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Scrum Master Resume Example

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SCRUM MASTER
Professional Summary

Dynamic self-motivated Certified Scrum Master with experience leading multiple scrum teams with projects varying from the development to operational and maintenance phase. Dedicated to delivering exceptional internal and external stakeholder services. Strong drive to facilitate the development and delivery of quality products while continuously seeking ways to improve processes. Public Trust Security Clearance.

Work History
Company Name.City, StateScrum Master |06/2020 - Current
  • Collaborates with CEO and HR Operations Coordinator by providing input on ongoing projects and presentations
  • Facilitates agile ceremonies, including Daily Stand-Up, Backlog Refinement, Sprint Review and Sprint Retrospective
  • Leads two teams that oversees the development and maintains infrastructure services for all AWS accounts with the Small Business Administration
  • Coaches team on effective ways to use scrum processes to improve efficiency and optimize performance
  • Creates users stories to capture bugs, enhancements or features to be considered for prioritization by Product Owner
  • Evaluates project for impediments and risks, to plan and coordinate solutions to remove impediments and mitigate issues
  • Consistently guides team to deliver features and epics within timeline as determined in collaboration with Product Owner
  • Tracks and measures team metrics and works to drive improvements and innovate new approaches
  • Led an agile development team to establish integrity into the software product and development process for an entrepreneurial learning initiative platform for the Small Business Administration

Content Moderator| 01/2019 - 06/2020

  • Demonstrated exceptional interpersonal and communication skills to promote team collaboration and positive customer relations
  • Reviewed, assessed and resolved Support Center tickets submitted by internal and external personnel
  • Reviewed and tested software to meet or exceed functionality, design accuracy, and consistency standards and to identify bugs and troubleshoot issues prior to delivering shippable product increments

Highlights

  • Coordinated scheduling for COVID-19 content development and upload to the site, to meet delivery schedule
  • Spearheaded strategy for content transference and upload into enhanced content management system to meet end of year one project deliverables
  • Championed plan of action to identify and resolve 508 accessibility compliance issues
  • Established moderator and support center operating procedures in tandem with product owner and select SBA personnel
Company Name.City, StateFamily Investment Specialist I/II |10/2015 - 01/2019
  • Advocated on behalf of customers and applied policies and procedures in congruence with the Affordable Care Act to ensure customers received the maximum health care benefits
  • Assisted Maryland Emergency Management Agency with Command Center and Emergency Shelters operations to ensure safety of citizens of Maryland and neighboring states throughout a State of Emergency
  • Attended sessions with Secretary of Department of Human Service to discuss and offer advisement for future implementation and provide feedback for agency progression
  • Refined work skills, including: Effective Communication, Ethics, Leading Effective Meetings, Project Management, Public Speaking and Writing Like A Pro through a consistent commitment to seek and completed agency trainings
  • Conducted telephone interviews with the state's vulnerable population to screen eligibility for various supplemental programs
  • Fostered and maintained positive rapport with internal and external constituents; answered questions related to health insurance and quickly resolved issues within 48 hours
  • Supported the Executive Administration by carrying out administrative duties; Prepared detailed reports for ongoing and upcoming tasks; answered telephone and directed statewide inquiries from customers, internal offices, and other government agencies
  • Collaborated with Maryland Health Connection programmers to resolve system issues pertaining to Maryland Health Connect
  • Recommended system enhancements to Maryland Health Benefit Exchange for Maryland Health Connection
  • Tested scenarios and system enhancements, at the Maryland Health Benefit Exchange, prior to release
  • Verified and modified applications and system information to ensure accuracy of customer eligibility determinations
  • Developed and edited memos to update Local Department of Social Services personnel on policy and procedures for application processing; verified and ensured formatting, grammar and all pertinent documents were accurate and updated; liaison between internal and external stakeholders
Company Name.City, StateCustomer Service Team Member |07/2014 - 12/2016
  • Assisted more than 1,000 customers weekly with a high level of customer service; investigated and resolved customer issues
  • Developed innovative ways to collect donations, including organizing raffles and operating food stands throughout annual fundraisers for Whole Foods' foundations
  • Trained and provided on the-job training to 20+ new/existing employees, and implemented policies and procedures for cashiers to effectively perform their duties
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge
  • Coordinated and assisted with grand openings for new stores; greeted customers and assisted with questions
Certifications

Certified Scrum Master (CSM), Certified Scrum Product Owner (CSPO)

Skills
  • Customer Service
  • Jira and Confluence Competency
  • Strong Written and Verbal Communication
  • Critical Thinking
  • Adaptability
  • Agile Methodology and Scrum Framework
Education
Randolph-Macon CollegeCity2015Bachelor of Science: Economics/Business
  • Minor in Black Studies
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Resume Overview

School Attended

  • Randolph-Macon College

Job Titles Held:

  • Scrum Master
  • Family Investment Specialist I/II
  • Customer Service Team Member

Degrees

  • Bachelor of Science : Economics/Business

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