SHANNON MILLER
ANNA,TX
Summary
I am a Project/Operations Manager transitioning into the role of a Certified Scrum Master. I am a committed person and demonstrate courage and respect for anyone that I work with. I am focused and open to everyone as we all have a role to play in whatever we do. I am a team player who likes to coach and pull out the best in others as well as learn new things myself. I am looking for an organization where I can leverage my knowledge in Agile and the Scrum Framework to deliver value and maximize Return on Investment(ROI).
Overview
14
14
years of professional experience
Work History
Project/Operations Manager
Pack N Mail Business Corp,
Plano, TX
01.2020 - Current
- Worked closely with management team to plan, develop and align and execute strategies that meet the client/customer needs
- Interviewed, hired, trained and mentored staff by conducting performance reviews, and coaching
- Facilitated best practices through training classes, and hands on training
- Provided continuous customer service to staff and customers on a daily basis
- Review and resolve any escalated issues that arise with staff or customers
SR.CASE MANAGER
Helping Hands LLC
PLANO, TX
07.2018 - 01.2020
- Accomplished multiple tasks within established timeframes.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Monitored visitations between parents and child/children while in Child Protective Service Custody.
- Coordinated visitation time and place for parent and child/children
- Supervised and coached a team of 4-5 Case Monitors utilizing Trello system
- Coordinated special events with parents and children
- Coached Foster parents on how to make the child comfortable in their home and how to transition the child from their home
- Provided feedback to Lawyers and Case Workers on progress of visits on what was going well or could improve as well as what we need to stop to make visits comfortable for all parties involved.
Client Service Manager
NATIONAL CREDIT SOLUTIONS
MCKINNEY, TX
04.2016 - 07.2018
- Managed department call volume of 30-50 calls per day and coordinated Consultant schedules to maximize coverage during peak hours.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Created customer support strategy to increase customer retention.
- Manage wide variety of credit driven accounts for clients including, but not limited to mortgage brokering, real estate brokering, business loan acquisition, auto sales, and auto financing
- Address escalated issues for each consultant- research client issues and provide a satisfactory for the client to keep company in compliance
- Manage associates while ensuring they are in compliance with responses to clients and following company procedures. Managed 1-3 team members withing own department to track client progress and follow-ups with Consultants
- Liaison between our Research & Processing Dept. and Consultants to keep a consistent work flow minimize interaction with our Research & Processing Dept. so they could stay focused on all accounts.
- Create timelines for clients to follow to help reach goals
CONSULTANT
NATIONAL CREDIT SOLUTIONS
MCKINNEY, TX
11.2011 - 04.2016
- Analyzed client credit reports and provided a detailed analysis of the credit report and what was needed to improve the credit.
- Coach clients on increasing their credit score.
- Coach client on how to implement new credit and manage existing credit.
- Assist clients on home purchases in working with local home loan officers.
- Assist clients on car purchases in working with several local dealerships so that client gets the best rate.
- Managed database of personal clients that signed up for our program.
- Provided weekly and monthly Analysis with clients to keep them on track
Client Analyst
MERCER INC
DALLAS, TX
08.2008 - 11.2011
- Utilize company database tools to set up client's healthcare & group benefits database; define data fields, import data, design screens and create queries and reports
- Test and analyze system configuration against requirement documents
- Perform data processing analysis for ongoing client services and assist with resolution of employee's issues and special projects.
- Process Carrier Eligibility files that were sent to carriers on a weekly, bi-weekly basis for each client. Analyzed each file to ensure they were in compliance with company standard
- Reviewed and analyzed Client's Employee Communications - information that was provided to the employees of each client
- Participate in meetings with clients regarding day to day issues and priorities for the day, week or month
- Process and analyzed Benefit Payroll for specified client - medical, dental and vision benefits to make sure we didn't have any errors once submitted.
- Monitored Open Enrollment for various clients.
- Created a processing guide for internal use of day to day processes.
Education
Certified SAFe Scrum Master
Scrum Alliance
Dallas, TX05.2022
Bachelor of Science - Business Administration And Management
Wiley College
Marshall, TX05.1994
Skills
- A team player and people oriented
- Work well with others in problem solving
- Agile and Waterfall Methodologies
- Value delivery
- Change management
- JIRA & Confluence
- Ability to facilitate Scrum ceremonies
- User stories creation and estimation
- Coaching and Facilitation
- Capacity planning
- Knowledge of PI planning
- Conflict resolution
- Critical and analytical thinker
- Knowledge of Scrum and SAFe
- Experience working with Trello
- Knowledgeable in JIRA
Timeline
Project/Operations Manager
Pack N Mail Business Corp,
01.2020 - Current
SR.CASE MANAGER
Helping Hands LLC
07.2018 - 01.2020
Client Service Manager
NATIONAL CREDIT SOLUTIONS
04.2016 - 07.2018
CONSULTANT
NATIONAL CREDIT SOLUTIONS
11.2011 - 04.2016
Client Analyst
MERCER INC
08.2008 - 11.2011
Certified SAFe Scrum Master
Scrum Alliance
Bachelor of Science - Business Administration And Management
Wiley College
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