Scrum Master Service Representative

HANNAH ETUK

PROFESSIONAL SCRUM MASTER

Tel: 614-***-**** **********@*****.***

“It is not the strongest species that survive, nor the most intelligent, but the ones most responsive to change"

Result-driven, Servant Leadership, Waterfall & Agile, Strategic Planning, Process Improvement, Coaching, Dependency & Risk Management, Information Radiator, Conflict management, Continuous Improvement, Active listening, Sprint goal & Development, Agile Maturity, Change Agent, Decision Making, Agile methodology, Interpersonal communication skills, Human-centered design.

6 years of experience, advanced knowledge in agile especially Scrum and waterfall methodologies known ability to produce high-quality deliverables

Solutions-driven Scrum Master leading cross-functional teams and driving Business Consulting, Process Innovations, Risk and Compliance, Product Development, Application Technology

Ability to coach, mentor, lead, and motivate the team and project sponsors to achieve the various goals and objectives of the project, excellent interpersonal skills, capable of developing effective relationships across the department and engaging with the people in an effective way to deliver outcomes.

Collaborative leader, proven ability to lead and develop teams, who work extremely well in dedicated and matrix team environment and cross-functionality.

Performed the Scrum Master role managing cross-functional teams, bringing transparency, and facilitating events - Sprint Planning, Estimation Workshops, Daily Stand-ups, Sprint Review, Fun Retrospectives.

Agile Methodologies

Self-Organization

User Stories and Process Mapping

Servant Leadership

Project Documentation

Quality Assurance

Project Scheduling

Team Management

Risk/Change Management

Automation

Process improvement

Emotional Intelligence

Cross-Functional mentoring

Sprint Planning

Estimation Workshops

Daily stand-ups

Sprint Review

Retrospective

Technology Summary

SDLC Methodologies

Agile Management Tools

Microsoft office Tools

Scrum, Agile, Waterfall, Kanban

JIRA, Confluence, Miro, Story Mapping, Capacity Planning, Skill assessment, Agile Maturity, Risk register, Dependency mapper, Remote collaboration, Fun retrospectives

Experience

SPECTRAMEDIX: NOV’2018 – CURRENT SCRUM MASTER

Responsibilities:

Worked closely with the Product Owner in defining the product goal & roadmap

Worked effectively within the Scrum Team to remove impediments and track them in Jira

Guided the team through continual improvement process and best practices.

Facilitated scrum master community of practices.

Ensured conducive environment which fostered self-organizing and self-managing team.

Empowered the Scrum team with regular inspect and adapt opportunities

Encouraged the Development team to keep sprint backlog up to date

Facilitated all Scrum Events including the Sprint, Sprint Planning, Daily Scrum, Sprint Review, Sprint Retrospective, and Product Backlog Refinement. Workshops with stakeholders.

Assisted in defining and deploying the forward order processes and facilitated the continuous improvement of the existing process.

Assisted the product owner in the Creation of Epics, Features & Stories for the team in Jira.

Performed JIRA admin activities for teams (created boards, workflows, filters, dashboards, reports using basic and JQL.)

Planned and tracked sprints closely and helped the team to focus on commitments & delivery

Communicated team velocity and sprint/release progress to the teams and management

Organized & facilitate Team and organization Agile maturity

Facilitated retrospectives using innovative games techniques and closure of action items on improvements

Reflecting and radiating the metrics like burn down chart progress, quality, and velocity to the team and upper management.

Prepared various dashboards in Jira which reflect risks, dependencies, impediments

Helped Product owner with effective management of Features, Epics, Stories, and prioritization

Ensured INVEST criteria are met for all the user stories in the backlog.

Effectively supporting the Delivery Squad through objectives changes and re-prioritizing requirements.

Applied human-centered design (Empathize, Define, Ideate, Prototype, Test, Implement)

M&T Bank: MAY’16 – NOV’18 SCRUM MASTER

Responsibilities:

Effectively guided scrum teams

Creating working agreements, establishing, and helping the teams to achieve their Sprint Goals

Facilitated retrospectives using innovative games

Educated and coached the teams on the usage of Jira & Confluence tools

Took ownership to drive through resolutions of issues or blockers, coordinate directly with other development/product teams on inter-dependencies or through the scrum-of-scrum ceremony

Helped Product owner with effective management of backlog

Ensured INVEST criteria are met for all the user stories in the backlog

Ensured the teams are adhering to the DOR and DOD criteria

Optimized workflow efficiency, lead the ceremonies, and ensured the smooth delivery

Educated and ensured Agile/Scrum implementation methodology, practices, values, and framework are adhered to by team members, while resolving impediments by coordinating and collaborating with cross-functional team

Coordinated with the scrum team in Daily Scrum Meetings, Sprint Planning Meetings, Sprint Review Meetings, Sprint Retrospective Meetings, and Backlog Grooming meetings

Close monitoring of Sprint Burndown, Burn-up, and Release Burndown Chart to keep track of the team’s velocity and sprint progress for forecasting, and any scope changes

Gather data and support the build of early prototype models to demonstrate features.

Working as part of a team of Business Analysts, Solution Architects, UX Designers/Researchers, Developers, and Business stakeholders, to Understand frictions/issues within current business processes

Coordinated with the scrum team during each Sprint towards a shippable product release working closely with the Product Owner to make sure each user story in the Sprint Backlog was worked on

Exhibit confidence and extensive knowledge of emerging industry practices when solving business problems

Tracked and managed all change requests taking them through the complete change request lifecycle Backlog Items (PBIs) using techniques like MOSCOW and estimated Story Points using Planning Poker.

MORTGAGE SOLUTION: MAR’14 – MAY’16 QUALITY ASSURANCE ANALYST

I ensure an equal number of quality reviews are conducted monthly to assist customer service specialists with administering, interpreting, and conveying information to customers.

I gather feedback for improvement through internal and external communications, be it compiling survey data and customer feedback for survey analysis to make both internal and external communication recommendations for process improvement.

Training staff members on the quality controls and policies. Managing staff, analyzing data, and developing strategies or policies for higher quality. Establishing strategies to improve efficiency and profitability in the organization.

Assess all items in-depth, making sure that it meets all the company’s requirements compliance standards, and that there are no issues.

Providing reports, customer, and employee feedback to supervisors, reviewing calls for completeness, quality, and accuracy.

Worked closely with senior management, partners, and technicians in assessing operational data and identifying quality problems.

BECK HOME HEALTH SERVICES FEB’12 –MAR’2014 CUSTOMER SERVICE REPRESENTATIVE

Provided timely response to customer inquiries including payments, billing, and all aspects of a customer’s needs.

Facilitated support and mentor core team members through training and best practices.

Developed procedures and managed weekly team meetings agendas.

Maintained quality performance on an average of 96% and higher within 2 conservative years.

Adherence on an average of 95% within 2 years respectively.

Received promotion to a senior tier in the department and earned several internal awards and commendations throughout my job performance.

Resolved customer service inquiries and issues by identifying the type of assistance the caller needs such as benefits, eligibility, claims, financial spending accounts, correspondence, and rewards program.

Provided detailed explanation regarding benefits, claims, reward programs, finding doctors, and a lot more while adhering to the policies and procedures of the company.

Resolved an average of over 400 inquiries each week and consistently met performance standards in speed, accuracy, and volume.

Educated and directed customers about the fundamentals and benefits of health care topics.

Managed customer benefit plan options, maximizing the value of their health benefits and choosing a quality health care provider.

Interacted with care providers on behalf of the customers to assist with appointment scheduling and assigning their doctors.

EDUCATION

Bachelor Degree: Computer Science, Ohio University

Master’s Degree: Leadership (Ongoing), Ohio University.

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