patient care resume example with 20 years of experience

Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,

Team-oriented individual promoting exemplary presentation, project management and risk oversight skills. Demonstrative Scrum Master with background communicating effectively with and leading high-performance teams. Considered expert in prioritizing tasks and optimizing workflows.


+ SSGI Certified Scrum Master (CSM) + SSGI Agile Management Professional (AMP) + GRCP Certification + CISSP + Access Database + Microsoft Word + Excel + Word + PowerPoint

  • 20+ years of Customer Service Management and 4+ year of Scrum Master experience
  • End to End project management experience for varying technologies – Founder Member of Memorial Herman Cypress Hospital
  • Keen planner, strategist and implementer with demonstrated success in end-to-end project management and ensuring effective management of various resources to meet project specifications
  • Strong problem solving & technical skills coupled with confident decision making for enabling effective solutions leading to high customer satisfaction and low operational costs
  • Providing leadership, direction, strategy and vision in areas of technology and product development to facilitate and enable growth and business agility
  • Significant experience working with local as well as overseas customers, project managers and technical teams for securing & executing concurrent projects
  • Handling end to end management of multiple projects from conceptualization and visualization to technology mapping and final execution of projects
  • Managing and leading team members; allocating resources among team members and guiding team members during projects, till final delivery
  • Holding review meetings to monitor progress of projects as per schedule / budgets, and ensuring timely completion and delivery of project to clients
  • Proactive in sensing risk, and work on several mitigation plan, Track and communicate updates on sprint/release progress to project stakeholders.
  • Domain expertise includes Cards, Payment Services & Wealth Management under Banking & Financial Services and HIPAA transaction and code set rules under Healthcare.
  • Motivated, thorough, dependable and well-organized team player with good interpersonal skills.
  • Possess good communication skills and fast learning skills with such delicate appetite to grasp and adapt to changing technologies.
  • Insightful knowledge of business process analysis and design, re-engineering, process rationalization, cost control, capacity planning, performance measurement and quality.
  • Providing insights and taking part in Business Development activities like responding to proposals, cost-benefit analysis etc.
  • Conducting system study and coordinating with team members for requirements mapping, system design & integration, implementation, etc.
Key Accomplishments
  • Organized and facilitated overall Release and Sprint planning - including daily stand-ups, reviews/demos, and retrospectives. Product owner satisfaction increased by 90% throughout the progress of the project.
  • Brought in Agile best practices such as continuous integration, code/design reviews, transparency, accountability, Jira tracking, product visioning, technical debt reduction, self-management, empowerment and role training resulting in realized velocity improvement of more than 100% .
  • Mentored 50+ team members, leading them to be self-directed with strong accountability, decision making, conflict resolution, and transparency. Achieved 100% employee satisfaction engagement within the 1st year upon opening facility.
  • Performed Requirement analysis & estimation, prepared project management plan, monitored & controlled project as per plan. As a result, Patient Experience increases, which is another bonus metric in FY23.
  • Contributed in resource management, status reporting, onsite-offshore liaison, customer expectation management and managing cost & schedule which increased customer satisfaction by 95%.
  • Received several client accolades for successful project management.
  • Recognized and rewarded with “Star of the Year” Award couple of times, which increased my work performance by 110%.
Expected in 12/2023 to to Bachelor of Science | Cyber Security And Information Assurance Western Governors University, Salt Lake City, UT GPA:
Expected in 05/2022 to to Associate of Arts | Communications Lone Star College System, Spring, TX GPA:
Expected in 05/2022 to to Associate of Science | Information Technology Lone Star College System, Spring, TX GPA:
01/2017 to Current Patient Care Jpmorgan Chase & Co. | New Orleans, LA,
  • Founding member of Facility grounds
  • Identified process changes required to accelerate development and remove major impediments. Facilitated surgery calls following Agile process that gained customer satisfaction by 95%.
  • Protected team from over-commitment, managed surgeries, prioritized resolution of delays/late starts
  • Constant, effective communication to unblock the team and make sure the team remains on task at hand.
  • Mentored 25 member teams, leading them to be self-directed with strong accountability, decision making, conflict resolution, and transparency.
  • Facilitated meetings to iron out blockers,and helped the team to make better use of these time and estimate more effectively, thus ensuring a healthy sprint progress.
  • Kept the teams focused on the sprints priorities, business values, and protecting team from over-committing
  • Communicated team status/progress via Release/Burndown charts, Story Acceptance rate and defects and make sure the stakeholders are aware of what is going on.
  • Built the team’s agile knowledge and empower the team to make process improvements captured in sprint retrospective meetings.
  • Performed an active coaching role for organization wide Agile implementation and embracement.
08/2007 to 01/2017 Team Lead Newman-Crows Landing Unified | Newman, CA,
  • Responsible for development and maintenance of comprehensive system as per business specifications to track and manage the store activities of all Walgreens District stores and work Attendants as it pertains to profile, training, qualification, absence, unavailability, and other pertinent job related tasks.
  • Facilitated framework – sprint planning, backlog grooming, daily meetings, sprint reviews, and business retrospectives.
  • Coached 10 teams in Agile practices and provided necessary training to create positive mindset to Agile methodologies, increased customer satisfaction by 30%.
  • Streamlined and optimized workflow and communication by implementing Agile frameworks.
  • Acted as go-to resource for engineering team, providing clarity on tasks, gathering missing assets or requirements and handling project changes.
05/2003 to 08/2007 Computer Technician Assistant Louisiana State University | City, STATE,
  • First assignment
  • Refurbished of 100+ PC systems and peripherals such as monitors, networking equipment, printers, and more. Improved quality of workplace for university students and staff for rapid satisfaction.
  • Responded to 50+ support requests from end-users and patiently walked individuals through basic troubleshooting tasks. Achieved mastery status and recognition by dean of University and increased awareness of technology products and services across functions.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Collaborated with product owners, team members, technologists, and other scrum masters to define solutions and drive progress.
  • Applied agile methodology to shorten cycle time by 1 week and achieve target margins at 125% success rate.

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Resume Overview

School Attended

  • Western Governors University
  • Lone Star College System
  • Lone Star College System

Job Titles Held:

  • Patient Care
  • Team Lead
  • Computer Technician Assistant


  • Bachelor of Science
  • Associate of Arts
  • Associate of Science

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