Scrum Master Customer Service

ABSTRACT: Certified Scrum Master with over * years of IT Industry experience. Dynamic, hands-on person managing software development projects that meet deadlines and exceed expectations. Skilled in providing effective leadership in fast-paced, deadline-driven environments with outstanding oral and written presentation and communication skills. Promoted to positions of increasing authority and responsibility because of strong leadership skills, teamwork, customer service and overall performance.

Key Skills:

●Servant Leader

●Facilitate meetings (daily scrum, sprint planning, backlog refinement, sprint demo and retrospective)

●Conflict resolutions

●Coaching Agile practices

●Removing impediments

●Team Building

●Complex Problem Solving

●Creating communication channel (team, product owner, stakeholder)

●Leading and Facilitating Change

●Scrum

●SAFe

●Kanban

●Enforcing Rules

●Adaptability

●People Skills

●Creativity

●Collaboration

●Rapid Decision Making

●Negotiation

●PI Planning

●Road Map

●JIRA & Confluence

●Various Reporting

●Creating Queries

●Scrum of scrum

●Analytical

●Development team training

●Customer interaction

●Documentation Management

●Risk identification

●Risk mitigation planning

●Team management

●Relationship development

●Release Management

●Process improvement

●Problem resolution

●Facilitate Scrum Event

Lean Thinking & Rapid Decision Making

Professional Experience

TCS, Herndon, VA 07/2019 – Present

Role: Scrum Master

Responsibilities:

●Assist in defining and deploying new product development processes and in facilitating the continuous improvement of existing processes

●Work with Product Owner to define project scope and objectives

●Bring ideas from professional facilitation, coaching, conflict management, mediation to help the team become a high-performance team

●Coaching and mentoring other Scrum Masters on our program team. Partnering to ensure that our ways of working are consistent across teams

●Coordinate all Scrum Ceremonies including Sprint Planning, Daily Standups, Sprint retrospectives, Sprint demos, Story refinement, and Release planning

●Creates and manages project/program resource loading and budget; reconciles budget monthly and communicates risks to leadership

●Empower the team to make system and process improvements captured in sprint retrospective meetings

●Gathering and updating project materials, completing budgeting, forecasting, project documentation, business flows, and lessons learned documents

●Guide team through continual improvement process

●Lead team efforts towards continuous improvement

●Act as liaison between developers and project stakeholders; fostering quality communication between engineering disciplines

●Manage all Scrum boards (physical or virtual)

●Work with Product Owner to manage sprint backlog items and tasks

●Support Scrum team by removing impediments to meet sprint goals

●Assess the maturity of the team as it relates to Scrum and coaches the team to the level of maturity where it sustains by leading team for relentless improvement

●Scheduling and allocating work, providing advice and guidance, and resolving problems to meet technical performance and financial objectives

●Set and run effective recurring status meetings with the product, portfolio, and delivery managers

●Use key Scrum metrics (burndown, velocity) to help deliver committed work

●Work effectively with others to remove delivery team roadblocks

●Help on capacity planning and create document

●Create, update, and maintain risk and issue log, communicate to the appropriate person to have mitigate action plan.

Accenture, Chantilly, VA 07/2017 – 05/2019

Role: Scrum Master

Responsibilities:

●Facilitates and supports all scrum events: Sprint Planning, Daily Scrum, Sprint Review, and Sprint Retrospective and adept at refinement, story splitting, estimation, velocity, retrospection, and other Scrum techniques

●Working frequently with the Product Owner to ensure backlog health and 1-2 sprints of 'ready' stories at all times. For large and complex items, work with the Product Owner and team to break down complexity into epics, stories, and tasks.

●Facilitates the team’s progress toward team goals – The Sr. Scrum Master acts as the facilitator for many teams or as the Release Train Engineer (RTE) for a SAFe Agile release train (ART).

●Continuously engage in challenging the old ways of working to improve team level or ART level performance in the areas of quality, predictability, flow, velocity, and other metrics defined by the enterprise.

●Drawing upon the talents and perspectives of the team, bringing together data, systems thinking and curiosity in order to deliver on releases that create next generation best in class experiences. Enabling teams to grow into high-performance, self-managing teams by being a coach, an excellent facilitator and collaborator.

●Help build a productive environment where team members ‘own’ the product. Ensure deliverables are up to quality standards at the end of each sprint.

●Scheduling and allocating work, providing advice and guidance, and resolving problems to meet technical performance and financial objectives, Remove obstacles for developers and testers. Sets and runs effective recurring status meetings with the product, portfolio, and delivery managers.

●Responsible for creating and managing an Agile transformation plan for the team to move to higher levels of Agile maturity. Provide regular updates and materials to the stakeholders updated on team progress and accomplishments.

●Working with Product Owners to handle backlogs and new requests making sure they user stories for refinement sessions in a timely manner. Acting as process owner for the team, and maintaining the relationship with the project's key stakeholders.

●Ownership for producing relevant metrics every sprint that help the team measure success and opportunities for improvement (e.g. committed vs. delivered, sprint burndowns, release burnups, etc.). Using past metrics to help the team pull in an appropriate number of stories each sprint.

●Help the team or ART focus on daily and/or Iteration Goals in the context of the current Program Increment (PI) or Release Objectives. Leads team/ART efforts in relentless improvement – Helps the team improve and take responsibility for their actions; facilitates the team retrospective.

●Leading and coaching teams and the organization through its Agile journey.

REI international, Sterling VA 04/2015 - 06/2017 Role: Scrum Master

Responsibilities:

●Act as a liaison between client area and technical team by planning, conducting, and directing the analysis of complex business problems to be solved with automated systems

●Capture and document complex business and functional requirements including workflows, process maps and business processes

●Create workflow diagrams to validate the basic and alternate flows in the various Business and Technical Use Cases

●Work with the Product Owner in creating and prioritizing of user stories within product backlog

●Conduct daily scrum stand-ups, arrange, and facilitate sprint demo of shippable product in sprint review meetings and Sprint retrospective

●Facilitate backlog refinement (user stories prioritization) and sprint planning (user stories estimation) based on new and backlogged requirements

●Arrange discussions on impediments and dependencies that are outside of the team's direct control and either leads resolution or collaborates with others to guide resolution

●Ensure safe environment where problems can be raised without fear or judgment, with an emphasis on healing and problem-solving

●Update and maintain the risk and issue logs

●Facilitate defect review meetings involving all stakeholders to review defects, identify severity and set priorities as per client requirements, ensuring accuracy and conform to deadlines

●Identify skills & competencies of scrum team members & make necessary adjustments to promote development and highly effective team

●Facilitate discussion, decision-making, and conflict resolution

●Embrace the spirit of continuous process improvement and apply improvements as needed

●Provide support to the team using a servant leadership style whenever possible and leading by example.

●Play key role in planning and conducting User Acceptance Testing (UAT)

●Participate in development of training materials for the new technology and organized User Training

EDUCATION:

Al Khair University, Rawalpindi, Pakistan. (2001-2002).

•Completed one-year teachers training Bachelor of Education.

University of Punjab, Pakistan. (1997-1999).

•Earned a two-year degree in Bachelor of Arts.

•US CITIZEN

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