Serethia Scott
Suffolk,VA
Summary
Dedicated Servant Leader and Change Agent championing the Delivery of High-Quality Business Solutions through the adoption of Agile Mindset and the associated Lean Thinking. Adept at leading Cross-Functional Teams, implementing Agile Principles, conducting thorough Business Analysis, and ensuring Client Success. Proven ability to drive Efficiency, enhance Product Quality, and foster Strong Customer Relationships. A Scrum Master who fosters Team Collaboration and Coherence resulting in Optimal Performance and Speedy Delivery. A Business Analyst who utilizes Data Analysis tools to extract Meaningful Insights, contributing to informed Decision-Making. A Customer Success Manager who implements a Customer Feedback Loop ensuring high levels of Customer Satisfaction and Retention. 1 Year as a Scrum Master, 5 Years as a Business Analyst, and 6 Years as a Customer Success Manager in the Retail, Financial Technology, and Healthcare sectors.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Success Manager / Scrum Master
Luxury Natural Salon
06.2018 - Current
- Facilitates Scrum Events (Sprint Planning, Daily Scrum, Sprint Review, Sprint Retrospective + The Sprint)
- Drives Post Deployment Adoption ensuring Renewals, Expansion + Positive References for more Business
- Builds + maintains strong relationships with clients to understand their unique preferences and expectations
- Works closely with the Product Owner to prioritize and manage the salon's Product Backlog
- Collaborates with various Teams to ensure the timely and successful delivery of beauty services + products
- Uses an Agile Mindset to identify emerging Risks and mitigate them with Contingency Plans
- Ensures Continuous Improvement to maximize Team productivity and delivery of high-quality beauty services
- Motivates Teams to be successful while Ensuring Quality + Timeliness in observance of the Definition of Done
- Establishes Agile Practices that Ensure High-Quality Results and a High Level of Customer Satisfaction
- Implements Customer Success strategies to enhance Client Retention, Loyalty, and Lifetime Value
- Acts as a catalyst for Change by improving Processes increasing the Productivity of the entire Team
- Fosters a culture of Collaboration, Innovation, and Continuous Improvement within the salon Team
- Promotes Cross-Team collaboration and problem-solving, resolving conflicts, and enhancing communication
Financial Analyst II
Anthem Inc.
Virginia Beach, VA
09.2015 - 07.2020
- Conducted thorough analyses of data to identify irregularities, discrepancies + potential areas for recovery
- Implemented strategies to minimize financial losses by identifying + addressing root causes of discrepancies
- Coached Team in Agile Principles, Implemented Change effectively, guiding Teams to higher Scrum Maturity
- Organized Road Mapping to drive Increased Return on Investment and greater Scrum Adoption
- Defined Product Requirements based on Business Objectives, User Feedback and Data-Driven insights
- Evaluated Potential Risks and recommended Proactive Measures to prevent future financial losses
- Analyzed data + performance metrics to provide insights + recommendations for informed business decisions
- Generated regular reports on key performance indicators, ensuring that relevant stakeholders were informed
- Led the Onboarding Process for new clients, ensuring a smooth transition + understanding of our services
- Maintained comprehensive documentation of recovery efforts + prepared reports on financial discrepancies
- Developed and executed recovery plans to reclaim funds or assets
- Facilitated the integration of new technologies or software solutions to streamline Business Operations
- Acted as the main point of contact for client inquiries, concerns, or issues, ensuring Timely Resolutions
- Gathered feedback from clients and communicated insights to relevant teams for Continuous Improvement
- Collaborated with Cross-Functional Teams to enhance financial processes, ensuring Efficiency and Accuracy
Customer Service Representative III
AmeriGroup
Virginia Beach, VA
04.2008 - 08.2012
- Guided new clients through the onboarding process, ensuring a seamless intro to our health insurance plans
- Fostered a culture of Continuous Improvement encouraging Experimentation + Innovative Thinking
- Built + nurtured long-term relationships with clients, understanding their unique healthcare needs
- Regularly checked in with clients to assess Satisfaction Levels and address any Concerns or Inquiries
- Educated clients on the details of their coverage, including benefits, limitations, and relevant terms
- Maintained relationships with Clients and Vendor Partners ensuring good standing and Open Communication
- Provided personalized Recommendations and Solutions to enhance their overall insurance experience
- Promoted health and wellness initiatives to empower clients in managing their overall well-being
- Served as Customer Advocate to influence processes improving Customer Satisfaction + Retention
- Gathered feedback from clients for their experiences + suggestions for Continuous Improvement
- Established Agile Practices that Ensure High-Quality Results and a High Level of Customer Satisfaction
- Owned Key Metrics for including Renewal Forecast, Activity Management, Upsells and Adoption
- Managed and Resolved Client Escalations other CSMs were unable to bring to Resolution
- Facilitated the Delivery of Innovative Workforce Automation Solutions using Emerging Technologies
- Conducted training sessions for Team members ensuring Continuous Service Enhancement
Customer Service Cashier
Citi Trends
Portsmouth, VA
08.2006 - 10.2010
- Acted as the main point of contact for assigned accounts, addressing concerns + providing proactive support
- Stayed abreast of product updates + industry trends to provide relevant insights + recommendations to clients
- Gathered customer feedback to understand their preferences + areas for Continuous Improvement
- Analyzed client usage patterns + engagement metrics to identify opportunities for Upselling + Cross-selling
- Ensured high customer retention rates by managing contract renewals + identifying potential churn risks
- Prepared periodic reports on customer success metrics, highlighting achievements + areas for improvement
- Collaborated with sales and marketing teams to develop strategies for expanding customer accounts
- Escalated critical issues as needed, ensuring a swift resolution and optimum customer satisfaction
- Drove adoption of new integrations, conducted Product Education, and shared best practices
- Fully Owned Responsibility for providing best-in-class service to all recently signed clients
- Presented Customer Reports to Management and shared Success Stories to Train others
- Managed Difficult Customer Issues effectively and professionally resolving them quickly and effectively
- Provided Oversight, Strategy, and Direction for the full Customer Success Processes
Education
Radiology - Science
Tidewater Community College
Norfolk, VASkills
- Agile Delivery
- Agile Transformation
- Conflict Resolution
- Facilitation
- Collaboration
- Agile Principles
- Solutions Implementation
- Continuous Improvement
- Onboarding
- Risk Mitigation
- Business Analysis
- Microsoft Excel
- Customer Satisfaction
- Microsoft Office Suite
- Agile Values
- Kanban
- Stakeholder Engagement
- Negotiation
- Throughput
- Customer Management
- Retention
- Team Empowerment
- Quality Control
- Renewal
- User Acceptance Testing
- Feedback Analysis
- Sprint Planning
- Scrum Values
- Backlog Refinement
- Scrum Of Scrums
- Requirements Gathering
- Change Management
- Innovation
- Jira Admin
- Data Analysis
- Deployment
- Scrum Practices
- Team Coaching
- Servant Leadership
- Confluence
- Process Improvement
- Compliance
- Cross-Selling
- Lean Thinking
- Visibility
- SAFe Values
- Upselling
- Cycle Time
Websites
Certification
- Certified Scrum Master (CSM), Scrum Alliance
- Certified SAFe 6 Scrum Master, Scaled Agile, Inc
- Jira Fundamentals Badge, Atlassian
- Confluence Fundamentals Badge, Atlassian
Timeline
Customer Success Manager / Scrum Master
Luxury Natural Salon
06.2018 - Current
Financial Analyst II
Anthem Inc.
09.2015 - 07.2020
Customer Service Representative III
AmeriGroup
04.2008 - 08.2012
Customer Service Cashier
Citi Trends
08.2006 - 10.2010
Radiology - Science
Tidewater Community College