Project Manager Scrum Master
Resume:
Lewes, DE *****
*********@*****.***
Daniel Spinosa CSM
Agile Coach Versatile Project Manager
Adaptive and collaborative servant leader who uses team facilitation, training, and workflow management experience to maximize efficiency and throughput in product delivery.
Passionate about training, organizational and technical agility and process optimization to achieve desired organizational and customer outcomes.
EXPERTISE
Certified Scrum Master - Project Management / Agile Methodologies
Cross Functional Team Coaching - Onsite / Remote facilitation
Workflow Development - Process Management
Data Analysis - Change Manager- Sales Management
Jira - Salesforce - Envestnet - Excel - MS Office - Teleconference
EXPERIENCE
Dedicated Financial, Lewes De — Client Services Manager
2024 - Current
●Managed onboarding process for high networth clients, total assets per year 45 million.
●Onboarding process required coordination of legal, sales, technology and accounts department personnel.
●Coached and managed a seven person processing team across multiple locations.
●Worked directly with clients providing seamless onboarding experience for our digital platform.
●Coordinated internal and external stakeholders including advisors, clients, digital partners, product carriers and IT contractors.
Advent Intermodal, Remote — CX Project Manager / Agile Coach
2020 - 2024
●Coached a team of cross functional engineers in implementing bug fixes and ui improvements for the benefit of large cargo terminals such as the port of LA Long Beach, Port of Virginia, The London Cargo Terminal.
●Developed a Voice of the Customer Program between CX Product engineers and clients from the ground up. Guided work on dozens of PBIs and bugs from customer story into production.
●Implemented robust tracking of customer service ticket drivers and user stories to improve backlog prioritization.
●Improved PBI and bug cycle time from over 6 weeks to 2 weeks on average.
●Managed bug and product backlog for a software serving dozens of container ship terminals in the USA and internationally.
●Facilitated scrum ceremonies for CX team.
State Farm, Elsmere De — Agile Coach
2019 - 2020
●Coaching and facilitating for a team of four service and sales associates providing phone and in person service to clients and prospects.
●Overseeing self organizational goal setting, deadlines and productivity for the team.
●Implemented agile practices to a cross functional team of associates handling all aspects of sales, service and marketing.
Capital One Investing, Wilmington DE — Investing Associate Coach
2015 - 2019
●Client Services Lead for a team of 8, serving several thousand clients directly, and 1.5 million indirectly.
●Oversaw the development and implementation of marketing, training and recruitment materials to attract and onboard call center associates.
●Coached a team acting as the first point of contact with clients, helping them understand the platform, assessing their needs and directing fullment with other departments. Captured significant additional assets from existing banking clients by providing a convenient, transparent solution for their unmanaged savings.
Swarthmore Financial Services, Bear DE — Senior Manager / Trainer
2014 - 2015
●Sales manager and recruiter.
●Top of table production for myself and my team working with professional, high earning clients.
●Responsible for interviewing, training and coaching new and experienced advisors to reach sales goals.
New York Life Insurance Company, Bala Cynwyd — Sales Manager
2011 - 2014
●Sales management working in the insurance and financial services industry. Responsible for achieving top personal and team production / client retention.
●Coaching, training and supervisory role in providing holistic financial services to clients.
●Responsible for maintaining relationships and portfolios and working directly with clients every day.
EDUCATION
University of Delaware, Newark DE — Master of Arts - Geography
Cultural Geography and Public Policy.
University of Delaware, Newark DE — Bachelor of Arts - History
History and Classics.
PROJECTS
First Impression Team - Digital Advisor Pilot Program
Was a lead on a pilot program to build a digital / phone advisor team at Capital One. Working towards a seamless, client focused experience. Created and refined workflows, client materials, and mission.
NYLIFE Recruitment Partners - University Recruitment Team
Team lead for campus and job fair recruitment for the Philadelphia regional office. Oversaw the recruitment operation, including conducting interviews and producing training materials.
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