Afaque Khan
Scrum Master
Pune,Maharashtra
Summary
A quality-oriented professional consistently praised for a hard-working nature by co-workers and management. Over 19 years of experience in Delivery Operations, People Management, Project Management, and Scrum Master roles, with a developed skill set directly relevant to these areas. Expertise in Project lifecycle, Customer Retention, Customer Service, Third-party US Collections, and Commercial Banking. Strong analytical, communication, and teamwork skills enable quick adaptation to new environments. Eager to contribute to team success and further professional development. Positive attitude and commitment to continuous learning and growth for a valuable impact.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Agile Scrum Master
Tata Consultancy Services Pvt Ltd
04.2013 - Current
- Project Planning & Scope Management- Define project goals, scope, timelines, and tasks, ensuring alignment with business objectives
- Facilitating Agile Practices - Lead and coach multiple Scrum teams in delivering high-impact projects using Agile and Scrum methodologies. Facilitate all Scrum ceremonies, including daily stand-ups, sprint planning, reviews, and retrospectives.
- Budget and Resource Management - Manage project budgets and allocate resources efficiently to meet timelines and deliverables. Work closely with Product Owners to ensure well-groomed product backlogs and clear sprint goals.
- Risk & Issue Management - Identify risks early, implement mitigation strategies, and resolve issues to ensure project progress.
- Stakeholder Communication - Serve as the primary contact for stakeholders, providing clear project status updates and managing expectations.
- Team Leadership & Coaching - Mentor teams on Agile methods, foster collaboration, and ensure accountability for project deliverables.
- Progress Tracking - Identify and remove impediments that hinder the team's progress, ensuring timely delivery of sprint objectives. Drive continuous improvement initiatives, leading teams to improve processes and increase productivity.
- Collaborate with stakeholders to align project goals and manage expectations.
- Successfully improved team velocity and increased overall customer satisfaction through Agile practices.
- Conducting MBR and Team leaders review to identify the process gap. Played a key part in managing the initial start-up of the process, like hiring, deployment, training and going live . Successfully completed the Certification of Green Belt of Lean Six Sigma.
Sr. Customer Relations Advisor- Retentions
Hutchison 3 Global Services Pvt. Ltd.
07.2010 - 04.2013
- Managed the biggest Telecom Company in UK
- Piloted the First SIM Only Mobile Broadband retentions team in India
- Piloted and was part of the transition team for Mobile Broadband retentions team in Mumbai
- Responsible for managing 15+ team members and managing Operations SLA for MBB Retentions skill set
- Provided adequate support to outliers by identifying technical and non-technical training requirements and trained them thus ensuring better performance & fostering individual growth
- Capacity planning with resource deployment.
Quality Executive – US Collections
HOV AR Management Services Pvt. Ltd (Bay Area Credit Services Pvt Ltd.)
10.2005 - 06.2010
- Handled Customers Complains for the entire contact center in Pune
- Handled payments audits for the contact center
- Conducted Trainings for advisors for behavior, refreshers, and skills
- Successfully completed T.E.D.P (Transition Expert Development Program)
- Monitored advisor calls and finding out the areas of improvement and coaching for the same on a daily basis.
Insurance Advisor
ICICI Prudential Life Insurance Co. Ltd.
11.2003 - 07.2005
- Increased the Retail Sale of the company Life Insurance Policies
- Mentored the Subordinate to increase productivity
- Worked as a team for the growth of the company
- Monitored advisor calls and finding out the areas of improvement and coaching for the same on a daily basis.
Education
Bachelor of Science - Zoology
Karim City College
Jamshedpur, IndiaSkills
- Project Management
- People Management
- Scrum Master
- Collections
- SLA Management
- PMF
- Agile Trained
- Commercial Banking
- Loans
- Customer Service
- WFM
- Case Management
- Cross-functional coordination
- Team facilitation
- Release planning
- Sprint Planning
- Leading scrum meetings
- Customer interaction
- Backlog management
- Effective customer communication
- Agile Best Practices
- Lean principles
- Risk Identification
Certification
- Web Designing from Zap InfoTech and Radical Academy.
- Cleared the IRDA Exam conducted by Govt. of India to become insurance Advisor.
- Successfully completed T.E.D.P (Transition Expert Development Program).
- Successfully completed the Certification of Green Belt of Lean Six Sigma
- Successful completed Basic of Ethical Hacking Certification from Udemy
- Successfully completed Talent Management Certification from LinkedIn
Languages
Hindi
English
Urdu
Hobbies and Interests
- Writing
- Painting
- Photography
Awards
- Represented the School for Inter School Basketball Championship.
- Received the highest collector award for Client GE.
- Selected at State Level for Basketball in 1998.
- Played Archery at Inter School level and was selected at National Level.
- Best Team Leader award in 2019 for Telstra
- Agile Certified
- Power BI Trained
- NLP trained
- ITIL trained
- Scrum Certification prep +Scrum Master + Agile Scrum Training Completed
Timeline
Agile Scrum Master
Tata Consultancy Services Pvt Ltd
04.2013 - Current
Sr. Customer Relations Advisor- Retentions
Hutchison 3 Global Services Pvt. Ltd.
07.2010 - 04.2013
Quality Executive – US Collections
HOV AR Management Services Pvt. Ltd (Bay Area Credit Services Pvt Ltd.)
10.2005 - 06.2010
Insurance Advisor
ICICI Prudential Life Insurance Co. Ltd.
11.2003 - 07.2005
- Web Designing from Zap InfoTech and Radical Academy.
- Cleared the IRDA Exam conducted by Govt. of India to become insurance Advisor.
- Successfully completed T.E.D.P (Transition Expert Development Program).
- Successfully completed the Certification of Green Belt of Lean Six Sigma
- Successful completed Basic of Ethical Hacking Certification from Udemy
- Successfully completed Talent Management Certification from LinkedIn
Bachelor of Science - Zoology
Karim City College
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