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Scrum Master / Product Manager Resume

Charlottesville, VA

SUMMARY

  • Highly organized, innovative, resourceful, and dedicated professional with over eight years of technical support analysis and leadership. Outstanding leadership style suitable for any supervisory position, with the ability to bring teams together and breed workplace excellence. Strong analytical and organizational skills with the ability to provide end - user training and troubleshooting support. Self-starter with the ability to make critical decisions and overcome complex challenges.

AREAS OF EXPERTISE:

  • Customer Service and Relations
  • Complex Problem Solving
  • Strategic Planning
  • Project Planning and Implementation
  • Critical Thinking
  • Strong Interpersonal Skills
  • Excellent Written and Oral Communication Skills
  • Solid Technical Leadership

PROFESSIONAL EXPERIENCE

Confidential

Scrum Master / Product Manager

Responsibilities:

  • Implemented Scaled Agile Framework (SAFe) principles within the team, leading them to become more efficient at completing committed work and objectives. Provided team guidance ahead of the launch of SAFe framework at Confidential amp;P Global Market Intelligence, reducing time toward full implementation of new SAFe principles.
  • Oversaw new database structures and pipelines using new technology that reduced the need for manual inputs and calculations. This significantly increased efficiency and was done in less than a third of the time it was taking previously.
  • Created user guides for internal system tools to train and provide a base for knowledge transfer more efficiently. This significantly reduced ramp up time and singular dependencies.
  • Improved LEAN processes through self-organization and cross-functionality within the team. This allowed the team to complete work within the timelines agreed on and be more agile.

Confidential, Charlottesville, VA

Client Services Analyst

Responsibilities:

  • Directed replication and root cause analysis efforts to quickly resolve customer issues. Carefully developed well-written Knowledge Base articles for frequently reported issues and questions, ensuring faster resolution of future problems.
  • Orchestrated creation and implementation of structured priority list to allow team to handle high volume of customer support tickets effectively and efficiently. Implemented in-house training and processes that cut new employee onboarding time in half and raised job satisfaction by over 80%.
  • Dedicated time to become a subject matter expert on multiple products to successfully train clients on each of the tools at their disposal, reducing requests for future support.

Confidential, Charlottesville, VA

Technical Support Analyst

Responsibilities:

  • Implemented Digital Paymeters. Provided project management support, customer communications and outreach, as well as hands-on development work, ensuring the project was completed on time.
  • Handled up to 60 support calls per day, ensuring customer questions and issues were addressed in a timely and professional manner.
  • Led training sessions with customers, internal support staff and partnering vendors on Confidential products, guaranteeing users could maximize the capabilities of client systems.

Confidential, Charlottesville, VA

Retail Sales Consultant

Responsibilities:

  • Led organization of weekly in-store meeting with employees to provide enhanced training, thereby ensuring a professional and technically skilled local workforce.
  • Studied the latest software and hardware functionalities of mobile devices to expertly assist customers and business with their changing needs of customers and businesses. Ensured the best-fitting solutions provided.
  • Ranked in the top five in overall performance within the territory and in the top quarter of the Eastern Zone.

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