Amelia Reyes
Gilbert,AZ
Summary
Dynamic Scrum Master with a proven track record at HealthEquity, excelling in Agile practices and stakeholder communication. Expert in sprint planning and risk management, I drive continuous improvement initiatives, enhancing team performance and project outcomes. Adept at cross-team collaboration, I ensure alignment and efficiency across multiple projects.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Scrum Master
HealthEquity
Remote, AZ
07.2024 - Current
- Track metrics related to sprint performance and identified areas of improvement for future sprints.
- Support the development team in understanding user stories, acceptance criteria and definition of done.
- Facilitate Scrum ceremonies, such as Sprint Planning, Daily Stand-Ups, Retrospectives and Reviews.
- Collaborate with other Scrum Masters across teams to ensure consistency in processes and tools used.
- Monitor progress of sprints, providing visibility into project status for stakeholders.
- Assist with release planning and coordinated efforts between multiple teams working on related projects.
- Identify risks associated with sprint goals and worked with the team to mitigate them.
- Encourage continuous process improvement initiatives through retrospectives.
Project Manager, Service Recovery
HealthEquity
Remote, AZ
12.2020 - 07.2024
- Coordinate a cross-functional project team (e.g., Product, Engineering, Client Services, and Finance) when large issues across the organization occur that impact our ability to service our partners.
- Created a project management process for different types of incidents that occur.
- Implemented Smartsheet solutions for the Service Recovery team to enhance work tracking and project management efficiency.
- Define and assign appropriate roles and responsibilities, and prioritize projects based on risk and impact/exposure.
- Define recovery processes, and general tasks/owners to address business service disruptions and escalations.
- Work across the organization to resolve issues and improve internal processes that affect customer satisfaction.
- Create project plans, and track needed deliverables for each service disruption or escalation, and ensure each is completed in a timely manner.
- Communicate business impacts to executive leadership, and be the point person for business questions and concerns.
- Document each project, including meeting notes, project plans, remediation plans, and root cause analysis.
- Create and maintain reporting around the quantified business impacts of each service disruption.
Senior Service Delivery Manager
HealthEquity
Tempe, AZ
06.2014 - 12.2020
- Manage a book of business totaling $2 million in annual revenue.
- Offer benefit programs to new clients, and cross-sell additional benefits to existing clients.
- Analyze client trends and service-level metrics to provide service review presentations.
- Present new products and feature product/system upgrades.
- Review service and participation opportunities to maintain client satisfaction, and increase employee participation.
- Communicate with internal departments to resolve issues, and improve internal processes to maintain customer satisfaction.
- Explain key concepts such as Flexible Spending Accounts, Health Spending Accounts, Health Reimbursement Arrangements, commuter and employer-sponsored programs, and compliance with IRS regulations and requirements under the Affordable Care Act.
Account Consultant
WageWorks
Tempe, AZ
12.2012 - 06.2014
- Part of a team that provided assistance to 6,500 small to mid-size businesses and brokers.
- Pursued knowledge of the healthcare industry to improve team knowledge.
- Supervised all aspects of client relationships to ensure client satisfaction and loyalty.
- Built value-added partnerships with clients and brokers through understanding the clients' benefits strategy.
- Partnered with cross-functional internal teams to implement client and participant experience improvement requests.
Claims Processor
WageWorks
Tempe, AZ
10.2011 - 12.2012
- Processed medical flexible spending account, dependent care flexible spending account, parking, and transit claims.
- Served on the Quality Auditing Team and ensured proper processing for the department as part of the Quality Auditing Team.
- Processed requests for reprocessing of claims, internally escalated claims, and requests for appeal.
Customer Service Representative
WageWorks
Tempe, AZ
07.2009 - 10.2011
- Provided education and assistance to participants enrolled in the benefits offered by their employer
- Assisted other customer service representatives with questions on complex calls.
Skills
- Scrum methodology
- Agile practices
- Sprint planning
- Stakeholder communication
- Risk management
- Metrics tracking
- Continuous improvement
- Cross-team collaboration
- Project coordination
- Team facilitation
- Conflict resolution
Certification
- SAFe 6 Scrum Master
- Certified Scrum Product Owner
Timeline
Scrum Master
HealthEquity
07.2024 - Current
Project Manager, Service Recovery
HealthEquity
12.2020 - 07.2024
Senior Service Delivery Manager
HealthEquity
06.2014 - 12.2020
Account Consultant
WageWorks
12.2012 - 06.2014
Claims Processor
WageWorks
10.2011 - 12.2012
Customer Service Representative
WageWorks
07.2009 - 10.2011
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