Scrum Master Project Management

ERIC UMLAUF

615-***-**** ****@******.**

www.linkedin.com/in/eric-umlauf

Greater Phoenix, Arizona

Project Management Scrum Master

Client Onboarding Implementation Management Client Education

Certified Scrum Master (CSM) and experienced Project Manager with a strong foundation in Agile methodologies, client onboarding, and cross-functional team leadership. Proven ability to drive project delivery, enhance customer experiences, and foster continuous process improvement across SaaS, tech, and logistics sectors. Recognized for proactive problem-solving, building high-performing teams, and bridging communication between technical and business stakeholders to deliver impactful solutions.

SKILLS EXPERIENCE ABILITIES

Scrum Framework (Daily Standups, Retrospectives, Sprint Planning, Backlog Grooming), Agile Coaching Servant Leadership Iterative Delivery Project Management Sprint Execution Team Facilitation Client Onboarding Implementation Management Stakeholder Communication Process Improvement Cross-functional Collaboration Risk Management Metrics & Reporting JIRA Salesforce Smartsheet Microsoft Office Suite Customer Advocacy Customer Success Management Training & Enablement SaaS, Cloud Solutions, FinTech, Supply Chain, eCommerce

INDUSTRY VERTICAL EXPERIENCE / INTEREST

Project Management • Cloud Solutions • SaaS • eCommerce • Digital Marketing • FinTech • Software • HealthTech • Telecommunications • Payment Products • Insurance • Logistics • Supply Chain • Scrum Master • Agile Framework

KEY PROFESSIONAL SKILLS

CUSTOMER SUCCESS CUSTOMER ADVOCACY

Utilizes data analysis to proactively initiate interventions to address any areas of concern in overall client health; including client experience and product adoption across the client's solution set.

Drives to exceed operational performance metrics and analyzes trends that impact the quality of service, relentlessly monitoring and managing a client's success.

Partners with customers to support the overall goal of reaching their desired outcome.

Establishes a trusted relationship with Customers to develop reference-able accounts.

Analyzes customer satisfaction results and develops process improvement initiatives.

Acts as an internal advocate for the client, helping to drive support and change, when necessary, to help the customer achieve their business objectives.

IMPLEMENTATION MANAGEMENT CLIENT ONBOARDING PROJECT MANAGEMENT

Manages multiple client implementations simultaneously; performs system setup and configuration.

Works with clients to identify pain points and gaps to define an ideal future state for client deployment.

Provides training and enablement to clients to ensure effective administration and use of the solution.

Manages defects or problem resolution to drive implementations to completion.

ACCOUNT MANAGEMENT

Serves as a central point of communication with clients, providing for the accurate and timely flow of information between the client and the internal teams, ensuring that all milestones are met.

Utilizes active listening skills and strong business acumen to identify and understand customer's business challenges and requirements.

Clearly articulates highly complex technical solutions and benefits in a simple and engaging fashion.

Demonstrated ability to build trusting and lasting relationships with clients.

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PROFESSIONAL EXPERIENCE

Paychex Inc. Phoenix, AZ 2025– Present

Paychex is an American multinational industry-leading HCM company that provides a full suite of technology and advisory services in human resources, employee benefits, insurance and payroll.

Inside Sales Representative

Accountable for the end-to-end sales cycle, including prospecting, qualifying, demonstrating solutions, and closing new business to consistently achieve and exceed sales quotas. Worked to identify and understand receiving issues and get them correct so that customer impact was minimal.

Identified client needs and presented tailored Paychex solutions to key decision-makers through virtual meetings and outbound prospecting strategies.

Dell Technologies Nashville, TN 2024– 2025

Dell Technologies is an American multinational technology company specializing in consumer and business computer and networking solutions.

Account Executive (Account Manager)

Generating revenue by selling products or services to potential customers by phone, email or other virtual channels.

Identifying and qualifying leads, making sales presentations, negotiating deals and closing sales.

Conducting research on market trends and competitors' products.

Chewy Mount Juliet, TN 2023 – 2024

Chewy Inc. is an online seller of branded and private-label pet food and grooming supplies relying on technology and superior customer service.

Receiving Associate/ Problem Solver (Customer Success)

Employs technology to accurate receive merchandise and track mis received items

Worked with new associate as a SEAL (Safety, Engagement, and Learning) Team member to train to company standards and to create and foster the company culture

Worked to identify and understand receiving issues and get them correct so that customer impact was minimal

Helps to create new process paths that optimize productivity.

US Health Advisors Murfreesboro, TN 2023 – 2023

US Health Advisors sells individual health insurance plans and supplementary products.

Agent (Sales/Customer Success)

Employs basic AI technology to manage potential clients

Qualify potential clients for insurance products and navigate them through the underwriting process.

Assess the needs if potential and existing clients based on financial loss and recommend supplemental products

Maintains strict adherence to state insurance guidelines.

V. Alexander Nashville, TN 2019 – 2023

V. Alexander is a privately owned Global Supply Chain Management relying technology and superior customer service.

Import Specialist (Customer Success)

Employs technology to manage tracking overseas shipments.

Spearheads the import process to ensure timely delivery of shipments.

Negotiates shipping rates that are competitive and favorable to the customers

Maintains strict adherence to KPI’s to maintain compliance with governmental standards.

PFG PERFORMANCE FOOD GROUP Lebanon, TN 2019 – 2021

Performance Food Group Company (NYSE: PFGC) is a leading tech-enabled foodservice distribution company with a nationwide state-of-the-art network of over 100 distribution facilities.

Associate (Customer Success)

Employs technology to better manage and control perishable customer inventory.

Collaborates and works seamlessly with cross-functional teams in support of customer success and retention.

Develops and monitors metrics to improve the customer experience and mitigate potential issues.

Follows exacting customer inventory control procedures to retain the highest product quality.

CPI CARD GROUP Nashville, TN 2015 – 2018

A payment technology company and leading provider of credit, debit and prepaid solutions delivered physically, digitally and on-demand.

Account Manager & Implementation Specialist

Managed and oversaw two of the largest clients; implemented payment card production and services.

Liaised between clients and internal teams to deliver solutions according to customer requirements.

Identified incremental revenue opportunities that led to client retention and loyalty.

Developed and presented strategic initiatives to improve performance of key accounts.

Enabled a more efficient process by recommending changes in file transmissions with the client.

EDUCATION

THE PENNSYLVANIA STATE UNIVERSITY University Park, PA

BS Bachelor of Science – Business Administration

LICENSES AND CERTIFICATIONS

Tennessee Life and Health License

Scrum Alliance – Certified Scrum Master (CSM)

TECHNICAL PROFICIENCIES

Microsoft Office Suite (Word, Excel, PowerPoint, & Access) • Salesforce CRM • AS400 • Slack • G Suite • Wisecloud • Smartsheet • Onspring

Methodologies: Agile, Scrum, Kanban, Lean, Waterfall (basic understanding)

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