Scrum Master Customer Service

Personal Statement:

Dynamic Mechanical Engineer, Customer Service Lead, and Certified Scrum Master with over 11 years of expertise in Product Development & Design, 3+ years in Customer Service, and recent Agile/Scrum leadership experience. Skilled in wiring harness design, product engineering, and client engagement, with a proven track record of driving cross-functional collaboration, optimizing design processes, and delivering projects on time. Recognized for strong communication, leadership, and the ability to bridge technical and customer-facing roles effectively.

Education

Bachelor of Engineering (B.E.), Mechanical Engineering, Periyar University, Salem, Tamil Nadu, India

Technical Skills:

Design Tools: CATIA V5, Pro-E/Wildfire, Smaragd (PLM), Pro/Intralink, Capital Harness System (CHS – Basics)

Agile/Project Tools: Scrum Master (CSM), Agile Methodologies, Variant Management

Productivity Tools: Microsoft Excel, PowerPoint, Word

Work Experience

System Engineer / Scrum Master

ThinkTime Technology Pte Ltd, Salem, India Jan 2025 – May 2025

Key Responsibilities

Acted as Scrum Master, facilitating daily stand-ups, sprint planning, retrospectives, and ensuring adherence to Agile best practices.

Coordinated with cross-functional teams to track project progress, remove impediments, and drive timely delivery.

Assisted in system installation, configuration, and troubleshooting to support business operations.

Monitored system performance, identified improvement opportunities, and implemented solutions to reduce downtime.

Maintained project documentation and communicated effectively with stakeholders.

Key Achievements

Successfully guided the team through multiple sprints, improving collaboration and delivery efficiency.

Enhanced system reliability by proactively resolving technical issues.

Strengthened Agile practices within the team, contributing to better workflow and productivity.

Customer Service Lead, Training Department

Avanta Global Pte Ltd – Singapore Oct 2020 – Jun 2024

Key Responsibilities

Delivered end-to-end assistance to clients throughout the training lifecycle, ensuring smooth registration, scheduling, and course completion.

Processed and verified trainee entry requirements and supporting documents in compliance with organizational and regulatory standards.

Responded promptly to customer inquiries via phone and email, achieving high satisfaction ratings through proactive service.

Provided onboarding and on-the-job training to new hires, improving team efficiency and service quality.

Coordinated with internal departments to resolve escalations and ensure timely delivery of services.

Maintained accurate records of customer interactions, feedback, and documentation in company systems.

Key Achievements

Recognized for consistently delivering excellent client support and meeting service-level agreements (SLAs).

Streamlined trainee registration and verification process, reducing turnaround time.

Helped improve customer satisfaction scores by handling complex queries with professionalism.

Manager, R&D – Product Engineering & Entire Vehicle

Daimler India Commercial Vehicles (DICV) Chennai, India Nov 2012 – Apr 2016

Key Responsibilities

Led a team of Engineers in new product design and end-to-end product development of wiring harness systems for commercial vehicles.

Oversaw design, validation, and release of electrical systems, ensuring compliance with global Daimler standards.

Partnered with suppliers and cross-functional counterparts to review designs, resolve technical issues, and drive continuous improvements.

Coordinated with manufacturing teams to resolve production issues and supported aftermarket service teams in addressing field concerns.

Managed variant optimization and master harness design, reducing wiring harness variants and cutting costs significantly.

Represented the team in internal and external forums, providing technical leadership and driving decision-making.

Key Achievements

Awarded “R&D Achiever of the Month” (Feb 2016) for outstanding contributions to product engineering.

Successfully implemented wiring harness variant reduction strategy, leading to notable cost savings for DICV.

Improved cross-department collaboration by establishing structured communication channels between R&D, suppliers, and production teams.

Strengthened team performance through mentoring, training, and effective workload distribution.

Team Leader & On-Site Coordinator (Client: Daimler India Commercial Vehicles – DICV)

KPIT Cummins Infosystems Ltd., Bangalore, India Jul 2008 – Nov 2012

Key Responsibilities

Led a team of engineers at the client site, managing day-to-day project execution and ensuring alignment with client expectations.

Acted as the primary liaison between KPIT Cummins (offshore team) and Daimler India (onsite team), representing the company in technical and managerial forums.

Supported wiring harness design and development for commercial vehicles, ensuring designs met quality, safety, and launch deadlines.

Coordinated cross-functional teams to address design changes, resolve technical issues, and support new product launches.

Assisted in resolving aftermarket requirements and field concerns, collaborating with client engineers for timely solutions.

Key Achievements

Built a strong client relationship, earning recognition for effective on-site coordination and delivery consistency.

Ensured on-time launches of multiple vehicle programs by streamlining communication between offshore and onsite teams.

Improved offshore team efficiency by standardizing processes and providing knowledge transfer based on onsite experience.

Lead Design Engineer, R&D

Harita TVS Technologies Ltd., Bangalore, India Jun 2004 – Jun 2008

Key Responsibilities

Led design and development projects for clients including TVS Motors (Hosur) and Ingersoll Rand (Bangalore).

Applied value engineering methods to optimize designs for cost, manufacturability, and performance.

Estimated project timelines, allocated resources, and assigned tasks to ensure on-time and high-quality delivery.

Ensured adherence to client requirements and organizational quality standards throughout the project lifecycle.

Built and mentored an offshore design team to meet evolving client needs.

Key Achievements

Successfully delivered multiple client projects on time while meeting stringent quality requirements.

Reduced design cycle time through implementation of process improvements and design optimization techniques.

Recognized for strong technical leadership and ability to manage client-driven project demands effectively.

Certifications & Training

Certified Scrum Master (CSM)

The 7 Habits of Highly Effective People – Professional Effectiveness Training

Time Management Training – Productivity & Prioritization Skills

5S Workplace Organization – Lean Methodology for Process Improvement

Six Sigma Methodologies – Knowledge of Quality & Process Improvement Techniques

Personal Details:

Location (Irving, TX)

Languages (English, Tamil)

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