Scrum Master Customer Service

AMARACHI NZE-EKPEBIE

Phone: 214-***-****

Email: ********@*****.***

OBJECTIVE

Experienced Scrum Master with a proven track record of successfully guiding cross-functional teams through the Agile software development process. Skilled in facilitating effective sprint planning, daily stand-ups, and sprint reviews to ensure timely delivery of high-quality products. Proficient in implementing Scrum frameworks, fostering collaboration, and removing obstacles to optimize team productivity. Strong leadership and communication abilities to promote transparency, accountability, and continuous improvement. Dedicated to driving the adoption of Agile principles and empowering teams to achieve their highest potential in delivering customer value.

WORK EXPERIENCE

Alpha Apogee, Union, New Jersey May 2022 – August 2022

Scrum Master

Scrum Master & Agile Coach for 1 team, represent and lead scrum of scrums

Facilitate product backlog, sprint planning, daily scrum, sprint review, and sprint retrospective meeting

Work with the Product Owner to ensure we continually use efficient product backlog practices

Facilitate& Coach scrum team delivering Service software using Continuous Deployment Platform (CDP)

Provide coaching and training around Agile methodologies to include Scrum, Lean & Kanban

MRS Oil Nigeria Plc, Lagos, Nigeria April 2016 – July 2021

Scrum Master

Led full lifecycle salesforce implementation, migration, integration, and customization. Managed end-to-end process of content creation and implementation of client 2 consumer facing web applications using agile methodologies and techniques

Coached and mentored teams and leaders in agile and lean principles and values, technical agile practices, improving ways of working, facilitation, and other business-critical practices

Worked proactively to remove project obstacles and develop solutions with the team

Guided product management teams in their role, defining MVP's, developing product charters, product community maps, product roadmaps and release plans, story mapping, writing stories and backlog prioritization and management

Ensured deliverables are reached and deadlines are met throughout the program lifecycle and manage technical release planning

Established and led an Agile team of 5 people covering front, back-end and manual/ automated testing activities for product

TopBrass Aviation Limited, Lagos, Nigeria December 2009 – March 2016

Scrum Master

Supervised risk and issue management while coordinating with clients, site engineers and various stakeholders to optimize performance.

Facilitated scrum events daily for multiple cross-functional team and empowering team to self-organize

Ensured the outcome of retrospectives are implemented towards continuous improvement

Provided support and educated the product owner with grooming and prioritizing product backlog.

Ensured teams had a clearly defined and enforced Definition Of Ready (DOR) & Definition of Done (DOD).

Assisted teams in identifying, removing impediments to maximize and increase the velocity of the team.

Delivered project needs on time and within agreed acceptance criteria in a hybrid methodology environment as the enterprise transitioned to an Agile framework

Established system controls for nw financial systems and developed procedures to improve existing systems

Led cross-functional operations business teams in the development and testing of an online customer service relationship management (CRM) system

Provided project turn-around expertise while tracking software customization and defects

Achieved operational objective by preparing and completing action plans, implementing production, productivity, quality, and customer-service standards

Effectively communicated project scope, schedule, and budget with customers and contractors

Successfully guided development team to becoming self-organizing under Scrum framework by training on agile fundamentals and coaching teams for sustainable changes

EDUCATION

William & Mary, Raymond A. Mason School of Business August 2021 – May 2023

Master of Business Administration (MBA), Concentration in Business Analytics & Supply Chain Mgt

University of Calabar

Bachelor of Laws with Honors August 2001 – September 2006

Nigerian Law School (Abuja, FCT, Nigeria) April 2007 – May 2008

CERTIFICATIONS

Professional Scrum Master I No. 576806

Lean Six Sigma (Green Belt)

PROFESSIONAL SKILLS

• Agile Values & Principles • Team Coaching • Software Development Life Cycle

• Scrum/Kanban • Conflict Resolution • Cross Functional Teams+-

• Team Mentoring • Team Empowerment • Scope & Resource Management

• Stakeholder Engagement • Business Analyst • Project Management

• Subject Matter Expert • Risk Management

Contact this candidate