Scrum Master Customer Service
Resume:
MICHAEL UDOH
Windsor Mill MD 443-***-**** ***********@*******.***
Summary
Results-driven Scrum Master with over 3 years of experience in leading agile development teams to deliver high-quality software products. Proven track record of facilitating and optimizing agile processes to improve team efficiency and productivity. Strong expertise in Scrum framework, Agile principles, and Kanban practices. Excellent communication and collaboration skills, with a keen ability to build and maintain relationships across cross-functional teams. Passionate about continuous improvement, fostering a culture of innovation, and achieving successful project outcomes. Certified Scrum Master (CSM) and proficient in Agile tools such as Jira and Confluence.
Skills
Communication
Project management
Time Management
Focus
Decision making
Critical Thinking
Data Compilation
Customer services
Staff Training
MS Word
MS Excel
Detail-Oriented
Leadership
Quick-learning
Emotional Intelligence
Risk Management
Experience
Scrum Master
Kan Solutions Columbia, MD Oct 2021 till Date
Facilitates team productivity by proactively identifying and removing impediments and protecting team members from interruptions and distractions.
Assists in developing mitigation plans to resolve potential project risks, ensuring smooth progress and timely completion.
Plays a key role in gathering customer requirements, clarifying specifications, and translating them into actionable items in the product backlog.
Conducts project evaluations to identify issues and work towards alleviating problems and distractions, enabling the team to meet their goals effectively.
Demonstrates a proactive and solution-oriented approach in identifying and resolving obstacles that could impact team performance and project success.
Scrum Master
Midomer Inc – Baltimore MD Nov 2019 – Sept 2021
Lead and coach multiple cross-functional Agile teams, fostering self-organization and continuous improvement.
Facilitate Scrum events, including daily stand ups, sprint planning, sprint reviews and retrospectives, ensuring effective communication and collaboration among team members.
Collaborate with Product Owners to define and prioritize product backlogs, ensuring alignment with business objectives and customer needs.
Remove impediments and blockers to enable the team’s progress, maintaining a focus on continuous delivery and meeting project milestones.
Act as a servant leader, promoting a culture of trust, transparency and collaboration within the team and across the organization.
Supervisor Sep 2017 to Oct 2019
Sand cherry Assisted Living Laurel, MD
Adhered to company policies, objectives, and communication goals, ensuring compliance and consistency in work approach.
Successfully maintained operating schedules to provide effective coverage for key areas, resulting in meeting or exceeding established objectives.
Conducted evaluations of processes and employee strengths, and proactively realigned workflows to align with changing business demands, optimizing productivity and efficiency.
Demonstrated prompt and efficient identification of customer needs, delivering excellent customer service and satisfaction.
Displayed strong telephone etiquette and effective handling of difficult calls, resolving issues professionally and maintaining positive customer interactions.
Education and Training
Associate Nov 1996
School of Accountancy And Management Studies Aba, Abia, Nigeria
Certifications
Certified Scrum Master (International Scrum Institute).
Project Manager (International Organization for Project Management).
CORE SKILL
Leadership
Accountable and built consensus throughout an organization. Also holds the Scrum team countable to the defined sprint goals.
Facilitation
Facilitated meetings, decision making and changed the most common skill every Scrum Master developed.
Emotional Intelligence
Built a long-term relationship and create a healthy work environment.
Risk Management
knowledgeable in common processes to manage risk. Facilitated processes from risk identification through mitigation and monitoring
Focus
Taught the development team to stay focus on their Sprint plan to accomplish the Sprint goal
REFERENCE
Catherine Jabea
KAN SOLUTIONS, MD
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