Pamela Campbell
North Charleston,SC
Summary
“Seasoned Agile professional with over 10 years of experience in facilitating Agile Release Trains (ARTs) and leading Scrum teams. Proven track record in steering ARTs towards the completion of objectives, managing risks, and driving relentless improvement. Expert in fostering a culture of trust and collaboration, and promoting open communication within teams. Skilled in removing impediments that could slow the team’s progress and helping the team maintain their focus on sprint goals. Committed to leveraging Agile principles and practices effectively to ensure team efficiency and performance. Seeking a challenging role to utilize my skills and experience in driving teams towards success.”
Overview
26
26
years of professional experience
1
1
Certification
Work History
CS&S Customer Service Agent
Southwest Airlines
Atlanta, GA
05.1998 - Current
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Mentored new employees on procedures and policies to maximize team performance.
- Updated databases with new and modified customer data.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
Education
Master of Science - Business Administration
Texas Southern University
Houston, TX06-2016
Skills
- Agile Frameworks
- CRM Software
- Scrum with small teams working on a single project
- Continuous Improvement
- Often face unpredictable situations like flight delays or cancellations Using SAFe, I quickly adapt to these changes and provide timely solutions
- Outstanding communication skills
- Software Development
- Used SAFe principles to focus on improving the passenger’s experience, whether it’s through faster check-in processes, better handling of queries, or personalized customer service
Certification
- Agile Boot Camp (AT&T Telecommunications)
- Six Sigma Black Belt
- Six Sigma Green Belt
Timeline
CS&S Customer Service Agent
Southwest Airlines
05.1998 - Current
Master of Science - Business Administration
Texas Southern University
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