SUMMARY

• Qualification Highlights Exercised 10 years of Agile Scrum and Waterfall SDLC project management
• Coach/Mentor and trained teams on agile practices and values
• Project and Program Managed multiple projects in parallel
• Strong team leadership skills
• Worked in a fast pace E - Commerce environment for over 10 years
• Applied Process Improvement in every experience
• Vendor management
• Experience in writing different type of business documents: SOW, BRD, PRD, User Manual…etc.
• Strong analytical skills
• Excellent written and verbal communication skills 
• Worked with minimal supervision

PROFESSIONAL EXPERIENCE

Confidential, San Francisco, CA

Scrum Master/ Senior Project Manager

Responsibilities:

• Scrum Master for 3 Agile Teams: 1 Front End (Sell UI) and 2 Back End (API/Payments)
• Practice and drive Scrum ceremonies: Backlog Grooming, Daily Stand up, Sprint Planning, Retrospectives
• Participate in Scrum of Scrum (SOS) sessions to identify dependencies across other teams
• Work closely with the Program Manager to ensure a regular cadence of delivery for the program 
• Communicate accomplishments, impediments, and health of Scrum teams to the leadership team. 
• Participate in the Scrum Forum to improve and identify best practices
• Create Sprint reports to allow visibility/encourage/status to the team’s performance
• Encourage, support, and guide continuous improvement of the team 

Confidential, San Jose, CA

Scrum Master/Coach

Responsibilities:

• Create Agile training guide and materials
• Explore different agile tools to find the best match for the team
• Trained multiple teams on the Agile Methodology within Digital Marketing
• Help transition the team to Agile
• Trained team on multiple agile tools: JIRA and Rally

Confidential, Mountain View, CA

Owner/Entrepreneur/Program Management

Responsibilities:

• Sole proprietor of youth enrichment program
• Research, define, and develop youth enrichment programs
• Comparative analysis on competitive programs

Confidential, Santa Clara, CA

Sr. Project Manager/Sr. Program Manager/Scrum Master

Responsibilities:

• Facilitate Sprint Planning, Daily Scrum Stand-Ups, Sprint Review, Sprint Retrospectives, Backlog Grooming, and other related Agile meetings
• Guide and support the team through obstacles and encourage continuous improvements
• Manage and resolve conflicts through arbitration, negotiation, and team building
• Trained new team members on the Scrum Process
• Project managed multiple cross functional team to execute the delivery of all new products across 3 different brands: Tiny Prints, Wedding Paper Divas, and Treat
• Created high level schedules for all deliverables across the x-functional teams: Content, Merchandise, Customer Care, Engineering, Operation (Manufacturing), Product Management, Site Design
• Remove and resolved all x-functional and Scrum Team blockers and issues
• Identify, flag, and provide visibility on project risks across the teams and management

Confidential, Santa Clara, CA

Senior Technical Project Manager

Responsibilities:

• Project managed the integration and redesigning of the China Online Communities
• Program/Project Managed projects related to education research with different universities and government officials across the geos
• Identify and create process improvement solutions for the teams
• Manage teacher development web and mobile apps to be released internationally
• Vendor/Supplier management across different geos
• Create risk matrix and identify project gaps
• Ability to minimize resources needed for projects
• Successfully managed customer expectation and requirements

Confidential, Mountain View, CA

Project Manager/Scrum Master

Responsibilities:

• Transition multiply teams from Waterfall methodology to Agile Scrum
• Ran ALL Agile Scrum Meetings: Backlog Grooming, Sprint Planning, Daily Scrum Stand-Ups, Sprint Review, Sprint Retrospectives…etc.
• Encourage team building, provide support and leadership to the team
• Drive process improvements and ensure Scrum process is being followed
• Worked closely with cross functional teams
• Acted as a Liaison between the cross functional teams (Business, Management, IT, Engineering…)
• Defined and documented custom system requirements with internal and external business partners
• Perform Product Manager responsibilities for approximately 3 years
• Wrote BRD, SOW, PRD, and User Guides.
• Managed the project from defining requirement, monitoring the implementation, Testing/UAT testing, releasing the deliverables, writing the User Manual to training the users
• Managed the integration with major online grocery retailer (Kroger, Safeway, Meijer’s and M-dot)
• Project managed the Savings Club subscription product, Salesforce, Reporting tools
• Ability to communicate project status and risks across all levels of management
• Risk management

Confidential, Mountain View, CA

Project Manager/Business Analyst

Responsibilities:

• Executed changes both in the phone tree call flow and the master scripts
• Reviewed and provided high level recommendations for system, call center, and process enhancements
• Wrote BRD for clients
• Generated Power Point presentation for clients
• Worked closely with the client
• Documentation and communicated changes to the client and team

Confidential , Sunnyvale, CA

Project Manager/Business Process Analyst

Responsibilities:

• Managed projects to enhance the application used internally and at the call centers
• Identified and drove process improvements across the operation team to provide a better online consumer’s experience
• Trained the customer service team and the call center on all enhancements
• Experienced in vendor management
• Lead the return and logistics team
• Enforced high level customer service across all consumer facing teams
• Reduced escalated issues by identifying and resolving the root causes
• Project managed multiple web and tool enhancement projects
• Defined and implemented monitoring, reporting & analysis of return metrics by using Access Database, SAP (GE and LE), and Excel
• Ran the Industry benchmarking study: identified industry leaders, compared logistic processes, and documented the findings
• Strong knowledge of business process across functional teams, which improved the rate of return as well as the overall return process
• Created and developed the hpshopping warehouse audit process

Confidential, Santa Clara, CA

Business Analyst/Customer Specialist

Responsibilities:

• Provide top level customer service to all partners and consumers
• Established guidelines for 3Com’s RMA and Credit processes
• Managed and audited the call center processes
• Trained customer service agents at the call centers on RMA, credit issues, and fraudulent activities
• Worked closely with collection agency to resolve billing problem and disputes
• Maintained inventory for product warehouses
• Responsible for call center, return/credit operations for online business to consumer transactions: issue credited, Call Tag, and Pre-Authorizations

Confidential, Sunnyvale, CA

Technical Staffing Associate

Responsibilities:

• Utilized multiple sales strategy to present the candidate or position to both parties
• Worked closely with large Biotech/Pharmaceutical firms to provide staffing services
• Delivered high quality service to customers and contract employees by matching skills of candidates to customers’ needs
• Developed and retained business by providing outstanding customer service
• Interviewed applicants to correctly evaluate their technical qualifications for assignments
• Coached and counseled contract employees to ensure quality performance and job satisfaction as a recruiter
• Attended job fairs and other outside activities to promote name recognition and obtain new candidates
• Interacted with customers to provide service with financial transactions and requests
• Managed contract employees

TECHNICAL SKILLS

• Software development methodologies and practices (Agile Scrum, Waterfall, SDLC)
• Project management tools (Basecamp, MS Project)
• Bug reporting applications (JIRA, Bug Tracker)
• Microsoft Office Solution Suite (Excel, PowerPoint, Outlook, Word, and Visio)