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Customer Service Project Manager Resume Example

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CUSTOMER SERVICE PROJECT MANAGER
Experience
08/2007 to CurrentDepartment on Disability ServicesWashington
  • Seasoned Scrum Manager with hands on knowledge of Waterfall and Agile methodology.
  • Managed an international team of developers and launched a new online web community.
  • Lead integration of processes for US firms merger with an Indian company, expanding global education, marketing & sales training services in the pharmaceutical/medical devices industry.
  • Coordinated HR Events for Employee 'Life and Work Balance' Program.
  • Bi-lingual in English and French Support the product development process:.
  • Manage three maintenance programs having monthly releases.
  • Track & Report daily progress and program status to management.
  • Protect teams and keep them focused on tasks in hand.
  • Remove impediments to allow team to deliver the business objective.
  • Ensure scrum process used as intended - enforcer of rules.
  • Organize and facilitate project planning, daily stand up meetings, reviews, retrospectives, sprint and release planning, demos and other meetings.
  • Track and communicate team velocity and sprint/release progress within the agreed reporting framework.
  • Maintain process documentation.
  • Support and enforce the Agile methodology and framework used by the project team.
  • Fulfill the role of the Scrum Master, leading product development teams in the delivery of business critical, enterprise software development projects to our production systems.
  • Ensure the Scrum Framework is implemented effectively and provides coaching and training at the team level to maximize its benefits.
  • Support the Product Owner.
  • Assist with product backlog maintenance as needed.
  • Assist with internal and external communication to improve transparency.
  • Assist with prioritization and resolution of defects/bugs.
  • Assist with the launch plan and overseeing the coordinated roll out and delivery.
  • Support the Scrum Team.
  • Assist with making appropriate commitments to deliver business value through story selection, definition of tasks and estimation.
  • Participate proactively in developing and maintaining standards, tools and best practices.
  • Identify and remove impediments.
  • Facilitate team discussion and conflict resolution.
  • Help the team to learn from experience.
  • Empower the team to self-organize.
  • Provide support with risk management, release management, facilitate release planning activities,.
  • Adopt a positive attitude about Agile processes, ensure tasks are flowing from one phase to the next, facilitate the basics of the process (i.e.
  • transparency, project information is current, impediments are being eliminated).
  • Conduct Scrum team training, retrospective workshops, Lean software development workshops for infrastructure teams.
  • Analyze and articulate complex subject matter via white papers and presentations, enabling the ease of comprehension by customers and all stakeholders.
  • Maintain an in-depth knowledge of customer's lifecycles, standards, and supporting processes and practices.
  • Support the development and execution plan to support the transformation to Agile methodology, including development of processes, templates, artifacts, training materials, and lessons-learned.
  • Ensure HIPAA violations do not occur within the program by taking a proactive role in the constant vigilance and rigor to emphasize HIPAA compliance throughout all levels of the program (systems, personnel, and data).
  • To be fully aware of all PHI/PII within their respective program and how it is protected.
  • Provide continuous training to ensure all staff understand and can execute their role in HIPAA compliance.
  • HIPAA compliance is to be prioritized over project schedules.
  • Working with their program security lead, ensure all required safeguards are in place.
  • Require and support developers' use of secure coding practices (as applicable to program SOW).
  • Be fully conversant (and ensure staff are trained) on breach notification procedures for your program
Customer Service Project Manager11/2006 to 07/2009Ashlin Management GroupGreenbelt, MD
  • Represent business interests in a project environment.
  • Provide management of professional services customer engagements.
  • Business management activities include acting as the main customer interface, coordinating all professional service project engagement deliverables.
  • Interfacing with subcontractors, internal associates, customer resources and vendors, establishing and meeting schedules, and ensuring and measuring customer satisfaction with the professional services engagements.
Product and Service Program Manager01/2005 to 11/2006Nine SolutionsLanham, MD
  • Oversaw the development of new product line of Web-based digital and imaging applications.
  • Developed technical platform, marketing, and business partnerships.
  • Supervised virtual team of 30 people in US, Canada, Japan and Ukraine.
  • Conducted executive briefings and cross-group updates for management, clients, and partners.
  • Created contingency plans and risk management protocols for new product line.
Quality Assurance Analyst
  • Created company's quality assurance team, improving client satisfaction by 50 percent.
  • Developed standards and guidelines for quality control.
  • Implemented and analyzed testing for product enhancements and defects in proprietary Learning software.
  • Created and executed quality assurance test plans to ensure that applications meet user requirements.
  • Led test plan review sessions with the development team.
  • Managed project timetable, including status reporting, estimating project hours, documenting actual and remaining project hours.
  • Reviewed design specifications, interacted with designers and developers.
  • Defined, implemented and refined quality assurance testing methodologies.
Education
Scrum Alliance Certified Scrum Master (CSM) and an active member Project Management Institute Project Management Professional (PMP) and an former member of PMI Quality Assurance Institute QA Training Program and a former member of QAI: Project ManagementJanuary 2014Nine Solutions InstituteLanham, MDProject Management
Master's Degree: Education/TeachingSeptember 1992University Of YaoundeEducation/Teaching
Professional Affiliations
Professional Development Course: Project Management *Project Management Training *Member of the Project Management Institute (PMI)
Skills
Agile, articulate, Balance, benefits, Bi, Business management, coaching, conflict resolution, client, clients, customer satisfaction, delivery, documentation, English, estimating, French, HR, imaging, marketing, marketing & sales, meetings, enterprise, next, personnel, presentations, processes, product development, coding, progress, Project Management, project planning, protocols, quality assurance, QA, quality control, reporting, risk management, Scrum, software development, white papers, training materials, workshops
Additional Information
  • INTERESTS AND ACTIVITIES
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Resume Overview

Companies Worked For:

  • Department on Disability Services
  • Ashlin Management Group
  • Nine Solutions

School Attended

  • Nine Solutions Institute
  • University Of Yaounde

Job Titles Held:

  • Customer Service Project Manager
  • Product and Service Program Manager
  • Quality Assurance Analyst

Degrees

  • Scrum Alliance Certified Scrum Master (CSM) and an active member Project Management Institute Project Management Professional (PMP) and an former member of PMI Quality Assurance Institute QA Training Program and a former member of QAI : Project Management January 2014
    Master's Degree : Education/Teaching September 1992

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