Iziegbe Victory Adun
Dallas
Summary
Professional with comprehensive experience in agile methodologies and team facilitation. 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.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Scrum Master/ Customer Service Representative
Liberty Mutual Inc
06.2023 - Current
- Close attention to details and following instructional prompts
- Navigate around various Operating systems
- Gathered customer feedback through surveys and used the data to improve customer service
- Maintained detailed records of customer interactions, transactions and comments for future reference
- Demonstrated exceptional documentation skills by developing and maintaining detailed project plans, ensuring alignment with stakeholder expectations and project objectives
- Queries by implementing agile practices
- Utilized CRM software tools such as Salesforce and Zendesk to manage client profiles effectively
- Managed outbound call campaigns using CRM software systems such as Salesforce or Zendesk Sell
- Managed customer database using CRM systems like Salesforce or Zendesk
- Documented processes related to customer interaction tracking systems such as Salesforce or Zendesk
- Provided exceptional customer service to ensure customer satisfaction
- Answered customer inquiries via phone, email, and chat
- Conducted regular follow-up calls with customers after resolving their issues
- Tailoring agile practices to fit the specific needs and constraints of a customer service environment Employed analytical techniques to streamline processes, reducing operational costs by15% while maintaining quality standards
- Will be following instructional prompts presented by manager
- Coordinate with help desk staff to troubleshoot issues
- Work with management on potential errors
- Organize and distribute data
- Remote
Project Manager / Associate Financial Advisor
Edward Jones
01.2021 - 05.2023
- Routing calls and asking questions from a script
- Actively sought out feedback from stakeholders throughout the duration of a project in order to identify areas needing improvement or adjustment
- Communicated effectively with stakeholders to ensure project goals are met on time and within budget
- Providing customers with convenient ways to manage their accounts, enable digital payments, provide solutions that meet their financial needs
- Received and resolved over40 inbound calls per day
- Delivering exceptional service to our customer by going out of the way to please them
- Conducted thorough data analysis to identify areas for improvement in customer service processes, leading to a15% reduction in response time and an increase in customer satisfaction ratings
- Conducted regular status meetings with internal teams and external partners to track progress against established milestones
- Fielding calls from clients asking about their retirement accounts
- Providing the first call resolution, while following strict procedures that meet compliance guidelines
- Identifying and offering the customers the products and services they need and want to succeed
- Financially
- Ensured compliance with applicable laws, regulations, policies and procedures throughout the life cycle of each project
- Negotiated contracts with vendors and suppliers based on company objectives and budget constraints
- Remote
Customer Service Representative
Methodist Health System
01.2018 - 12.2020
- Holding the highest ethical standards and maintaining the valued trust of our customers and communities
- Serving the consumers through digital (online, mobile, and social) and contact centers (phone, email, and correspondence)
- Providing customers with convenient ways to manage their accounts, enable digital payments, provide solutions that meet their financial needs
- Delivering exceptional service to our customer by going out of the way to please them
- Providing the first call resolution, while following strict procedures that meet compliance guidelines
- Identifying and offering the customers the products and services they need and want to succeed financially
- Maintained detailed records of customer interactions, transactions and comments for future reference
- Gathered customer feedback through surveys and used the data to improve customer service
- Provided exceptional customer service to ensure customer satisfaction
- Answered customer inquiries and provided accurate information regarding products and services
- Remote
Data Analyst/Data Entry Clerk
Avis Budget Group
01.2016 - 04.2018
- Welcome client and visitors to the office and assist them as needed
- Leveraged SQL queries to extract, transform and load data into databases
- Translated raw data into meaningful information using statistical techniques
- Perform various clerical tasks as needed (file papers, organize supplies, etc.)
- Take meeting notes and transcribe into email, documents or spreadsheet form and prepare and send faxes Answer phone calls and route calls to appropriate persons, Take and deliver phone messages
- Clean and tidy public office space, Notify and remind all parties of upcoming events, lunches, meeting etc Break down tray line and cleaning as outlined in time and duties
- Attend educational program and in services meeting
- Attend meeting as required
- Maintained documentation of all the processes related to Data Analysis
Education
Bachelor of Science - Political Science
University of North Texas
Denton, TX05-2023
Associate of Arts - Criminal Justice
Collin County Community College
Plano, TX12-2019
Skills
- Mondaycom
- Excellent Phone Etiquette
- Collaborative Teamwork
- Time/Call Management
- Quality Assurance Controls
- Analytical and Critical Thinking
- Exceptional Communication Skills
- CRM software
- Live chat
- Agile metrics tracking
- Sprint planning
- Agile coaching
Certification
- Certified ScrumMaster (CSM)
- Professional Scrum Master (PSM)
Timeline
Scrum Master/ Customer Service Representative
Liberty Mutual Inc
06.2023 - Current
Project Manager / Associate Financial Advisor
Edward Jones
01.2021 - 05.2023
Customer Service Representative
Methodist Health System
01.2018 - 12.2020
Data Analyst/Data Entry Clerk
Avis Budget Group
01.2016 - 04.2018
Bachelor of Science - Political Science
University of North Texas
Associate of Arts - Criminal Justice
Collin County Community College
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