Project Manager, Scrum Master, Product Owner Resume Example
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PROJECT MANAGER, SCRUM MASTER, PRODUCT OWNER
Professional Summary
Exceptional Project Manager successful at directing change management initiatives requiring fast-paced execution. Dedicated team player skilled at mediation and conflict resolution. Desires the opportunity to revamp processes and procedures and increase efficiency and product quality.
Skills
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Work History
Project Manager, Scrum Master, Product Owner, 09/2015 to Current
Accenture – Kirkland , WA
Accenture – Kirkland , WA
- Manage project proposals from multiple business units.
- Work with Product Owners and business units to gather business requirements.
- Assess vendor products and maintain positive vendor relations.
- Work with IT to scope upcoming projects.
- Lead planning, review and retrospective sessions for Sprints and projects.
- Direct all phases on Infrastructure projects from scoping to implementation.
- Monitor timelines and flag potential issues to be addressed.
- Coordinate design meetings and decisions across 5 internal departments and teams.
- Implement a set of comprehensive tracking processes to monitor team performance.
- Collaborate with the Quality Assurance and Operations departments to ensure product is tested and deployed on schedule.
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Sr. Customer Service Analyst, Project Manager, 04/2015 to 09/2015
Salesforce.Com, Inc. – Indianapolis , IN
Salesforce.Com, Inc. – Indianapolis , IN
- Analyzed and reported data regarding customer contacts.
- Developed solutions to improve customer service when issues or trends arose.
- Traveled internationally to provide onsite support at offshore call centers.
- Customer Service point of contact on company and global projects.
- Developed two executive presentations and reports to facilitate project evaluation and process improvement.
- Supervised the work of 30 team members, offering constructive feedback on their work performance.
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Customer Service Analyst, 04/2014 to 04/2015
Universal Health Services – South Boston , VA
Universal Health Services – South Boston , VA
- Analyzed and improved policies and procedures to improve customer satisfaction.
- Implemented and trained offshore call center on process updates.
- Agile product management - product owner of Order Management system.
- Developed project specifications.
- Investigated trends in contacts.
- Communicated with internal departments to make changes to improve customer experience.
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Customer Escalation Specialist, 02/2012 to 04/2014
Rakuten.com – City , STATE
Rakuten.com – City , STATE
- Resolved escalated customer contacts via email and phone.
- Assisted call center agents in following policies and resolving customer contacts.
- Collaborated with partners to improve services.
- Assisted in development of policy documents.
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Administrative Assistant/Patient Advocate, 01/2008 to 02/2012
Advanced Metabolic Care And Research – City , STATE
Advanced Metabolic Care And Research – City , STATE
- Communicated professionally with internal and external stakeholders
- Performed tasks across job lines to improve efficiency, operations and customer service
- Managed calendar and coordinated schedules for multiple doctors and offices
- Screened, answered, and routed all communication in a clear, concise manner
- Analyzed stakeholder concerns, conceptualized and implemented solutions to challenges
- Lead team members on special projects for the medical practice.
Education
MBA: Management, 2011
University of Phoenix -
GPA: GPA: 3.91
University of Phoenix -
GPA: GPA: 3.91
Bachelor of Arts: Mass Communications, 1998
York College of Pennsylvania - City, State
GPA: GPA: 3.59
York College of Pennsylvania - City, State
GPA: GPA: 3.59
- Minor in Marketing, Advertising, and Music Industry
Accomplishments
Venture
Capitalist Challenge Winner 2014
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Resume Overview
School Attended
- University of Phoenix
- York College of Pennsylvania
Job Titles Held:
- Project Manager, Scrum Master, Product Owner
- Sr. Customer Service Analyst, Project Manager
- Customer Service Analyst
- Customer Escalation Specialist
- Administrative Assistant/Patient Advocate
Degrees
- MBA : Management , 2011
Bachelor of Arts : Mass Communications , 1998
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