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Scrum Master Resume Example

Resume Score: 80%

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SCRUM MASTER
Professional Summary

I am a Certified Scrum Master with definitive leadership qualities, a servant leader with strong critical thinking and decision making skills. Versatile Management Analyst with advanced knowledge of financial, business development and operational areas. Steps into new areas with adaptable approach. Knowledgeable and dedicated customer service professional with extensive experience satisfying Customers, Stakeholders or Owners. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Skills
  • Customer service
  • Problem resolution
  • MS Office
  • Process improvement
  • Budgets
  • Communications
  • Data collection and analysis
  • Technical Support
  • HIPAA Compliance
  • Medical Records Management
  • Enterprise application integration
  • Business Needs Analysis
  • Spreadsheets
  • Competitive analysis
  • Financial Management
  • Risk identification
  • Customer interaction
  • Development team trainings
  • Reporting template development
  • Operational improvement
  • Team building
  • Relationship development
  • Quality assurance
  • Web development technologies
  • Project Management
  • Scrum methodology
  • Scrum and Agile proficiency
  • Agile scrum environments
  • Order management
  • Telephone etiquette
  • Status updates
  • Interpersonal communications
  • Coaching and mentoring
  • Medical terminology knowledge
  • Order fulfillment
  • CRM
  • Shipping procedures understanding
  • Complaint resolution
  • Credit card processing
  • International sales support
  • Strategic sales knowledge
  • Good listening skills
  • Creative problem solving
  • Technical analysis
  • System Development and Administration
  • System Development and Administration
  • Operating systems
Work History
Scrum Master, 06/2019 to 06/2020
Pearson – San Antonio, TX
  • Led sprint reviews, daily scrums and planning meetings to realize full team engagement.
  • Evangelized Agile as strategic asset of culture and business value, inspiring teams in implementation of new tools and techniques
  • Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews and sprint retrospectives.
  • Drove Scrum team progress to overcome obstacles and realize success throughout life of each sprint.
  • Collaborated with product owners, team members, technologists and other scrum masters to define solutions and drive progress.
  • Provided extensive guidance on Agile scrum processes and methodologies to highly effective teams with goals of improving quality and productivity.
  • Assessed each scrum team member's responsibilities and delegated tasks to balance each employee's workload.
  • Managed product backlog and supported Scrum framework for monthly sprint releases.
  • Applied agile methodology to shorten cycle time and achieve target margins.
  • Managed and motivated project teams to promote collaboration and keep members on-task and productive.
  • Closely collaborated with project members to identify and quickly address problems.
  • Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.
  • Enforced alignment of project strategy with business objectives and made modifications to promote efficient project completion.
  • Investigated and corrected or escalated project problems.
Project Coordinator, 06/2017 to 05/2019
Health Texas Medical Group – San Antonio, TX
  • 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.
Customer Analyst, 05/2016 to 05/2017
Whirlpool – Cleveland, TN
  • 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.
Medical Assistant/ CNA, 09/2014 to 01/2017
ResCare Inc. – Cleveland, TN
  • 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.
Education
MBA: Business Administration And Management, 05/2017
Lee University - Cleveland, TN
Pre MBA: Accounting And Business Management, 05/2015
Lee University - Cleveland, TN
Bachelor of Business EducationObafemi Awolowo University - Nigeria
Certifications

CertifiedScrum Master

Trainings

Business Analyst Training (Healthcare)

PMP Certification in View

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DISCLAIMER

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.

Resume Overview

Companies Worked For:

  • Pearson
  • Health Texas Medical Group
  • Whirlpool
  • ResCare Inc.

School Attended

  • Lee University
  • Obafemi Awolowo University

Job Titles Held:

  • Scrum Master
  • Project Coordinator
  • Customer Analyst
  • Medical Assistant/ CNA

Degrees

  • MBA : Business Administration And Management , 05/2017
    Pre MBA : Accounting And Business Management , 05/2015
    Bachelor of Business Education

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