Summary
Overview
Work History
Education
Skills
Timeline
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Chantel Diachuk

Happy Valley,OR

Summary

Diligent Scrum Master with 6 years of experience. Known for being a collaborative problem-solver with knack for fostering team synergy and delivering successful projects. Possesses deep understanding of Agile methodologies and expertise in facilitating continuous improvement and effective communication. Skilled in guiding teams through agile practices, fostering collaboration, and driving successful project outcomes. Adept at adapting to changing requirements, resolving conflicts, and ensuring continuous improvement. Recognized for strong leadership, effective communication, and problem-solving abilities while upholding stakeholder satisfaction and compliance regulations.

Overview

19
19
years of professional experience

Work History

Scrum Master

U.S. Bank
03.2019 - 12.2024
  • Led 3 teams under our Risk and Compliance Application in KYC; 2 Kanban and 1 Scrum.
  • Improved team efficiency by implementing Agile and Scrum methodologies for project management.
  • Facilitated ceremonies sprint planning, backlog grooming, daily scrums, sprint reviews, and sprint retrospectives.
  • Collaborated with Product Owners to refine requirements and ensure alignment with business goals.
  • Collaborated with product owners, team members, technologists, and other scrum masters to define solutions and drive progress.
  • Coached cross-functional teams on Agile principles, leading to an increase in successful project deliveries each quarter.
  • Developed custom Scrum boards for better task tracking and transparency within the team.
  • Worked closely and listened to team members' feedback to identify issues and resolve conflicts.
  • Fostered an environment of trust and psychological safety among team members through regular check-ins, open communication, resolving conflict, and honest feedback.
  • Developed metrics for tracking progress and measuring team performance against goals.
  • Facilitated seamless integration of new team members on and offshore into existing projects without compromising productivity levels.
  • Coached team members in Agile practices, promoting a culture of continuous improvement.
  • Successfully led multi-disciplinary teams towards achieving project milestones while adhering to established budgets and timelines.
  • Collaborated with Product Owners to develop clear product roadmaps and ensure timely release of high-quality deliverables.
  • Ensured alignment between business goals and technical requirements by working closely with stakeholders during sprint planning sessions.
  • Collaborated with Development Managers to ensure Tech Debt was also managed during delivery.
  • Developed strong relationships with key stakeholders across various departments to enhance collaboration efforts on complex projects.

Software Quality Assurance Test Lead

U.S. Bank
06.2015 - 03.2019
  • Improved software reliability by leading comprehensive testing cycles.
  • Conducted in-depth analysis of test results for identifying potential issues.
  • Collaborated with development teams to ensure seamless integration of quality standards.
  • Optimized test processes with innovative strategies, enhancing efficiency.
  • Increased defect detection rates by implementing robust testing methodologies.
  • Developed detailed test plans to ensure thorough coverage of all functionalities.
  • Enhanced team productivity by coordinating test activities and resources effectively.
  • Reduced time to market, identifying and resolving critical bugs early in the development cycle.
  • Led cross-functional teams to foster collaboration and drive project success.
  • Identified areas for process improvement, enhancing overall testing effectiveness.
  • Monitored testing progress to ensure timely completion of test phases.
  • Boosted team collaboration with clear communication of testing objectives and goals.
  • Analyzed user requirements to develop targeted test cases.
  • Coordinated closely with offshore teams to enable round-the-clock testing coverage for critical projects.
  • Identified and resolved critical issues through meticulous root cause analysis, improving overall system stability.
  • Implemented rigorous regression testing procedures to validate software functionality after updates or modifications were made.
  • Led efforts in maintaining compliance with industry regulations and standards, safeguarding the company''s reputation for delivering high-quality products.
  • Managed end-to-end testing efforts for major releases, ensuring a smooth transition from development to deployment phases.
  • Enhanced team performance by training and mentoring junior QA engineers on best practices and methodologies.
  • Operated under Agile and Scrum frameworks to complete releases and well-organized sprints.
  • Documented testing procedures for developers and future testing use.
  • Incorporated delivery requirements into planning of testing schedules.

Online Operations

U.S. Bank
09.2013 - 06.2015
  • Boosted customer retention, providing exceptional support for inquiries and resolving issues promptly.
  • Worked closely with web designers to enhance site functionality and improve overall aesthetics for increased user engagement.
  • Managed customer service inquiries and complaints for customer satisfaction.
  • Responded to customer issues and resolved complaints by leveraging expert knowledge.
  • Corresponded with online customers to address questions or complaints about online and mobile experience as well as Software trouble shooting such as Quicken.
  • Met metrics each quarter resulting in a third Pinnacle Award with U.S. Bank.
  • Led training sessions to equip new hires with essential skills for successful customers experience.
  • Identified staff training needs and developed comprehensive training programs to enhance team capabilities.

24HR Banking Email

U.S. Bank
06.2007 - 09.2013
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Assisted customers in navigating company website and applying for online products, improving overall user experience.
  • Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Met quality assurance metrics each quarter resulting in achieving the Pinnacle Award twice as the top performer.

24HR Banking

U.S. Bank
05.2006 - 06.2007
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Continued to respond to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics each Quarter

Education

High School Diploma -

Clackamas High School
Clackamas, OR

Skills

  • Agile metrics tracking
  • Project management
  • Sprint planning
  • Risk identification
  • Kanban knowledge
  • Agile best practices
  • Backlog grooming
  • User story creation
  • Empathy and emotional intelligence
  • Servant leadership
  • Jira and confluence
  • SDLC processes
  • Team motivation
  • Critical thinking

Timeline

Scrum Master

U.S. Bank
03.2019 - 12.2024

Software Quality Assurance Test Lead

U.S. Bank
06.2015 - 03.2019

Online Operations

U.S. Bank
09.2013 - 06.2015

24HR Banking Email

U.S. Bank
06.2007 - 09.2013

24HR Banking

U.S. Bank
05.2006 - 06.2007

High School Diploma -

Clackamas High School

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Chantel Diachuk