KY KING
Houston,TX
Summary
Highly motivated Scrum Master/Project Manager with several years of experience acting as a Consumer Support Specialist Lead while excelling at my duties as an Account Executive. Tactical professional with a background in successfully eliminating client roadblocks and technical challenges. Highly knowledgeable in Risk Management while ensuring successful project completion. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Scrum Master
Glendale
11.2023 - 05.2024
- Improved team efficiency by implementing Agile and Scrum methodologies for project management
- Collaborated with Product Owners to refine requirements and ensure alignment with business goals.
- Managed product backlog effectively, prioritizing high-value items for faster completion.
- Worked closely and listened to team members' feedback to identify issues and resolve conflicts.
- Identified potential risks early in the project lifecycle and implemented strategies accordingly.
Consumer Support Specialist (Remote)
Twitter
09.2020 - 09.2023
- Developed comprehensive knowledge of Twitter products and services to provide accurate information to customers.
- Actively sought feedback from users on their experiences with Twitter's products or services, identifying areas for potential improvement.
- Acted as first point of contact for users and answered questions routed through live chat and emails.
- Reduced Customer complaints by 23%
- Contributed to the development of internal policies relating to consumer support procedures, enhancing overall effectiveness as a team member.
- Collaborated with cross-functional teams to ensure timely resolution of consumer issues, improving overall service quality.
Account Executive/Project Manager
Exposure PR
02.2019 - 03.2020
- Collaborated with cross-functional teams such as finance, operations, legal, and marketing to identify new opportunities for growth
- Coordinated resources across multiple departments and teams as needed for successful completion of projects
- Identified risks associated with each project and developed strategies for mitigating those risks.
- Qualified leads, built relationships and executed sales strategies to drive new business.
- Boosted client satisfaction by developing and maintaining strong relationships through effective communication.
- Developed detailed reports analyzing account performance data, providing valuable insights for future strategy adjustments or improvements.
Junior Account Executive
Exposure PR
09.2017 - 02.2019
- Developed and implemented marketing strategies to increase brand awareness while conducting market research
- Assisted in budget management activities such as tracking expenses and preparing financial reports.
- Developed strong relationships with clients, leading to increased trust and repeat business
- Managed multiple accounts ensuring timely communication and accurate record keeping.
- Built and strengthened relationships with new and existing accounts to drive revenue growth.
Education
Bachelor of Arts - FASHION BUSINESS
Fashion Retail Academy
London09.2014
Skills
- Account Management
- Project Management Abilities
- Software Troubleshooting
- Cross-Functional Collaboration
- Procedures Adherence
- Sprint Planning
- Meeting facilitation
- Presentation Skills
- Retrospective Analysis
- Agile Metrics Tracking
- Problem-solving abilities
- Critical Thinking
- Customer Relations
Certification
- Certified Scrum Master
- Introduction to Technical Support IBM
- Certified Google Remote
Timeline
Scrum Master
Glendale
11.2023 - 05.2024
Consumer Support Specialist (Remote)
Twitter
09.2020 - 09.2023
Account Executive/Project Manager
Exposure PR
02.2019 - 03.2020
Junior Account Executive
Exposure PR
09.2017 - 02.2019
Bachelor of Arts - FASHION BUSINESS
Fashion Retail Academy
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