Scrum Master
Resume:
Monique Williams
Scrum Master/Insurance Manager
Fort Mill, South Carolina, United States
*********@*****.***
SUMMARY
Certified Scrum Master with a strong background in insurance sales, team leadership, and goal-driven performance management. Proven ability to lead cross-functional teams, optimize workflows, and foster a culture of continuous improvement. Adept at facilitating Agile ceremonies, removing impediments, and driving collaboration between business and technical teams. Passionate about delivering customer-centric solutions and ensuring high-performing Agile teams. WORK EXPERIENCE
2022-Current
Scrum Master/Insurance Manager
Most Insured
United States
*Oversee multiple teams, driving productivity through goal-setting, coaching, and process optimization.
*Collaborated with stakeholders to streamline operations, ensuring compliance and risk management standards.
*Led performance reviews and implemented data-driven decision-making to refine sales strategies.
*Manage a team of insurance agents, ensuring alignment with company goals and individual performance metrics.
*Conducted daily stand-ups and weekly retrospectives to address blockers and improve team efficiency.
*Mentored team members, fostering a collaborative and self-organizing environment.
*Spearheaded process improvements that enhanced customer service response times and policy conversion rates. 2020-2022
Insurance Broker
Symmetry
United States
*Setting sales targets and implementing collaborative strategies to achieve business goals.
*Ensuring clear communication between clients, underwriters, and internal teams.
*Applied Agile principles to improve lead generation and client onboarding processes.
*Facilitated training sessions on best practices, compliance, and customer engagement, fostering a learning culture
*Provided tailored insurance solutions, building long-term client relationships and trust.
*Used Agile thinking to adapt sales approaches, responding to market trends and customer needs.
*Worked cross-functionally with underwriters and claims adjusters to enhance customer satisfaction. 2019-2020
Commercial Collections Specialist
Coca Cola Bottling
United States
*Made collection calls to commercial customers to collect past-due payments in a professional manner while improving customer relationsFacilitated training sessions on best practices, compliance, and customer engagement, fostering a learning culture
*Researched and assisted in resolving customer billing issues in SAP
*Reviewed and analyzed accounts receivable aging reportsUsed Agile thinking to adapt sales approaches, responding to market trends and customer needs.
*Elevated customer satisfaction ratings by resolving issues quickly and effectively. EDUCATION
-Current
Bachelor of Business Administration
Coastal Carolina University
Myrtle Beach, South Carolina, United States
Associates Degree in Marketing & Merchandising
Florence Darlington Technical College
Florence, South Carolina, United States
• Marketing
SKILLS
Team Player Coaching Customer Support/Service Performance Metrics Performance Reviews Process Improvement Risk Management Sales Strategy Agile Programming Methodologies Customer Satisfaction Sales Onboarding Customer Relations Lead Generation Underwriting Accounts Receivable Billing SAP Leadership Certified ScrumMaster Conflict Resolution Continuous Improvement Insurance Sales Negotiation Skills ScrumMaster Sprint Planning Team Lead/Manager Insurance Maintain Compliance Cross-Functional Communication Skills Credit and Collections Problem Solving Skills Resolve Customer Issues CERTIFICATIONS
Certified Scrum Master (CSM)
Health & Life Insurance License
LANGUAGES
English - Fluent
WORK AUTHORIZATION
I am authorized to work in the following countries:
• United States
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