Summary
Overview
Work History
Education
Skills
Certification
Timeline
CustomerServiceRepresentative

LAJAYNEES CARTER INGRAM

Project Management/ Scrum Master
Lewisville,NC

Summary

Certified Scrum Master and Full-Stack Developer with 16+ years of diverse experience in project management, operations, and technical environments. Proven ability to lead cross-functional teams, manage complex projects, and deliver results with a focus on continuous improvement and stakeholder collaboration. Skilled in Agile methodologies, Scrum ceremonies, project delivery, and process optimization. Adept at driving innovation, managing risk, and ensuring the successful delivery of projects on time and within budget. Experienced in using tools like JIRA, Confluence, and MS Office, with a strong technical background in SQL, SAP, and full-stack development. Passionate about fostering collaboration, coaching teams, and aligning project goals with organizational objectives to achieve business success.

Overview

18
18
years of professional experience

Work History

Operations Specialist

Snap One
05.2022 - Current
  • Lead the onboarding process for new clients, ensuring a seamless transition and understanding of system
  • Collaborate with cross-functional teams to enhance processes, increase efficiency, and improve overall customer experience
  • Create and maintain comprehensive training documentation and resources to support client onboarding and troubleshooting efforts
  • Spearheaded improvements in the client onboarding process, resulting in a 20% increase in customer satisfaction scores
  • Resolved high-priority technical escalations, improving retention rates and client trust in support services
  • Developed onboarding materials that reduced client onboarding time by 30%, boosting team productivity
  • Successfully managed multiple projects simultaneously while adhering to deadlines and budget constraints.

Associate Project Manager (JR)

AvidXchange, Inc.
12.2018 - 12.2022
  • Led the execution of Agile projects by facilitating Scrum ceremonies such as sprint planning, daily standups, and retrospectives
  • Worked with stakeholders to gather and document project requirements, ensuring alignment with business objectives
  • Coordinated cross-functional teams, managing resources, timelines, and project deliverables to meet deadlines
  • Developed and maintained detailed project documentation, including project plans, timelines, and status reports for stakeholders
  • Successfully delivered over 10 projects on time, consistently meeting customer satisfaction and quality standards
  • Improved communication between stakeholders and development teams, leading to a 15% improvement in project delivery timelines
  • Played a key role in implementing Agile practices that reduced project bottlenecks, improving team efficiency by 25%

Residential Sales Consultant

Windstream Enterprise
08.2016 - 11.2018
  • Managed a portfolio of 250+ customer accounts, identifying growth opportunities and addressing client needs
  • Acted as a liaison between clients and internal teams, ensuring smooth communication and quick resolution of service-related issues
  • Prepared and presented sales proposals and contract negotiations to secure new business and expand existing accounts
  • Coordinated complex installations and service changes, ensuring high-quality customer experiences and timely delivery
  • Increased customer satisfaction ratings by 20% through proactive relationship management and consistent follow-up
  • Contributed to achieving revenue targets by growing key accounts by 15%, exceeding sales goals

Senior Pharmacy Technician

Walgreens
05.2010 - 07.2016
  • Verified prescription accuracy and collaborated with healthcare providers and insurance companies to resolve issues
  • Managed pharmacy operations, ensuring compliance with safety regulations and quality standards
  • Trained and mentored a team of pharmacy technicians, improving workflow and operational efficiency
  • Supported inventory management and procurement, ensuring the availability of essential medications and supplies
  • Increased pharmacy efficiency by 41% by implementing streamlined processes and optimizing team roles
  • Enhanced medication accuracy by 99%, reducing errors and ensuring high-quality patient care
  • Led team training initiatives that reduced errors and improved overall service delivery by 30%

Assistant Manager

Walgreens
04.2007 - 07.2012
  • Led and managed a team of 25+ employees, focusing on performance improvement and customer satisfaction
  • Coordinated daily operations and ensured compliance with company policies and industry regulations
  • Developed training programs for new and existing employees, focusing on skill development and customer service excellence
  • Managed inventory control, conducting regular audits to optimize resource usage and reduce operational costs
  • Improved team performance by 65% through targeted training initiatives, leading to higher customer satisfaction scores
  • Reduced operational costs by 26% by optimizing resource management and streamlining processes
  • Recognized for leadership excellence with a promotion to Assistant Manager based on performance improvements

Education

Some College (No Degree) - Business Administration & Management, General

North Carolina State University
Raleigh, NC

Skills

  • Certified Scrum Master (CSM)
  • Agile Methodologies (Scrum, Kanban)
  • Project Management
  • Cross-functional Team Leadership
  • Stakeholder Management
  • Agile Project Delivery
  • JIRA & Confluence
  • Sprint Planning & Execution
  • Scrum Ceremonies (Daily Standups, Sprint Review, Retrospectives)
  • Risk Management & Mitigation
  • Requirements Gathering & Analysis Process Improvement & Optimization
  • Technical Troubleshooting & Problem Solving
  • Collaboration & Communication
  • Data Analysis & Reporting (Excel, PowerBI, SAP)
  • Time Management & Prioritization
  • Client Onboarding & Relationship Management
  • Training Program Development & Delivery

TECHNICAL SKILLS
Agile Tools: JIRA, Confluence Project Management Tools: MS Project, Trello Development Languages: JavaScript, SQL Systems: SAP (EDI), SAP (ERP), Linux
Reporting & Data Analysis: PowerBI, MS Excel (Pivot Tables, VLOOKUP) Other Tools: Oracle E-Business Suite, Control4

Certification

  • ScrumMaster Certification (CSM) - Scrum Alliance.
  • Full Stack Web Development Certificate – UNCC: University North Carolina Charlotte

Timeline

Operations Specialist

Snap One
05.2022 - Current

Associate Project Manager (JR)

AvidXchange, Inc.
12.2018 - 12.2022

Residential Sales Consultant

Windstream Enterprise
08.2016 - 11.2018

Senior Pharmacy Technician

Walgreens
05.2010 - 07.2016

Assistant Manager

Walgreens
04.2007 - 07.2012

Some College (No Degree) - Business Administration & Management, General

North Carolina State University

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LAJAYNEES CARTER INGRAMProject Management/ Scrum Master