Desired Job Title
ITPMCustomer Service RepresentativeWork Type
Full TimePart TimeContract WorkGig WorkConsultingVolunteerSeasonal WorkLocation Preference
On-SiteLocation: Mebane, NC, USMebane, NCGreensboro, NCDurham NC
Open to relocation: Yes
Open To Work
Verified
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Hoood Clarissa
Mebane,NC
Work Preference
Summary
Results-driven professional with expertise in agile project management, fostering team collaboration, and ensuring high-quality service delivery. Proven ability to lead cross-functional teams and implement effective communication strategies.
Overview
1
1
Certification
16
16
years of professional experience
Work History
ITPM
Fidelity
Boston, MA
09.2020 - 05.2026
- Led agile ceremonies to promote effective team collaboration and maintain clear project visibility.
- Led cross-functional teams in the application of scrum practices, resulting in more efficient project delivery processes.
- Analyzed and mitigated impediments, facilitating uninterrupted achievement of sprint targets.
- Implemented agile methodologies to enhance team collaboration, focusing on effective sprint planning, backlog management, daily scrums, and comprehensive sprint reviews and retrospectives.
- Managed product backlog effectively, prioritizing high-value items for faster completion.
- Developed custom Scrum boards for better task tracking and transparency within the team.
- Managed product backlog and supported Scrum framework for monthly sprint releases.
- Implemented continuous improvement initiatives through regular retrospective meetings with the team.
- Authored user stories with clear acceptance criteria to facilitate effective collaboration among development teams.
- Worked to provide continuous improvement for product development lifecycle.
- Established a digital task board to promote clear communication and transparency among team members.
Customer Service Representative
Fidelity
Boston, MA
09.2010 - 07.2020
- Utilized strong communication and analytical skills to resolve customer inquiries efficiently.
- Guided customers in navigating financial products and services to meet their needs.
- Collaborated with team members to enhance service delivery and customer satisfaction metrics.
- Facilitated onboarding sessions for new representatives, focusing on best practices in customer engagement and problem-solving techniques.
- Trained new team members on effective patient service techniques and organizational policies.
- Analyzed patient feedback trends to recommend improvements that elevate overall experience.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Executed conflict resolution strategies during challenging conversations, emphasizing compassion and professionalism to achieve effective solutions.
- Elevated first-call resolution effectiveness through diligent assessment of customer requirements and timely provision of accurate information.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Reduced patient wait times while improving satisfaction levels through efficient problem resolution skills tailored to each unique situation.
- Ensured compliance with customer call standards to enhance service quality and maintain productivity.
- Assessed and prioritized inbound customer calls to ensure effective resolution and service delivery.
- Led initiatives to reduce average call handling time without compromising service quality or accuracy.
- Oversaw case management processes to ensure effective medical care and coverage for customers
Skills
- Supportive team collaborator
- Team-oriented project participation
- Commitment to service quality
- Data-driven problem-solving
Certification
- Certified Scrum Master, Fidelity - 2021-current
- Project Manager Certification , eCornell-2025 -current
Timeline
ITPM
Fidelity
09.2020 - 05.2026
Customer Service Representative
Fidelity
09.2010 - 07.2020