Scrum Master Resume Example

• Resolved customer service issues using company processes and policies and provided updates to customers.
• Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
• Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of clients/patients.
• Implemented and developed customer service training processes.
• Modernized and improved operational procedures to increase efficiency and profitability while tightly controlling costs such as labor and preventing waste.
• Maintained professional demeanor by staying calm when addressing unhappy or angry clients.
• Nteract with Health Care Workers, consumers, public and other professionals regarding their Quality concerns.
  
• Maintain customer relations via multiple means, written, verbal, phone calls and Contact customers as needed to provide updates to outstanding issues when necessary for further clarifying information or follow up.
  
• Acknowledgement patients/client of receipt and status of the complaint if needed.
• Efficiently Manage the process of the complaint handling system including, receipt of complaints from all sources and all in process steps including data entry.
• Utilized computer programs to create invoices, letters and other documents.
• Monitored flags and resolved urgent items with accuracy and efficiency.
• Produced and mailed monthly statements to customers and assisted with related requests for information and clarification.
• Developed and implemented productivity initiatives, in addition to coordinating itinerary and scheduling appointments.
• Directed training and retraining of employees to boost performance and enhance business results.
• Managed quality programs to reduce overdue compliance activities.

• Monitored social media and online sources for industry trends.
• Resolved conflicts and negotiated mutually beneficial agreements between parties.
• Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
• Promptly responded to inquiries and requests from prospective customers.
• Played instrumental role in company-wide risk assessment efforts, supporting enhancements in business processes and controls.

Routing the complaint to appropriate location for further evaluation and Documenting of complaint into the complaint handling system.
Checking with appliance manufacturing team for complaint accuracy and content, correct information to process the complaint
Provide training to personnel involved in overall complaint process as directed by management.
trained customer service team on how to handle angry customer complaints
Contact the customer or vendor for further information or follow up. Verify insurance information to see if appliance complaint issues can be fixed

Negotiating with customers and Perform history check on previously submitted complaints by customer to ensure that the customer is receiving an appropriate closing response.

Provide feedback to management for compliant process improvement opportunities (e.g., complaints systems, final letters, escalations process, etc...)
Raise any escalated customer concerns to the next level of management

• Resolved customer service issues using company processes and policies and provided updates to customers.
• Checked status of orders and back-ordered products to coordinate efficient shipments.
• Researched product locations at different facilities to arrange and coordinate drop shipments.
• Applied highly effective selling skills while properly engaging and presenting solutions to customers.
• Calculated correct order totals, updated accounts and maintained detailed records for inventory management.

• Complied with all company-specific guidelines and performed hands-on nursing care to patients under RN supervision.
• Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
• Oversaw and maintained patients' rooms, group living areas and nurse stations.
• Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
• Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
• Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
• Monitored patient specimen samples and test results to effectively alert supervisors of potentially unhealthy changes.
• Oriented and trained new staff on proper procedures and policies.
• Maintained detailed records of test results by entering data and patient information into computer.
• Educated patients by providing medication and diet information and clarifying physicians' orders, answering questions thoroughly.
• Obtained necessary signatures on information release forms to obtain medical and treatment records from other service providers.
• Received and processed medical records requests.
• Reviewed charts and flagged incomplete or inaccurate information.
• Input data into computer programs and filing systems.
• Managed system conversion and maintained minimal downtime during updates.
• Received and routed medical records.
• Implemented care and efficiency improvements to support and enhance office operations.
• Communicated clearly and effectively with patients to verify information, determine purpose of visit and record medical history.