Scrum Master Customer Service

US • *************@*****.*** • 678-***-****

DYNERA COLEMAN

Scrum Master

PROFESSIONAL SUMMARY

Scrum Master with experience in facilitating agile methodologies to drive team collaboration and enhance project delivery. Demonstrates proficiency in customer service, problem-solving, and implementing feedback systems to boost team efficiency and morale. Passionate about fostering a supportive environment that empowers idea sharing and continuous improvement. EMPLOYMENT HISTORY

SCRUM MASTER Mar 2023 - Feb 2025

CU Carfinders

SCRUM MASTER Apr 2022 - Dec 2023

Go Calendar Atlanta, Georgia

SCRUM MASTER Oct 2019 - Feb 2022

Kingco Promotions

BDC MANAGER May 2015 - Aug 2019

Malcolm Cunningham BDC

• Ensure the internet department is meeting daily-weekly and monthly goals and objectives.

• Respond to internet inquiries and sales calls with knowledge acquired by communicating with all departments.

• Developed, trained, and led internet team to ensure strong growth and consistently high performance within a team.

• Engaged in ongoing training of staff on how to effectively utilize ELEADONE. EDUCATION

BACHELOR OF SCIENCE IN HUMAN RESOURCE MANAGEMENT

CUNY Queens College Queens, NY

DIPLOMA 2009 - 2013

Grayson High School

CERTIFICATIONS

CERTIFIED SCRUM MASTER (CSM)

Scrum Alliance

Facilitate agile meetings to enhance team collaboration and project delivery speed. Guide customer interactions to improve satisfaction and informed purchasing. Analyze metrics to identify and resolve productivity bottlenecks. Promote feedback culture to boost ownership and accountability. Implement visual task boards for better workflow transparency and alignment. Analyzed impediments within workflows, deploying effective resolutions that yielded marked improvements in team efficiency.

Lead agile ceremonies to improve collaboration, achieving timely deliverables and exceeding expectations. Coordinate cross-functional teams to resolve roadblocks, fostering transparency and streamlined workflows. Analyze performance metrics to identify improvements, enhancing sprint velocity and team efficiency. Implement feedback systems for process adjustments, driving continuous project execution improvements. Cultivate supportive team environments, empowering idea sharing and boosting morale and productivity. Facilitated team meetings to boost agile practices, enhancing project delivery and team engagement. Streamlined workflows, achieving a notable rise in productivity and timely milestone completion. Implemented task prioritization to optimize resources, improving project timelines significantly. Analyzed performance metrics to identify bottlenecks, driving actionable insights for efficiency. Fostered a positive team culture through mentorship, encouraging continuous learning and growth. SKILLS

Microsoft Office, Problem Solving, CRM, Customer Service, Sales, PowerPoint, Training, Word, Outlook, Business Development, Sales Management, Salesforce, Negotiation, Software Troubleshooting, Desktop Support, Project Management, Recruiting, Interviewing, ATS, Time Management, Recruitment Metrics, Communication Skills, Agile Coaching, Team Facilitation, Conflict Resolution, Workflow Optimization, Process Improvement, Stakeholder Management, Data Analysis.

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