Zohra Jabbar
Summary
Certified Scrum Master and Agile leader with extensive experience driving agile transformations, facilitating scrum events, and mentoring high-performing teams. Adept at fostering self-organization, removing impediments, and coaching teams to deliver value-driven solutions. Passionate about continuous improvement, stakeholder collaboration, and driving agile maturity across organizations
Overview
12
12
years of professional experience
1
1
Certification
Work History
Scrum Master
IBM/DHCS
02.2024 - 03.2025
- Managed multiple Scrum teams focused on developing innovative solutions for new applications, which significantly improved the experience for DHCS Provider Portal customers.
- Oversaw major production releases and actively monitored Hotfix Deployment calls, ensuring timely issue resolution and minimal disruption to services.
- Led and mentored cross-functional Collaboration teams, fostering a culture of continuous improvement, transparency, and accountability in Agile delivery.
- Provided technical support and leadership for Collaboration support groups, ensuring high performance and alignment with enterprise technology goals.
- Supported planning, execution, and delivery of Collaboration-related projects using Agile methodologies, ensuring timely and quality releases.
- Acted as a liaison between infrastructure and application development teams, facilitating effective cross-team collaboration.
- Ensured adherence to enterprise security protocols by integrating compliance checks into sprint activities and maintaining system integrity across Collaboration tools.
- Supported daily operations and live events, coordinating with teams to provide timely setup, troubleshooting, and issue resolution as needed.
- Applied Agile principles to manage multiple priorities and projects simultaneously, ensuring efficient resource utilization and predictable delivery.
- Took ownership of technical issues, driving resolution through collaboration, root cause analysis, and clear communication with business stakeholders.
Scrum Master
Bank of America
08.2021 - 08.2023
- Facilitated daily stand-up meetings for multiple teams, which boosted communication and transparency, ultimately leading to a 20% improvement in team collaboration.
- Coached team members on Agile principles, helping them adopt a collaborative mindset that fostered continuous improvement, resulting in higher team morale and reduced burnout.
- Implemented effective capacity planning process, which streamlined our workflow and improved our ability to prioritize tasks effectively, enabling the team to deliver value to stakeholders more consistently.
- Collaborated closely with product owners to refine the backlog, ensuring that the most valuable features were prioritized, which contributed to a 30% increase in backlog health.
Scrum Master
USAA
07.2020 - 08.2021
- Coached teams in Agile principles, ensuring adherence to Scrum framework.
- Removed impediments outside the team’s self-organizing capabilities.
- Provided mentoring on backlog refinement, sprint execution, and Agile best practices.
- Led initiatives to enhance transparency, collaboration, and process efficiency.
- Supported teams working in data migration from older platforms to newer cloud based applications.
Scrum Master
PNC
07.2019 - 04.2020
- Facilitated Scrum events, which ensured our teams consistently aligned with Agile values and principles, helping to enhance productivity.
- Managed multiple teams focused on delivering high-value digital products, which contributed to improved customer satisfaction and engagement.
- Encouraged cross-functional collaboration among team members, driving continuous improvement and fostering a culture of innovation.
- Supported Scrum teams during PI planning events, ensuring that each team had well-defined features for the upcoming quarter, which streamlined our development process.
Scrum Master
BBVA
10.2018 - 07.2019
- Acted as a servant leader, which empowered teams to self-manage and consistently deliver value.
- Addressed and resolved cross-team dependencies and risks, helping to streamline collaboration and enhance project flow.
- Led Agile maturity assessments, guiding teams to identify areas for improvement and elevate their overall performance.
- Coached teams on Agile practices, fostering an environment of growth and continuous improvement, which resulted in more effective workflows.
Scrum Master
New York Life
02.2016 - 08.2018
- Spearheaded the adoption of Agile practices within the underwriting department, which significantly improved team collaboration and efficiency.
- Facilitated training sessions on Scrum and Agile methodologies, helping team members understand their roles better and enhancing overall performance.
- Established best practices for backlog management and iterative delivery, which streamlined our workflow and led to more timely project completions.
Business Analyst
American Airlines
10.2014 - 12.2015
- Identified process inefficiencies through gap analysis, which allowed us to pinpoint areas needing improvement and propose practical solutions.
- Supported the leadership team with detailed reporting and analysis, helping to create impactful business presentations that informed divisional strategies.
- Led cross-functional teams in analyzing business processes, which revealed opportunities for improvement and drove overall efficiency.
- Developed robust business cases for multi-million-dollar initiatives, ensuring that we could effectively evaluate potential investments and their returns.
- Guided cross-functional teams to enhance operational efficiencies, which contributed to smoother workflows and cost savings across departments.
Business Analyst
United Airlines
04.2013 - 09.2014
- Developed the Small Business Program (SBP), generating $3M in additional revenue, which enhanced market competitiveness and expanded customer reach.
- Created a business case for the Mileage Plus (MP) team that established processes to reward SBP customers with MP miles, helping to strengthen customer loyalty and incentivize repeat business.
- Formulated a business case for the Outcall Program, resulting in $2M in incremental revenue, which significantly contributed to overall sales growth.
- Analyzed outbound calls to small business customers, driving additional cargo revenue, which improved our service offering to this key client segment.
Education
Master of Arts -
University of Karachi
Skills
- Agile metrics tracking
- Agile coaching
- Project management
- Sprint planning
- Risk identification
Certification
PSM1
SAFe Agile
ICP-ACC
Timeline
Scrum Master
IBM/DHCS
02.2024 - 03.2025
Scrum Master
Bank of America
08.2021 - 08.2023
Scrum Master
USAA
07.2020 - 08.2021
Scrum Master
PNC
07.2019 - 04.2020
Scrum Master
BBVA
10.2018 - 07.2019
Scrum Master
New York Life
02.2016 - 08.2018
Business Analyst
American Airlines
10.2014 - 12.2015
Business Analyst
United Airlines
04.2013 - 09.2014
Master of Arts -
University of Karachi
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