Scrum Master Call Center

Valirey. Chi. NCHANG

Senior Scrum Master

Richton Park, IL 60471 708-***-**** ***********@*****.***

summary

An innovative Scrum master, with expert understanding and hands on knowledge of both advanced and basic software development methodologies such as Agile, SCRUM, Kanban, Lean, Six Sigma, Waterfall, SAFe etc.

A proven Scrum master with 8+ years of experience who employs excellent interpersonal communication skills to facilitate and coordinate team efforts in achieving business outcomes and product development goals within time and budget constraints.

Outstanding communication skills. Able to successfully build strong working relationships with team members, stakeholders and leadership, while ensuring cooperation among company departments.

Intermediate knowledge of SAFe principles, practices and theory.

Experience managing distributed and multiple teams using Agile Methodologies.

Experience with continuous integration and test-driven development practices, test automation and tools.

Certified Scrum expert in agile with proven track record for working with the team in defining product vision, strategy and value creation, product designs, managing and transforming enterprise agile product delivery and digital transformations.

Direct experience with project tracking and management tools such as Atlassian JIRA, Azure DevOps (ADO), Rally, Microsoft teams, Service now, Microsoft Project, HP ALM etc.

Excellent ability to efficiently plan and prioritize projects.

Experience in team performance improvement, superb ability to identify and resolve performance bottlenecks at various levels.

Experience in writing technical documents, and user documentation and also develop training materials helpful for team, end users and stakeholders.

TOOLS:

TFS (Azure DevOps), Rally, DevOps(ADO), JIRA, SharePoint, Confluence, HPe ALM, Slack, VersionOne, Flow dock, Microsoft Teams, Technology Transformation Planning, SAFe, AWS.

Professional Experience:

Humana Chicago IL Remote March 2022 - present

Role: Scrum Master

Responsibilities:

Served as a Scrum master for two distinctive teams, platform and information protection team that handles security and ensure compliance across the board.

Build dynamic relationships with internal and external teams, fostering smooth and fluid implementations.

Worked together with other teams coordinated by the Release Train Engineer to ensure full implementation of SAFe.

Facilitate breakout sessions in PI planning to ensure teams develop justified business roadmaps with immediate value delivery to stakeholders and customers.

Seek and address inter team dependencies during Program Increment planning sessions to ensure teams have transparency and accountability with each other, thus reduce impediments during sprints/iterations.

Address problems through risk management and contingency planning. Identify roadblocks, develop solutions for timely implementation and escalating issues as needed.

Propel team performance through use of Scrum metrics such as burndown & burnup, cumulative flow and velocity chart and providing the team with an Agility maturity score/rating.

Create and manage communications and status to ensure frequent, accurate and timely communication to all stakeholders and to solidify commitment to the project.

Interact with Business Users and Business Analysts to gather and document the requirements.

Wells Fargo, Chicago, IL July 2019–July 2020

Role: Scrum Master

Responsibilities:

Scrum Master leading 3 cross-functional product development teams.

Served as a Scrum master for a team that developed a web-based Mortgage Refinancing application which helps homeowners with refinancing their mortgage by utilizing an online refinancing calculator. They could calculate interest rate before engaging/committing to any refinancing venture.

Collaborated closely with SMEs to identify and analyze core requirements and key features for call center operations projects.

Executed test strategies and test cases to verify accuracy of functionality, security, fault- tolerance.

Used Queries to verify the system functionality and provided the users with the needed data and information during the operational phase.

Maintained storyboards, organized charts within JIRA and influenced best practices to the team.

Facilitated Sprint Review, Sprint Retrospectives and sprint planning sessions to engage Stakeholder’s feedback, ensuring continuous team improvement, and efficient planning, respectively.

Consistently assessed the Scrum maturity of the team and organized coaching the team to higher levels at a pace that was sustainable and comfortable for the team and organization.

Created visually appealing reports and dashboards using excel and Power BI.

Fidelity Investment, Merrimack, NH July 2014 - August 2017

Role: Scrum Master

Responsibilities:

Scrum Master leading 3 cross-functional product development teams

Collaborated closely with SMEs to identify and analyze core requirements and key features for call center operations projects.

Executed test strategies and test cases to verify accuracy of functionality, security, fault- tolerance.

Used Queries to verify the system functionality and provided the users with the needed data and information during the operational phase.

Maintained storyboards, organized charts within JIRA and influenced best practices to the team.

Facilitated Sprint Review, Sprint Retrospectives and sprint planning sessions to engage Stakeholders feedback, ensuring continuous team improvement, and efficient planning, respectively.

Consistently assessed the Scrum maturity of the team and organized coaching the team to higher levels at a pace that was sustainable and comfortable for the team and organization.

Created visually appealing reports and dashboards using SSRS, Power BI and Webi.

Responsibilities: Scrum master leading

July 2013- May 2014

United Health Group, Horsham, PA

Role: Scrum Master

Project: Lead the team that developed United HealthCare FIND A DOCTOR. web application which helps members to search for doctors, clinics, or facilities by plan type, find dental providers by state, network or location and locate providers for mental health or substance abuse services.

Responsibilities:

Strategize and define quarterly /team goals as it relates to departmental and organizational goals.

Responsible for developing internal processes/procedures to ensure quality and consistency within the team.

Worked with the Scrum Team and the Product Owner to negotiate the minimum viable product for delivery.

Facilitated work allocation and managed capacity of the team on work items ranging in complexity and size - Projects/Routine/Production support work.

Worked with Team, PO, Devops and ALM team to improve release management, architectural runway and center of enablement thereby improving continuous integration and delivery pipeline.

Driving decisions/prioritization based on overall business value as it relates to the work in the Product Backlog.

Worked with DevOps engineers to ensure CI/CD pipeline was developed and optimized for faster delivery of working software.

Defined and developed an approach to reporting of Agile metrics and measurements specific for each team i.e. establishing Team velocity, story estimation, planned vs completed.

Participated and helped drive enterprise-wide initiative to implement Scrum

Develop/Lead new team members onboarding/offboarding activities.

Education & Certifications:

Bachelor’s degree in Law - University of Buea, Cameroon.

Certified Scrum Master

SAFe Certified

Registered Scrum master

Registered Product owner.

Languages:

English, French

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