Operations Manager Scrum Master

Chisom Garrison

Franklin, TN ******.***********@*****.*** 615-***-**** linkedin.com/in/chisom-garrison SUMMARY

Operations Manager with 10+ years of experience leading cross-functional teams, introducing new systems, and building processes that cut wasted time and improved delivery. With certifications in Scrum and a strong background in operations and team leadership, I bring both structure and flexibility to fast-moving environments. PROFESSIONAL EXPERIENCE

Operations Manager June 2022 - Present

Enablecomp Franklin, TN

● Directed operational transformation across three cross-functional teams by implementing Agile and Kanban frameworks, improving throughput by 20% and raising stakeholder satisfaction by 35%.

● Spearheaded enterprise rollout of Jira and Confluence dashboards to standardize reporting, driving 100% on-time delivery of high-priority initiatives across consecutive quarters.

● Orchestrated quarterly PI Planning and strategic alignment sessions, ensuring business goals were translated into operational roadmaps and accelerating delivery timelines by 18%.

● Established centralized knowledge base in Confluence, cutting repetitive inquiries by 40% and reducing new hire onboarding time by 25%.

● Conducted workflow mapping and backlog refinement workshops to build a 3-sprint-ready pipeline, improving resource allocation and velocity predictability by 30%.

● Developed competitive analysis and market research framework to guide operational priorities, leading to three product enhancements adopted by more than 70% of users. Operations Lead January 2019 – April 2022

Progressive Insurance Murfreesboro, TN

● Facilitated daily operations and Agile ceremonies for three delivery teams, improving collaboration and reducing cycle time by 22% through standardized processes.

● Built integrated Jira-Confluence reporting dashboards to deliver real-time operational visibility into velocity, burndown, and release forecasting, strengthening executive decision-making.

● Optimized backlog management practices (INVEST, DEEP), reducing missed sprint goals by 15% and saving over 5 hours weekly in refinement sessions.

● Partnered with UX and product teams to conduct journey mapping, uncovering inefficiencies and implementing changes that increased satisfaction ratings by 15%.

● Led 10+ workshops to coach stakeholders on Agile and operational best practices, raising maturity levels and reducing project blockers by 25%.

● Designed mentorship and succession planning initiatives that resulted in four analyst promotions in six months, strengthening team capability and reducing turnover risk. Operations Coordinator January 2013 – July 2015

Main Guard Security Remote

● Partnered with sales, support, and engineering teams to align operations with client needs, reducing churn by 20% and improving retention.

● Directed quarterly business reviews with 10+ enterprise accounts, identifying process gaps and influencing enhancements that raised satisfaction by 30% year-over-year.

● Established client feedback loops that increased submissions by 30%, directly shaping operational improvements and increasing adoption.

● Delivered client support with a 95% satisfaction rate, capturing insights that guided operational strategy and backlog prioritization.

● Built cross-functional collaboration frameworks that reduced escalations by 40%, boosting stakeholder alignment. EDUCATION

MA in International Affairs Middle Tennessee State University BS in Economics University of Nigeria, Nsukka

Certifications: Professional Scrum Master 1 (PSM 1), Certified Scrum Master 1 (CSM 1) SKILLS

Operations & Strategy: Business Process Optimization Operational Excellence Strategic Planning KPI Tracking Workforce Management Resource Allocation Change Management Agile & Project Delivery: Agile Operations Scrum Kanban Program Increment (PI) Planning Backlog Prioritization Continuous Improvement Risk Mitigation Coaching & Facilitation Tools & Analytics: Jira Confluence SQL Data Analytics Reporting Dashboards Market Research Forecasting Process Automation

Stakeholder Engagement & Leadership: Cross-Functional Collaboration Executive Communication Client Engagement Team Development Mentorship & Training Conflict Resolution Performance Management

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