Project Manager, Scrum Master, Product Owner Resume Example

• 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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• 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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• 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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• 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.