Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

RICHARD AMOKO

Dallas,TX

Summary

Forward-thinking Operations Specialist with 10+ years of experience and 3+ years as a Scrum Master, I’m a continuous learner, and critical thinker with a growth mindset who has over 10 years of experience in leading, coaching, supporting, and mentoring teams.
An influencer in coaching proven new and improved ways of accomplishing projects and tasks to ensure that stakeholders/clients are satisfied.
Ensure that the scrum team sticks to the Agile framework.
Manage and facilitate all scrum ceremonies/events (Sprint planning, Daily Scrum, Sprint Review, Sprint Retrospective, and Product Backlog refinement).
Efficient in the usage of vital Agile collaborative tools/software including Atlassian suite, Jira, Confluence, Mural, Miro, Lucidchart, Mindmap, Ideaboardz, Invisionapp, Scrum poker, Dictation software, MS Teams, and Zoom among others.
I am also competent in Microsoft Office suite, Generative AI, and SharePoint software. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Sr. Service Support Field Operations Specialist

Rivian
07.2023 - Current
  • Motivated and trained employees to maximize team productivity.
  • Assisted various departments with change by communicating new improvement plans and expectations.
  • I have tracked and analyzed reports to determine needed improvements.
  • Collected, arranged, and inputted information into a database system.
  • Developed and updated tracking spreadsheets using Jira and Confluence.
  • Identified company objectives by analyzing feedback, observing consumers, and collecting surveys.
  • Used Jira, Kanban, and Confluence to model data and forecast trends.
  • Generated reports detailing findings and recommendations.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Developed effective improvement plans in alignment with goals and specifications.
  • Gathered, organized, and input information into a digital database.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Supported the creation of detailed, technical financial models to value potential acquisition targets.
  • Devised and implemented processes and procedures to streamline operations.
  • Worked with cross-functional teams to drive process and system improvements.
  • Supported high-impact projects to further improve and expand existing processes and procedures.
  • Produced, assessed and distributed monthly project status reports to identify possible issues.
  • Conducted regular reviews of operations and identified areas for improvement.

Service Support Advisor

Rivian
12.2021 - 07.2023
  • Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
  • Pleasantly greeted customers and asked open-ended questions to better determine needs.
  • Developed estimates by costing materials, supplies, and labor.
  • Suggested add-on services that would be helpful to customers and improve bottom line.
  • Documented problems and corrective actions to maintain records.
  • Followed up with customers to offer additional support and check resolution satisfaction.
  • Developed process improvements to enhance overall delivery of service.
  • Educated customers regarding regular maintenance protocols to preserve vehicle condition.
  • Responded to customer inquiries and provided technical assistance over phone and in person.

Apple Genius

Apple
11.2019 - 12.2021
  • Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
  • Applied effective time management techniques to meet tight deadlines.
  • Provided professional services and support in a dynamic work environment.
  • Communicated regularly with customers concerning data exchange and technology integration.
  • Hands-on technical support to Apple customers in need
  • Diagnosed Apple devices and offered solutions
  • Provided insightful advice to clients and management
  • Trained and supported Technical experts and specialist
  • Repaired iOS and Mac devices

Customer Experience Manager

Office Deport
10.2016 - 11.2019
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
  • Collaborated with finance department on invoicing accuracy for applicable products, services, software, and logistics.
  • Scheduled and attended meetings with clients and prospective clients as requested.
  • Partnered with business leaders to deliver services that support company objectives and are consistent with corporate values.
  • Oversaw preparation of marketing copy, images, videos, emails, and other collateral.
  • Established performance and service goals and held associates accountable for individual performance.
  • Continually maintained and improved the company's reputation and positive image in markets served.
  • Executed comprehensive marketing plans that consistently achieved targets for increased revenue.
  • Analyzed and reported on KPIs to validate and demonstrate the success of marketing campaigns.

Project Manager/Agile Product Owner

MTN Satellite Communications
08.2009 - 02.2015
  • Managed projects from procurement to commission.
  • Planned, designed, and scheduled phases for large projects.
  • Met project deadlines without sacrificing build quality or workplace safety.
  • Developed and initiated projects, managed costs, and monitored performance.
  • Identified plans and resources required to meet project goals and objectives.
  • Achieved project deadlines by coordinating with contractors to manage performance.
  • Drafted project reports to identify successful outcomes, insights and future recommendations.
  • Coordinated with cross-functional teams to resolve project issues and mitigate risks.
  • Negotiated and managed third-party contracts related to project deliverables.
  • Coordinated material procurement and required services for projects within budget requirements.
  • Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
  • Prepared and submitted project invoices for review and approval.

Education

BBA - Human Resources Management

Makerere University
Kampala Uganda
01.2011

Skills

  • Operational Efficiency
  • Field Operations
  • Remote sensing
  • Logistics Management
  • Project Planning
  • Team Collaboration
  • Continuous Improvement
  • Quantitative skills
  • Analytical Thinking
  • Relationship Building
  • Team building
  • Excellent Communication

Certification

  • Project Management
  • PSM1- Professional Scrum Master
  • PSPO1- Professional Scrum Product Owner
  • SAFe 5
  • Generative AI

Timeline

Sr. Service Support Field Operations Specialist

Rivian
07.2023 - Current

Service Support Advisor

Rivian
12.2021 - 07.2023

Apple Genius

Apple
11.2019 - 12.2021

Customer Experience Manager

Office Deport
10.2016 - 11.2019

Project Manager/Agile Product Owner

MTN Satellite Communications
08.2009 - 02.2015

BBA - Human Resources Management

Makerere University

Similar Profiles

CREATE PROFILE
RICHARD AMOKO