Project Manager Scrum Master Product Owner resume example with 13+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - -
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.
Work History
08/2015 to Current
Project Manager, Scrum Master, Product Owner 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.


03/2015 to 08/2015
Sr. Customer Service Analyst, Project Manager 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.


03/2014 to 03/2015
Customer Service Analyst 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.


01/2012 to 03/2014
Customer Escalation Specialist 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.


2008 to 01/2012
Administrative Assistant/Patient Advocate 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.

Expected in 2011
MBA: Management
University of Phoenix - ,
GPA: GPA: 3.91

Expected in 1998
Bachelor of Arts: Mass Communications
York College of Pennsylvania - York, PA
GPA: GPA: 3.59

  • Minor in Marketing, Advertising, and Music Industry
  • Project planning and development
  • Team building
  • Agile Software Development
  • Procedure development
  • Personable
  • Dependable
  • Dedicated team player
  • JIRA and Confluence Software
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


  • MBA
  • Bachelor of Arts

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