Scrum Master Resume Houston, TX - Hire IT People

SUMMARY

Goal driven professional with over 14 years of Retail industry experience.
Skilled in managing multiple projects/ programs and multi - tasking in high-volume environments.
6+ years of progressive IT experience in Scrum Management, planning, designing and execution of medium to large Support initiatives in the retail industry.
Proven track record in achieving set goals both autonomously and in a team setup.
Excellent analytical and strategic thinking with strong communication, organizational and interpersonal skills.
Approachable with the ability to interact with people of all levels.
Ability and experience working with diverse teams and building client-centered interactions at all socioeconomic levels.
Bilingual in English and Spanish; experience in working with onshore-offshore model.

TECHNICAL SKILLS

Core Analytical Skills: User Stories, MS Office, MS Visio, End User Documentation, Release Notes

Operating Systems: Microsoft Windows 10, 8, 7, IOS, Android

Project Management Tools: MS Project, MS Outlook, MS Word, MS Excel, MS Power Point, JAMA

Graphics and Screen Capturing Tools: Snagit, Snipping Tool, Camtasia, Adobe Photoshop

Data Modelling: MS Visio

Defect Tracking: HP ALM, JIRA, BugZilla

Document Management: SharePoint 2013, SharePoint 2010, Confluence

Processes: Scrum, Waterfall, Kanban

Team Management: Onsite, Remote, Offshore Resources Management

Communication Tools: WebEx, Skype for Business, GoToMeeting, Teams, Fuze, Zoom

Domain Knowledge: Retail and Airline

PROFESSIONAL EXPERIENCE

Confidential, Houston, TX

Scrum Master

Responsibilities:

Lead three newly developed teams for a certification program due to be launched in 2021: responsibilities include coaching on scrum principles, mentoring peers, conducting the morning stand-up, organizing and facilitating the scrum ceremonies (stand-up, sprint planning, sprint retrospective, sprint demo), overseeing offshore resources assigned to team(s) and providing organizational updates on team progress.
Provide biweekly reporting on overall portfolio status. Reporting includes project status, project risks, vendor status, associated timelines, and overall effort priorities.
Manage projects that span across multiple functional teams and departments including new products and upgrades in system functionalities as managing help desk tickets related to projects.
Interact with the product team to provide current project status and determine new project priorities.

Confidential, Houston TX

Reservation Sales & Service Representative

Responsibilities:

Handle incoming phone calls that include modifying reservations and addressing complex inquiries from customers.
Operate computer equipment to access, input and retrieve information & toggle efficiently through different systems.
Efficiently handle requests; assist all customers using United's guidelines.
Utilize customer service techniques to effectively address customer needs and add value by ffering ancillary products.
Maintain statistical excellence in all areas to support customer satisfaction, productivity, accountability and customer satisfaction goals.
Be accountable for all scheduled telephone time to meet service level goals.
Handle inbound calls that arrive continuously throughout the day.
Use sound judgment, compassion and empowerment skills to make exceptions as appropriate.