Dynamic and experienced Scrum Master and Business Analyst with 7+ years of professional experience in private organizations. Proficient in agile methodologies including Scrum, Kanban, XP, SAFe, and Scrum@Scale. Successfully completed projects in Client Success and Compliant Management, Customer Experience Report Analytics, and Customer Success Omni Channel Implementation. Demonstrates thought and servant leadership through training, coaching, mentoring, and fostering a fail-forward culture. Excellent communication skills and ability to establish connections with stakeholders and C-suite management. Thrives in fast-paced and evolving work environments, delivering value efficiently.
Project: Client Success, Compliance Management, and Sales Research Analytics
● Drive service quality and sales information systems scoped to research, collect, consolidate, analyze and utilize data for sales management, decision-making, and service improvement.
● Collaborate with the BI Engineer, Customer Success Manager, Complaint and Resolution Analyst, Data Engineer, Research Analysts, Sales Manager, Quality Analyst, and DevOps Engineer.
● Facilitate Scrum Events to drive the iterative and incremental delivery of value that has led to a 20% reduction in defects and an increase in team efficiency.
● Collaborate with the agile team to prioritize following MoSCoW technique.
● Combine different scrum patterns such as stable team, interrupt buffer, swarming, and WIP limit to accelerate delivery.
● Identify project risks and ROAM (resolve, own, accept, mitigate) them based on approved risk management plans.
● Assist the team define norms/working agreements as a way to promote a healthy team and collaboration.
● Collaborate with the rest of the team to remove blockers and promoted self-assignment of impediment removal.
● Promote team collaboration, shared learning, emotional intelligence, and diversity awareness to manage conflicts.
● Actively promote a SAFe environment for the team to contribute, innovate, disagree, and self-organize
● Support the team in Jira administration such as education, troubleshooting, and daily usage.
● Collaborate with both internal and external stakeholders to understand their time, value, and quality expectations.
● Coach and mentor the team in being agile, agile frameworks, and sustaining business agility.
● Work with the rest of the team to define and agree on done (DoD) as a way to factor in quality in increments.
● Collaborate with leadership to review strategic initiatives against ROI, Risks, Cost, and organizational objectives.
● Track various metrics using Jira, populate the dashboard with the tracked metrics, and use them to influence decisions.
Project: Customer Experience Report Analytics
● Supported the analysis of customer feedback, request, successes, and failure as a way to increase customer success and provide data for decision making.
● Functioned in a team of Research analysts, Data analysts, Power BI engineers, Quality Analysts, and Customer Service Managers.
● Facilitated Scrum Events to inspect, adapt and drive progress toward the sprint goal, product goal, and program objectives.
● Radiated information and promote effective communication within and across teams and the leadership.
● Managed Clients, stakeholders, and C-level Management through communications, metrics, and request fulfillment.
● Facilitated effective communications across and within the team to support timely value delivery.
● Participated in the business intake where initiatives are reviewed, created epics, and funneled to team levels.
● Promoted visibility, transparency, inspect and adapt as part of the Kanban framework for product development.
● Tracked, analyzed, and influenced team and project decisions using the velocity, burnup, and burndown charts.
● Researched agile practices, analyzed the information, and used the same to influence agility within the team/organization.
● Actively promoted lean agile by removing wastes, optimizing the whole, amplifying learning, and making fact-based decisions.
● Documented impediments and risks in the risk Kanban board and ROAM them based on the agile playbook.
● Shielded the team from interference and implemented swarming and WIP limit to drive delivery acceleration.
● Planned the team capacity and ensured it influences the sprint load to prevent over-commitment.
● Assisted the Product Owner in defining sprint goals, prioritization, and engaging the stakeholders.
● Conducted training and lunch and learn to promote continuous learning.
Project: Customer Success Omni Channel Implementation
● Drove the integration, operations, and management of the Omni-channel including email, social media, and phone access to attend to customer needs/complaints including real-time documentation and feedback analysis.
● Supported a scrum team of Software Engineers, Quality Analyst and Database Engineer, Customer Service Managers, Compliance Officers, and Security Engineers.
● Elicited requirements and analyzed them into Epics, Features, Functional and Non-Functional requirements.
● Assisted the team to prioritize and define iteration goals while aligning with the program vision.
● Created risk, timeline, and project performance reports, analyzed them, and presented same to stakeholders.
● Identified impediments, conducted root cause analysis, and resolved and prevented their reoccurrence.
● Supported in prioritizing issues, communicated timely and fixed with Customer Support.
● Participated in sprint planning, daily scrum, sprint review, and sprint retrospectives.
● Facilitated frequent quality assurance plans and implementation reports to C-level management.
● Communication: Written and Verbal
● Change and Risk Management
● Conflict, Problems, and Issue Management
● Research: Qualitative and Quantitative
● Product, Process, Project Management
● Thinking: Creative, Design, System & Strategic
● Servant and Thought Leadership
● Coaching, Training, and Facilitation
● Team Building and Collaboration
● Interpersonal Skills and Emotional Intelligence
● Stakeholder and C-Suite Management
* Agile Frameworks: SAFe, Scrum, Kanban, XP and TDD, Agile
Registered Product Owner (RPO) Scrum Inc
Registered Scrum Master (RSM) Scrum Inc
Certified Professional in Agile Project and Delivery Management (ICP-APM) ICAgile