Customer Service Scrum Master
Resume:
EDUCATION
M. MCLAUGHLIN
CONTACT
*******@*****.***
Washington, DC
SKILLS
Project Management
Public Relations
Salesforce Expertise
Data Entry Accuracy &
Confidentiality
Process Improvement &
Appointment Coordination
Time Management
Leadership
On Schedule Delivery
Critical Thinking
Risk Management
Case Documentation & File
Management
Ability to create technical &
procedural documentation
PRESENT
Conflict Resolution/ Meeting
Facilitation
Business Etiquette
Business Ethics
CSM Certification/ Scrum
Master
RMF Courses
Scrum Alliance
English (Fluent)
Spanish (Intermediate) April ‘26
LANGUAGES
WORK EXPERIENCE
REFERENCES-UPON REQUEST
PROFILE
Personable and resourceful professional with a strong background in customer service, client relations, and administrative support. Skilled in guiding individuals through intake processes, documenting sensitive information with accuracy, and ensuring a smooth onboarding experience.
Experienced in using CRM systems, scrum, coordinating across teams, and providing empathetic, solutions-focused support. Recognized for excellent communication, confidentiality, and problem solving abilities that foster trust and improve client satisfaction.
JBGSmith 2022 - PRESENT
Concierge/ Customer Service Representative
Multichannel customer service (phone, email, chat) Technical troubleshooting and problem-solving
CRM and help desk software (Zendesk, Salesforce, Yardi etc.) User onboarding and training
Team collaboration
Process improvement
Microsoft Office Suite
Remote support tools (TeamViewer, LogMeIn)
Strong multitasking and time management
Empathy, patience, and active listening
ACHIVEMENTS:
Boosted Team Productivity at JBGSmith
Enhanced Customer/Guest Satisfaction
Team Collaboration and Skill Development that fostered a culture of continuous learning at JBGSmith
Remote Team Performance: Successfully coordinated remote and hybrid teams using tools l ike Slack, Zoom and Microsoft Teams, maintaining team cohesion and increasing communication efficiency by 30% in distributed the work environments at QIA Collaborated with product and IT teams to incorporate customer feedback, resulting in new feature l aunches and improved user experience at QIA
Implemented a new customer feedback system, resulting in a 15– 25% improvement in service delivery and satisfaction at QIA JANUARY 2026
Comptia Security+
Quality Health Insurance/ QIA
Administration Assistant/Analyst
2016-2022
Organized appointments and schedules for team
Head of logistics and operations/communication division Evaluate enterprise security risks and provide
recommendations for maturing and evolving the
continuous monitoring program to proactively identify and mitigate risks
Oversaw Cybersecurity RMF requirements and
implemented long term goals
Contact this candidate