SUMMARY:

I started at Confidential as a Call Center rep and was then hired full time as a QA Tester, beating out multiple others for the position. I’ve since had the opportunity to work on multiple teams, systems and testing environments. I have extensive knowledge and training in all things QA, and am a vital asset as a Tester/Test Lead and leader in the team. I’ve worked in both Waterfall and Agile environments and I am overall very versatile. Now, as a Scrum Master, I am able to actively apply all of my Agile knowledge in a leadership/multi - team capacity to improve metrics and efficiency of my teams. I am very adept at creating and maintaining relationships that foster team growth and efficiency, specifically in a Scrum and Agile Environment. On a daily basis, I am responsibly for organizing my 2 teams and removing Impediments and Obstacles that hinder team commitments.

PROFESSIONAL EXPERIENCE:

Certified Scrum Master

Confidential

Responsibilities:

• Lead team ceremonies like Team Retros, and Stand-ups and participate in Grooming and Sprint Planning
• Attend regular Scrum of Scrum meetings to help manage obstacles to my teams and remove impediments
• Creating an environment in both teams of transparency and self-organization to empower individual teammates to make decisions for the betterment of the team, especially the Tech Leads. Foster an environment of cross-training and co-programming so knowledge is shared across the team to make for a more solid and cross-functional Scrum Team
• Proficient in Version 1, Confluence and JIRA
• Manage 2 separate Scrum teams (approx. 4-5 people on each team) simultaneously as Scrum Master. Each team consists of Developers specializing in Confidential each lead by a Tech Lead. I also work alongside the Product Owner and meet with her on a weekly basis to get a pulse check on the health of the team and commitments moving forward
• Manage Sprint Velocity, backlog and WIP items for both teams
• Helped both teams discover and maintain a sprint velocity which lead to an increase in productivity and efficiency in Committed work getting completed by the end of sprint. This is directly measured by a 20-35 % increase in Story Points completed since I’ve joined the team.
• Actively sought out mentor for Scrum Master role and currently meet bi-weekly with mentor who is a top-tier Scrum Master and agile coach
• Proactively created central team hub in Confluence for both teams which actively displays Sprint Velocity for last 5 sprints, as well as a large aggregate of Helpful links and notes from Previous Retrospective ceremonies and takeaways. The increased visibility of the Teams velocity helped both teams efficiently plan for their next PI and WIP.
• Help facilitate current teams specialize in work in GUI, Back End, API’s and SPLUNK work on web-based and mobile applications.
• Volunteered to be POC as Scrum Master for 2 people teams. Am using this opportunity to instruct “new-to-agile” associates on the Agile methodologies and how to adopt Agile in the business-centric world they work in. Also, am owning meeting invites and running monthly
• Adept at building relationships and ensuring progress and completing of committed work. Was able to provide feedback to Tech Lead that lead to change in how he approached the team. Since the conversation, co-programming and mobbing have become a norm on the team. This has led to more solid deliverables and opportunities for cross-training
• Organize all meetings/meeting spaces for both teams as well as maintain steady flow of transparent communication of current status of WIP
• Manage relationship between the Product Owner and the sprint team as well as balancing the priorities of the Tech Leads on each team.
• Proactively met with each team member on both teams to uncover any hidden or unforeseen opportunities to increase efficiency and boost team productivity.

QA Test Lead

Confidential

Responsibilities:

• Managed Onshore and Offshore resources, across multiple teams and locations simultaneously while maintaining testing benchmarks (approx. 10% of my time during this period)
• Worked directly with Product Owners and Developers in Test Driven Development to ensure a solid product and code is being delivered
• Placed in charge of multiple Integration testing efforts involving multiple resources and teams. Responsible for coordinated testing efforts and maintaining transparency and accuracy during entire testing timeline.
• Performed as Test lead on multiple projects. Was responsible for Writing, uploading and maintaining Test scripts (including logging defects and tracking testing progress)
• Participated in multiple system integrations, so familiar with backend systems and data conversion
• Experienced in training and onboarding new testing resources
• Some Automated Testing knowledge (UPF, VB Script, Java, Ruby, Oracle database). Willing and able to learn more
• Proficient in HP AML, Version One, Oracle and Metavante. Some experience in SQL
• Proficient in Integrated, Performance, System, Manual, Mainframe and Regression testing
• Extensive and thorough knowledge in Web-based application testing, GUI, Database and API testing

Call Center Associate

Confidential

Responsibilities:

• On average, took 50-80 call per day, some involving complex scenarios that took research and multiple resources to solve.
• Maintained productivity and low AHT with inbound calls with some days reaching 100+ calls
• Maintained moderately high QA for inbound calls
• Attended multiple leadership conferences during my time as a Call Center Representative which included attending meetings from the lies of leadership gurus like Chris Gardner and John C. Maxwell. This helped me develop the Leadership and People Skills needed to be a great Call Center Rep.
• Because of my adherence to quality and productivity metrics, was selected by the Call Center management team to lend out to multiple departments including Account Supervisor Team, Fraud Department, Back Office and the System Testing team, where I later accepted a position