SUMMARY

• A friendly, dedicated and proactive individual who has the zeal to succeed in any given environment. In addition to customer service experience, I am willing to learn and take up new challenges in this changing world of today.
• I am a fast learner, self - motivator, and gets along easily with others. I am interested in a job that will enable me to use my knowledge, excel and provide my best to my employers, considering how willing I am to learn, to teach and to grow.
• As mentioned above the customer service skills has helped in the world of a scrum master and business administrative analyst.” Team work makes work light”.

• Agile Scrum Master, Software Development Life Cycle SDLC, Teller
• Personal banker Business advocate and business development
• Credit specialist*
• Strong customer service skills and good communication
• Microsoft word, excel, power point, outlook Typing, scanning, printing Filing, strong sales ability
• Bilingual customer service( fluent in French)
• Strong financial reviewer
• Risk management specialist
• Strong interpersonal skills scrum master agile manifesto enforcer Certified Scrum Master with experience in Business Analytics
• Experienced in five levels of Agile planning including Product Vision, Product Roadmap, Release Plan, Sprint Plan and Daily commitments
• Experienced in software testing, validation and documentation of web-based
• Managed Business Analyst with experience in the Mortgage and Banking industry deliverables using Scrum methodology following all scrum practices over 2-4 weeks sprints
• Experience with the software development life cycle, including requirements gathering/documentation and testing in support of software applications
• Developed and executed detailed test cases for functional, and regression testing of backend processes
• Ability to handle multiple projects with competing deadlines in a fast-paced environment
• Organized with great attention to detail, self-starter, and multi-tasker with the ability to meet project milestones and deliverable dates on time and a team player who strives to improve customer satisfaction.
• Ability to communicate effectively and collaboratively in a team environment.
• Experience interfacing with clients.
• Knowledge of using SQL.

PROFESSIONAL EXPERIENCE

Scrum master

Confidential

Responsibilities:

• Certified Scrum Master with experience in Business Analytics
• Experienced in five levels of Agile planning including Product Vision, Product Roadmap, Release Plan, Sprint Plan and Daily commitments
• Experienced in software testing, validation and documentation of web-based
• Managed Business Analyst with experience in the Mortgage and Banking industry deliverables using Scrum methodology following all scrum practices over 2-4 weeks sprints
• Experience with the software development life cycle, including requirements gathering/documentation and testing in support of software applications
• Developed and executed detailed test cases for functional, and regression testing of backend processes
• Ability to handle multiple projects with competing deadlines in a fast-paced environment
• Organized with great attention to detail, self-starter, and multi-tasker with the ability to meet project milestones and deliverable dates on time and a team player who strives to improve customer satisfaction.
• Ability to communicate effectively and collaboratively in a team environment.
• Experience interfacing with clients.
• Knowledge of using SQL.

Business Analyst/Scrum Master

Confidential, Houston, TX

Responsibilities:

• Responsible for defining the scope of the project, gathering business requirements, doing gap analysis and documenting it
• Understood and articulated business requirements from user interviews and then convert requirements into technical specifications
• Responsible for writing Functional Requirement Specifications (FRS) and User Requirement Specification (URS) for the Web based application by following SDLC methodology.
• Interfaced with vendor to communicate requirements and issues as well as resolution of defects
• Installed, configure and support company’s mortgage systems, products, and software
• Determined and recommended resolution of all project dependencies, overlaps, and gaps
• Provided research and recommendations for additional reports, tracking tools, and/or metrics that will contribute to the management of productivity and performance
• Played a key role in the planning, and implementation of system enhancements and conversions.
• Worked as a User\Customer Advocate and negotiated with user as well as with developers and management staff to resolve any requirement conflict to bridge the gaps between IT and Business Client.

Confidential

Responsibilities:

• Daily bank meetings to discourse the work plan of the day and to draw a road map to make the day better and how others could help build their daily and eventual monthly quarter
• Help customers both personal and business on all account related activities and help the build a road map to help them get the most with their money and their banking with Confidential .
• In-charge of all business clients in the bank branch on all business banking related needs from business credits or credit cards, loans and line of credits and also in setting different meetings with then to help on the growth of the business and its finances. These meetings ranged from client to client.
• Performing the business duties was very rewarding as I could perform the same services to the personal account clients as well to not only enhance their experiences with the bank but to help them with different aspects of their finance in meeting immediate and future goals ranging from car loans, credit card maintenance and payment, mortgages and equity, kids accounts and different financial savings.
• Was privileged to act as a mentor to 3 team members, making their work numbers enable them to perfect their job requirements. There were daily meetings and coaching which enable us all grow in our different position while keeping a positive representation of the bank.
• Was in close collaboration with other sectors of the bank including the mortgage and investment sector of the bank to help teach customers on how to invest and build their finances, credit and relationship with the bank. In doing so I was able to setup payrolls, merchant services, and give out other educational business tools.
• This position helped me to grow into management as I worked in close proximity with my branch manager on managing the branch and all the employees with not only work related issues but also different aspects that could help them grow. Playing the servant role between management and the rest of the team.

Confidential

Technical support solution tier i,ii and supervisor

Responsibilities:

• Customer service and phone sales were an additional role to play in the position. Being able to show customers their value packaging and do well to mention customer relation and retention.
• Tech support tier one will do mostly with the basics and immediate needs of the customers. Reconnections and disconnections, ordering and changing services, enable easy internet and phone usage, bill payments and new services amongst others.
• Tier ii is the integrating to being a supervisor with a team. At this time you help your shadowing supervisor control their assigned teams with different requirements from their calls, duties, functionalities and tardiness as well.
• Was in charge of setting up meetings and open line of communication amongst my team members with their immediate demands unless needs to escalated.
• Took over the forward line for employee assistance to deal with their most challenging customer calls and other work aspect they could not fix.
• With tier ii there are additional and advance tech support tools to help redeem the customer situation with aspects of their home computer and other electronic devices and services. Growing from this position for about a year I was made a supervisor.
• As a supervisor I had a team of seven members in my team which were in charge as a team to work together in increasing our productivity. There were daily meetings to discourse different aspects of growth and projects on how manage our different role. Was in charge of daily and quarterly report for the team as the team lead and servant leader.
• This helped me in growing and gaining the experience of business management and servant leader over the years. To be able to relate and communicate with others, encouraging them to work together and forming a team of efficiency has being very rewarding.