Set the foundation for data of the customers using Data Lake, this would allow the data to be view as needed by ELT
Developed User Stories, Initiatives and Epics with the teams and managed backlog for upcoming sprints.
Coordinate the needed requirements with multiple back-end departments including financials, online, testing, reporting, production, call center and customer services
Communicate the needs of the business with detailed requirements with both Waterfall and Agile methodology
Completed two courses successfully with certifications – Product Owner and Scrum Master
Partnered with development staff to understand the needed technical requirements both offshore and multiple Neiman Marcus locations in the Dallas/Fort Worth area
Managed teams and the needed upgrades for systems to use QR based codes in stores to convert foreign customers money based on rate – the customer could opt to use either US or foreign exchange rates within their mobile application
Managed the team and the needed upgrades to systems based on the Wayfair Supreme Court rulings for two separate releases through stores, POS register systems and Oracle systems
Ability to work on multiple Agile projects with multiple roles, Product Owner, Scrum Master and as the Business Analyst as the company transitioned from Waterfall to Agile methodology
OCTOBER 2014 – AUGUST 2017
SENIOR SYSTEMS ANALYST, SIRIUS XM
Testing new applications on mobile device - this included testing of the new features and working through customer facing concerns to be resolved on their mobile device and on the website.
Team Lead for five OEMs - Hyundai, Acura/Honda, Subaru, JLR and Audi for the telematics services within the vehicle. SME - Siebel and Provisioning (enabled the device through the back-end of the telematics system).
Assisted Tier 1 with escalations of OEM facing issues and process the next step needed with escalations or issues.
Managed customer data using SQL as needed to understand activations, deactivations, upgrades – this was exported into an Excel document to present to ELT
User Acceptance Testing and Tier 2 triage for customers – Subaru StarLink, Hyundai BlueLink, Lexus Enform, AcuraLink, Nissan Connect and Infiniti InTouch
Worked closely with OEMs to assist and triage customer defect and work to resolution
User Acceptance Testing with OEM into the production telematics system
Mobile App testing with the OEM using TIBCO to research and triage of production issues
Managed defects through various based on priority within tickets system, JIRA, Service Now and Footprint, to ensure issues were resolved through the production systems
Documentation of back-end processes with data from system then articulating this information using swim lanes, fault tree analysis, excel (pivot tables) to review with management and OEMs to discuss the best method to resolve the issues
Company - wide implementation of Agile methodology to ensure large scale projects were implemented into production
APRIL 2011 – OCTOBER 2014
ACCOUNT EXECTIVE, SIRIUS XM
Account Management for the OEM Hyundai, including testing of the call center floor
Lead Hyundai Initiatives based on the OEMs requirements
Lead Call Center personnel for escalations and issue through resolution
Managed User Acceptance testing in production with the various OEMs
Maintained call center scripts for different call types with the customers that would be trained to agents on the call center production floor
Worked closely with Project and Program management to ensure the OEMs requirements are being
addressed based on the contract with Sirius XM
Processed customer facing and OEM facing defects through internal ticket system. Maintained
database of customer concerns to create JIRA tickets to fix the defect through lower environments into production
Used Siebel Data Warehouse to export data from the CRM system as needed to review to see if there are any errors requiring clean up or code change or improvements to the data
Siebel Subject Matter Expert for the Hyundai program for production floor and QA system
SEPTEMBER 2009 – APRIL 2011
SYSTEMS ANALYST, SIRIUS XM
Managed documentation for Functional Requirements for projects within the company on SharePoint site
Worked closely with Project and Program management to ensure the OEMs needs are being addressed and met with Sirius XM
Lead for Siebel upgrade from Siebel 6 to Siebel 8 – the Siebel system was upgraded using the Agile Methodology including the testing for the phases through QA into production
Subject Matter Expert for Siebel – assigned and expected to confirm processes that impact the Siebel CRM system
Provided feedback and guidance to the teams as needed for all Siebel systems including documentation for releases that is evaluated prior to releasing to the production floor
AUGUST 2008 – SEPTEMBER 2009
QA TEST ENGINEER - LEAD, SIRIUS XM
Manage and provide guidance to Quality Assurance testing for CRM leading major projects for the OEM partner for the telematics system
Configured and maintained test system as required for functional testing based on environment and OEM needs
Configured systems using OTA updates, BLE protocols and using CAN data to transmit to the device in the vehicle as needed for testing
Created detailed test plans and test cases based on project requirements and design documents delivered for projects
Reviewed test plans and test cases of team members in my team, provide feedback to documentation prior to external review, documents maintained on SharePoint
SEPTEMBER 2004 – AUGUST 2008
CRM, BUSINESS ANALYST I, SIRIUS XM
Admin level rights to process marketing campaigns, LOVs, Price List - completed the needed additions, process EIM as needed into the system and/or changes based on the requirements
Managed the databases within the Siebel 6 applications to compare as upgrading to Siebel 8
Implement Marketing business requirements. and create Marketing workflows and rules for the OEM partners telematics services
Managed products and applications from Project Management including documenting validation plans and results and contributing to the successful launch and implementation to the production floor
Validated new CRM applications, enhancements and releases before implementation into production environment
Contributed as a resource for project scopes, functional specifications, validation planning and validation testing
SKILLS
Six Sigma Green Belt
Siebel CRM Systems
Safe/Agile/Waterfall Methodology
User Acceptance Testing
C/C++ database, query data
Aha/Screenful
Cognos
HP Quality Center
Agile Story Writing
Rally
SQL
Data Analysis
Siebel/EIM/MDM
Documentation of Requirements
SDLC Processes
Service Now
Call Center Management
Oracle Retail Management
Certified Scrum Master
Confluence
SharePoint/Confluence
Change Management
QA Tester/Lead
Trainer – military
Trainer - SXM
Sybase
Footprint
Certified Product Owner
JIRA
Wiki
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