Senior Business Analyst/Scrum Master Resume Honolulu, HI - Hire IT People

SUMMARY:

Cross - Functional Resource Management | End-to-End Call and Case Management
Business process/systems improvement specialist with demonstrated success analyzing, designing, and implementing innovative solutions for optimal performance, productivity, and user experience.
Keen ability to build strong collaborative relationships across all levels of an organization and inspire others to bring out their best.

KEY STRENGTHS AND EXPERTISE:

Strong Business Acumen and Technical Savvy | Relationship Building | Mentoring
Continuous Improvement | Process/Systems Reengineering | Change Management
Enterprise Level Engagements | Project Management | Global Contact Center Optimization
Agile SDLC | Salesforce.com/Custom CRM | Scrum Master | Jira Administration

PROFESSIONAL EXPERIENCE:

Confidential, Honolulu, HI

Senior Business Analyst/Scrum Master

Responsibilities:

Foster and maintain strong collaborative relationships between stakeholder, SMEs, and internal devops teams
Analyze and clearly document end-to-end DPAA Mission processes.
Conduct deskside interviews and discovery work sessions with key stakeholders, subject matter experts, end users.
Conduct twice weekly stakeholder Sprint backlog grooming/refinement sessions; daily huddles w development team.
Capture and prioritize actionable use case stories (requirements) via Jira PM tool. SDLC Agile Scrum/Kanban
Customize Jira workflow configuration, fields, filters. Install and manage Outlook for Jira.
Identify, analyze, format, map, align, and migrate source data from multiple agencies and repositories.
Manage ongoing DPAA CMS Sprint deployments (2-3 weeks); conduct Sprint retrospect
Conduct UAT Kickoff Meetings, UATs, UAT feedback sessions

Confidential, Honolulu, HI

Director, Business Process Improvement

Responsibilities:

Direct company-wide business process improvement/change management initiatives following HIHR acquisition.
Manage Payroll, Benefits, and Distribution Teams.

Confidential, San Francisco, CA

Senior Engagement Manager

Responsibilities:

Analyze company-wide business processes, source data, and systems; perform gap analysis and data mapping.
Conduct stakeholder kickoff meetings, discovery work sessions, management updates, and daily huddle meetings.
Capture use case stories via Jira. Customize configuration to align fields, filters, workflow, and team/user communications
Conduct Sprint backlog refinement sessions with stakeholders and key subject matter experts; prioritize stories
Configure category/subcategory, parts, pricing structures; workflows (approval, escalation, email notifications), service requests, RMA tracking. Design/implement KPIs, SLAs, IVR routing/ scripts, dashboards, reports, SFDC Chat and KB, Jira Connector.
Facilitate UATs and UAT feedback sessions.

Confidential, Los Angeles, CA

National Director

Responsibilities:

Manage end-to-end ground floor call and case management initiatives including business processes, workflows, CRM and websites design and implementations, district portal integrations; IVR/email routing/scripts; KPIs, SLAs, dashboards and reports.
Design internal contact center process flows including email, digital and print content, sales and marketing materials
Hire, manage, coach, train managers, supervisors, tutor liaisons and agents 15 direct reports
Custom CRM Design and Implementations. Company Websites, Cityspan and EZSES Portal Integration

Confidential, Santa Clara, CA

Vice President, Operations

Responsibilities:

Analyze, design, optimize, align, integrate, and combine business processes and systems from multiple companies (M&A).
Hire, train, allocate, and manage cross-functional resources 15 direct reports
Revise IVR routing/scripts, KPIs, sales contracts, marketing collateral, product pricing and packaging, job descriptions, salary structures, performance and bonus plans, FAQs, and user manuals to reflect consistent corporate language and message.

Confidential, San Francisco, CA

Senior Engagement Manager

Responsibilities:

Confidential, Castro Valley, CA

Vice President | Co-Founder

Responsibilities:

Direct business operations at custom computer and mobile sales and services startup.