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director scrum product owner resume example with 19+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Professional Summary

Talented Director of Operations with excellent client and project/program management skills. Reduced over $300 million in year over year expenses and generated $54 million in annual revenue based on technology enhancements and process improvements. Action-oriented with strong ability to communicate effectively with technology, executive, and business audiences. Results-oriented with emphasis on overall customer satisfaction. Core Qualifications include Customer Service, Workflow Planning, Change management, Operations Management, Staff training/development, Project Management Policy/program development, Strategic Planning, Cross-functional team management, Cost Reductions, Communication Skills, and Analytical Skills.

Skills
  • Microsoft Office Suite
  • SQL, VB, and C++
  • SQL Analyzer
  • Knowledge of CRM, Salesforce, Mainframe Applications, IVRU, Call Routing
  • Advanced problem solving
  • Project planning and development
  • Business process re-engineering
  • Strategic planning and execution
  • Process improvements
  • Performance Analysis
  • Employee scheduling
  • Employee reviews
  • Scheduling
  • Effective leader
  • Business Development
  • Collaboration
Work History
Director - Scrum Product Owner, 11/2021 - Current
Mckesson Corporation IL, State,
  • Owned and prioritized product backlog.
  • Managed implementation of new features by outlining plans and specifications such as how, where and when each component would work.
  • Documented each step in product's design process for use in manuals.
  • Contacted proper stakeholders to share changes to project scope and timelines.
  • Managed multiple projects effectively in demanding environment with tight deadlines.
  • Brainstormed with peers and other members of design team to determine enhancements and product features.
  • Suggested enhancements to product design that would improve user experience.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Coordinated with software developers to create custom applications and trackers to achieve client goals.
  • Eliminated 13,000 calls per month into Customer Support centers
Director of Operations, 07/2018 - 11/2021
Frontier Communications City, STATE,
  • Developed and implemented technical application support and information technology policies and procedures that advanced investment needs, outcomes and performance measurements to balance continuous innovation with responsible risk-taking.
  • Defined, implemented and revised operational policies and guidelines.
  • Owner of Back Office Workflow Manager system currently maintaining cost avoidance of $50M in company expense with automated work distribution and order mechanization.
  • Oversaw day-to-day production activities in accordance with business objectives.
  • Set team and individual KPIs and provided regular, actionable feedback.
  • Devised new promotional approaches to boost customer numbers and market penetration while enhancing engagement and driving growth.
  • Assessed performance management structures and implemented enhancements to improve frameworks and strengthen results.
  • Analyzed technology, resource needs and market demand to plan and assess feasibility of company projects.
  • Evaluated performance, adjusted strategies and maintained agile, sustainable operations.
  • Analyzed department and job-related functionality requirements to align technology priorities with business needs.
  • Established, managed, balanced and oversaw performance targets for call center associates.
  • Modernized and improved operational procedures to increase productivity and profitability while tightly controlling costs.
  • Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
Operations Manager Sr./Project Manager, 07/2010 - 07/2018
Frontier Communications City, STATE,
  • Manage team of 11 management employees.
  • Project Manager of 30+ projects resulting in $8 million in savings/cost avoidance.
  • Gathered and documented requirements for 15 projects.
  • Initiated and created new client based Offline work distribution system to achieve $40 million in year over year cost savings.
  • Organization liaison between IT and Call Center.
  • Partnered with Product Marketing, Legal, Regulatory, Finance and Regional Teams on multiple projects.
  • Increased profits by enhancing and managing sales program resulting in $54 million in annual revenue.
  • Trained and mentored staff to ensure smooth adoption of new programs.
  • Program Manager of back office call center work distribution system with 1500+ users and 20+ centers.
  • Developed and rolled out new policies.
  • Directed back office call centers on intraday work management.
  • Created and analyzed call center reporting for metrics, employee productivity, force to load modeling, and volume statistics.
  • Reined in project costs while meeting key milestones.
Operations Manager/Project Manager, 03/2002 - 07/2010
Verizon Communications City, STATE,
  • Developed organizations first mechanized work assignment/distribution system, improving customer commitments by 88%.
  • Managed team of 8 management employees.
  • Project Manager of 52+ back office strategic initiatives achieving $300 million in expense reductions.
  • Departmental liaison with Legal, Regulatory, Compliance and IT Teams to create Continuous Process Improvement Team.
  • Hired and trained 2 system analysts, 2 requirement gatherers, and 1 project manager.
  • Program Owner of back office call center workflow distribution system with 1500+ users.
  • Trained and mentored staff to ensure smooth adoption of new programs.
  • Developed and initiated projects, managed costs, and monitored performance.
Education
Associate of Arts: Project Management, Expected in 10/2006
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Project Management Institute - Newton Square,
GPA:
Status -
Affiliations
Accelerated PMI Preparation Intermediate Project Management/Planning, Scheduling and Control Intermediate Project Management/Taking Action Project Management - Introduction Requirements Fundamentals Requirements Gathering Techniques Time and Priority Management Professional Development: Choosing to Lead Collaborative Coaching Compliance - Information Security/Records Management - CPI Management Development Core Course Performance, Image and Exposure Understanding FCC CPNI Rules Certification: Project Management Professional - PMP (2006-2010)
Certifications
  • PMP - Project Management Professional
  • Certified Scrum Master, Scrum Alliance - October 2021
  • Certified Product Owner, Scrum Alliance - November 2021


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Resume Overview

School Attended

  • Project Management Institute

Job Titles Held:

  • Director - Scrum Product Owner
  • Director of Operations
  • Operations Manager Sr./Project Manager
  • Operations Manager/Project Manager

Degrees

  • Associate of Arts

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