Alex Humphries

• Planned Agile best practices and encouraged team cohesion, overcoming impediments, and hurdles to productivity.
• Led sprint reviews and planning meetings to promote full team engagement.
• Collaborated with product owners, team members, technologists, and other scrum masters to define solutions and drive progress.
• Applied agile methodology to shorten cycle time and achieve target margins.
• Coached teams in Agile practices and provided necessary training to create positive mindset to Agile methodologies.
• Managed product backlog and supported Scrum framework for monthly sprint releases.

• Collaborated with internal departments to confirm timely and accurate delivery and implementation of customer orders.
• Reduced process lags and improved productivity by supervising implementation managers.
• Designed planning and messaging strategies for implementation projects, maintaining on-time completion.
• Coached, mentored and developed implementation managers by teaching best practices and protocols to reduce discrepancies.
• Offered client training services via on-site and online interaction to streamline onboarding process for newly implemented systems.
• Served as project driver and authoritative source for customers implementing .
• Authored user documentation to help train third-party personnel on newly-implemented .
• Communicated effectively with third-party personnel involved in implementation efforts, coordinating activities to maximize progress.
• Evaluated implementation personnel training procedures, taking customer feedback and overall performance metrics into account when designing future training guidelines.

• Planned, designed, and scheduled phases for large projects.
• Achieved project deadlines by coordinating with contractors to manage performance.
• Identified plans and resources required to meet project goals and objectives.
• Developed and initiated projects, managed costs, and monitored performance.
• Managed projects from procurement to commission.
• Met project deadlines without sacrificing build quality or workplace safety.
• Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
• Provided detailed project status updates to stakeholders and executive management.
• Prepared and submitted project invoices for review and approval.
• Coordinated with cross-functional teams to resolve project issues and mitigate risks.
• Monitored project performance to identify areas of improvement and make adjustments.
• Developed and implemented strategic project plans to meet business objectives.
• Coordinated material procurement and required services for projects within budget requirements.
• Drafted project reports to identify successful outcomes, insights and future recommendations.
• Negotiated and managed third-party contracts related to project deliverables.
• Tracked project and team member performance closely to quickly intervene in mistakes or delays.
• Monitored project progress, identified risks and took corrective action as needed.
• Sourced, vetted and managed vendors needed to accomplish project goals.
• Facilitated workshops to collect project requirements and user feedback.
• Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.

• Answered product and service questions, suggesting other offerings to attract potential customers.
• Provided primary customer support to internal and external customers.
• Researched system for customer inquiries, product descriptions and specifications.
• Displayed flexibility to adapt to quarterly policy changes and database re-organization.
• Demonstrated computer skills for data entry and answered broad variety of inquiries.
• Issued credits for contested returns, shipping fees and damaged merchandise.
• Initiated follow-up phone calls to sellers concerning resolved issues to enhance platform experience.
• Leveraged sales expertise to promote products and capitalize on upsell opportunities.
• Assisted sellers with platform requirements for renewals and upgrades.
• Advocated for sellers and provided feedback to enhance selling process for overall improvements.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Consulted with outside parties to resolve discrepancies and create expert solutions.
• Liaised between corporate decision-makers and sellers on issues involving fees, prohibited items and gating.
• Answered questions regarding seller inventory, shipping, payments and buyer complaints.
• Provided seller support on refunds, posted feedback and policy changes.
• Provided sellers with accurate information concerning platform policies for sales, database issues and listing inaccuracies.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Communicated with vendors regarding backorder availability, future inventory, and special orders.
• Updated account information to maintain customer records.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered constant flow of customer calls with minimal wait times.
• Developed customer service policies and procedures to meet and exceed industry service standards.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Handled customer inquiries and suggestions courteously and professionally.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Utilized customer service software to manage interactions and track customer satisfaction.
• Tracked customer service cases and updated service software with customer information.
• Processed customer service orders promptly to increase customer satisfaction.
• Responded to customer requests for products, services, and company information.

• Met project deadlines without sacrificing build quality or workplace safety.
• Planned, designed, and scheduled phases for large projects.
• Achieved project deadlines by coordinating with contractors to manage performance.
• Developed and initiated projects, managed costs, and monitored performance.
• Identified plans and resources required to meet project goals and objectives.
• Developed and implemented strategic project plans to meet business objectives.
• Managed projects from procurement to commission.
• Drafted project reports to identify successful outcomes, insights and future recommendations.
• Coordinated material procurement and required services for projects within budget requirements.
• Negotiated and managed third-party contracts related to project deliverables.
• Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
• Provided detailed project status updates to stakeholders and executive management.
• Coordinated with cross-functional teams to resolve project issues and mitigate risks.
• Monitored project performance to identify areas of improvement and make adjustments.
• Prepared and submitted project invoices for review and approval.
• Assessed operant systems for efficiency and functionality, providing written suggestions on enhancements needed to meet operational goals.
• Designed technical upgrade paths, incorporating requested functionality and performance enhancements.
• Oversaw quality assurance testing on new installations.
• Presented analytical documentation to clients, translating complex studies into universally comprehensible language.
• Provided personalized end-user training, offering education via in-person and online courses.
• Assigned tasks to IT personnel and junior module staff, delegating work orders based on individual employee proficiencies.
• Researched and acquired new hardware to maximize system functionality and meet required performance metrics.
• Authored customized user manuals for specific system configurations, tailoring content to unique employee skill profiles.

Active Directory

• Identify all the major components for a computer (PC or Server).

• Know how to open a command line on a Windows System, and run commands from that line.

• Have competent telephone skills, oral and written communication skills.

• Maintain a positive attitude, and demonstrate tact and sensitivity in customer communication, while projecting a positive, professional image.

• Strong customer service skills with the ability to balance technical support.

Incident Management Center

• ATM Incident Management Call Agents The objective of ATM Incident Management Call Agents is to provide quality support with a high degree of customer service and timeliness.

• Duties and Responsibilities Act as single point of contact for NCR financial customers with Incident Management Services.

• Participate in team projects that enhance the quality or efficiency of help desk service.

Technical Support Specialist:

• Manage the operational business relationship management of mid-size accounts.

• Conduct and review business and operational customer analysis.

• Resolves operational issues with team members in support of the customer requirements.

• Performs operational performance reviews with the customer/partner and supports improvement plans

• Supports solution development with guidance at the business unit or country level.