SUMMARY

• I have recent experience removing team development impediments by procuring new hardware, gaining restricted database access, training managers and stakeholders to reduce team distractions, and managing backlog where no dedicated product owner existed.
• I also developed and managed implementation of request management system for web development team with custom UI, brand, and process supporting an Agile (Scrum) workflow.
• I created a new Agile web development team from existing and new talent pools and managed the selection of existing talent, hiring of new talent, and procurement of necessary hardware and software.
• I developed 3, 6, and 12 month plans including risk assessment, team branding, communication plan and stakeholder training.
• I acted as Product Owner for two Agile teams (one onshore, one offshore, 15 developers total) ensuring requirements were clear and able to be completed during two week sprints and also managed backlog and priority.

PROFESSIONAL EXPERIENCE

Confidential

Scrum Master / Project Owner / Web Operations Manager

Responsibilities:

• Removed team development impediments by procuring new hardware, gaining restricted database access, training managers and stakeholders to reduce team distractions, and managing backlog (no product owner)
• Developed and managed implementation of request management system for web development team with custom UI, brand, and process supporting an Agile (Scrum) workflow.
• Created new Agile web development team from existing and new talent pools. Managed selection of existing talent, hiring of new talent, and procurement of necessary hardware and software. Developed 3, 6, and 12 month plans including risk assessment, team branding, communication plan and stakeholder training.
• Acted as Product Owner for two Agile teams (one onshore, one offshore, 15 developers total) ensuring requirements were clear and able to be completed during two week sprints. Managed backlog and priority.
• Led teams from seven call centers through process of identifying issues with call software that previously had no path to resolution. Implemented and trained comprehensive processes through which reported issues could flow to resolution. Created a new team to handle specific call software issue types, which reduced resolution time from a full day or more to less than half an hour.
• Coordinated, scheduled, and launched effort to transition company - wide customer service and data support system from dedicated hardware to cloud hardware which will improve performance for over 2500 users.
• Implemented peer code review, testing, swarming, and focused programming to increase velocity and quality.
• Lead daily stand-up meetings and regular product review for distributed development team.
• Implemented performance and quality metric process ensuring measures are transparent and actionable.
• Initiated and planned automation of costly manual direct mail process, working with three functional teams toward a phased development release to ensure increased efficiency as soon as possible.
• Identified past due project managed by a different team. Identified opportunities, underlying issues, and risks. Enforced PM standards to mitigate risks, define critical path, goals, and deliverables. Defined project and communication plans and implemented changes to bring project in line with revised cost and delivery goals.
• Developed strategies and lead the automation of an error-prone, manual customer order processing system, resulting in 99.5% of orders fulfilled error-free.
• Created and implemented a process whereby the seven call center leadership teams could seek and receive status updates regarding reported defects or enhancements from development group, increasing process ownership and visibility as well as overall internal customer satisfaction.
• Used increased transparency and efficiencies to reduce weekly “all hands on deck” conference calls for the seven centers and software product ownership teams from 3 + hours per week to 30 minutes per week, eventually eliminating the need for “status” update meetings altogether.
• Strategized to implement processes through which call center leaders could share best practices and move toward a unified path to issue resolution, replacing the seven distinct processes previously in place.
• Built the infrastructure for an intake portal through the coordinated nationwide efforts of upper management, product managers, web developers, data engineers and quality assurance personnel, ultimately reducing critical priority web product defect resolution times from an average of four weeks to the same day and operational enhancement requests from six months to a four week cycle.
• Collaborated with multiple teams and leaders to design and implement supporting processes.

Confidential

Self-Employed Professional Realtor

Responsibilities:

• Operated business with efficiency through time management, adherence to schedule and goal setting.
• Maintained client relationships through regular follow-up.
• Collaborated with other professionals to achieve best possible results.
• Analyzed and applied information to guide sales activity and manage client needs.

Confidential

Customer Service Coordinator

Responsibilities:

• Promoted to Customer Service Coordinator, tier-three representative, in minimum time permissible, handling “supervisor” calls and queries from other representatives with problematic calls.
• Assisted high value customers enhancing their experience by using critical and creative thinking.
• Provided tactful and patient management of escalated customer situations.
• Balanced business needs with customer requests to ensure professional and efficient use of resources.
• Developed and presented technical support training and sales training to over 100 individuals. Follow-up analyses documented performance improvement of 30% more contact renewals than untrained teams.