Service Rep Scrum Master

Kate C Odero

PHONE: 859-***-**** EMAIL: ***********@*****.***

Professional summary

A reliable employee with a strong work ethic. 2 years experience as a Scrum Master and 1 year in Customer service. Highly motivated to expand and apply knowledge and skills. One who takes initiative and has an innate drive to succeed.

Education and Certifications

SAFe® 5.0 SCRUM MASTER CERTIFICATION 09/2021 SCALED AGILE, INC

SCRUM MASTER CERTIFICATION 03/2021 PAN AFRICAN AGILE ACADEMY

BACHELOR’S DEGREE 03/2012 TO 04/2016 KENYATTA UNIVERSITY

Major: Computer Science

Skills

Agile development and best practices

Agile frameworks-Scrum, Kanban, XP, SAFe

Servant leadership

Tactful and discreet with confidential information

Strong communication skills (written and verbal)

Accurate and efficient

Great organizational skills

Works well in teams

Patient

Excellent interpersonal skills

Creative problem-solving skills

Strong research skills

Friendly and likeable

Self-starter

MS Office proficient

Dependable

Hard working and committed

Independent worker

Humble and hospitable

Adaptable and fast learner

Computer-savvy

Detail-oriented

Calm under pressure

Mentorship

Experience

CUSTOMER SERVICE REP PURE ROMANCE LLC 02/2022 TO PRESENT

Delivering outstanding customer service and exceeding performance goals

Managing customer complaints calmly, escalating issues to supervisors when necessary

Providing product information and troubleshooting assistance

Establishing rapport and building positive relationships with customers

Using customer service software and CRM systems proficiently

Collaborating with colleagues, sharing knowledge, and seeking assistance when needed to contribute a positive work environment

Managing time and prioritizing tasks to allow timely responses and meet service level agreements

Providing accurate and relevant information to customers due to a good understanding of the products and services offered by the company

Demonstrating patience and empathy towards customers

Analyzing customer issues, thinking critically, and coming up with creative solutions to resolve problems efficiently

Listening attentively to customers, understanding their concerns, and providing clear and concise information

SCRUM MASTER FIFTH THIRD BANK 09/2020 TO 01/2022

Promoting empowerment of my team and encouraging a sustainable pace with high-levels of quality for my team

Working closely with product management and technical stakeholders to clarify the schedule, status, and details of each project

Implementing agile methodologies using Scrum framework throughout the organization from executives to software to marketing

Supporting the product owner in managing customer expectations for project deliverables and managed stakeholder communications

Mentoring a cross-functional team to deliver quality products

Enforced Kanban and XP principles that help reduce the cycle time

Ensuring my team is practicing the best agile practices helping my team increase its velocity and productivity

Monitoring team backlog daily and ensuring it accurately reflects the current state of the sprint

Supporting Product Owner with documentation of user stories and acceptance criteria

Facilitating and organizing all of the Scrum ceremonies (backlog grooming, daily stand-ups, retrospectives, reviews, sprint planning)

Partnering with the Product Owner; coaching and supporting in managing the backlog to ensure it’s properly prioritized

Managing each project’s scope and timeline

Resolving conflicts and helping my team implement changes effectively

Helping build high-performing teams and productive environments where team members own and enjoy working on the product

Ensuring flow of value of the projects by ensuring the client’s participation in the different iterations of the projects

JUNIOR SCRUM MASTER UPLIGHT 03/2020 TO 08/2020

Ensuring transparency, monitoring and inspection and adaptation in the management of business process control objects

Facilitating discussions and negotiations with stakeholders in a diplomatic manner

Working independently and in cross-functional teams, managing products and prioritizing multiple projects

Providing effective leadership in fast-paced, deadline-driven environments

Removing or escalating team’s impediments to facilitate team’s optimum performance

Communicating team’s status through release/sprint burn down charts, story acceptance rate and defects to make sure stakeholders are aware of what is going on

Kept the teams focused on the sprint priorities, business values and protecting the team from over committing

References

Available upon request

Contact this candidate