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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
  • Project planning and development
  • Team building
  • Agile Software Development
  • Procedure development
  • Personable
  • Dependable
  • Dedicated team player
  • JIRA and Confluence Software
Work History
Project Manager, Scrum Master, Product Owner, 09/2015 to Current
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
  • 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
  • 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
  • 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
  • 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

Bachelor of Arts: Mass Communications, 1998
York College of Pennsylvania - City, State
GPA: GPA: 3.59

  • Minor in Marketing, Advertising, and Music Industry
Accomplishments
Venture Capitalist Challenge Winner 2014
Build Your Own Now

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Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

How this resume score could be improved?

Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:

83Good
Resume Strength
  • Completeness
  • Word choice
  • Measurable results
  • Strong summary
  • Typos

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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