Results-driven Senior Scrum Master with proven skills in Agile methodologies, impediment resolution, and project tracking, delivering streamlined processes and enhanced team performance.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Scrum Master - PMO
Head Digital Works
Hyderabad
10.2022 - Current
Facilitated agile ceremonies: Backlog Grooming, Sprint Planning, Daily Scrum Calls, Sprint Demo, and Sprint Retrospective, promoting collaboration and transparency among teams.
Handled multiple projects with three different pods within the organization.
Coordinated with product owners to prioritize backlog management effectively.
Ensured adherence to Scrum principles during project planning and execution.
Guided teams in identifying and resolving impediments to enhance workflow efficiency.
Collaborated with stakeholders to align project goals with business objectives.
Implemented process improvements that streamlined team performance and delivery cycles.
Coached team members on Agile and Scrum concepts, values, and practices.
Tracked project progress using burn down charts and velocity metrics.
Team Lead - Customer Experience - VIP Operations
Head Digital Works
Hyderabad
04.2019 - 09.2022
Led the customer support team (VIP Support) to resolve inquiries efficiently and effectively.
Trained new staff on product knowledge and customer service protocols.
Developed training materials to enhance team performance and service quality.
Managed scheduling and workload distribution among support team members.
Collaborated with departments to improve customer feedback processes and solutions.
Implemented best practices for handling escalated customer issues swiftly.
Analyzed support metrics to identify trends and recommend process improvements.
Facilitated regular team meetings to discuss challenges and share successful strategies.
Facilitated communication between customers and other departments within the organization.
Collaborated closely with other departments to ensure successful implementation of projects and initiatives related to client experience improvement.
Identified opportunities for streamlining operational processes within the department; worked with stakeholders on implementing changes accordingly.
Ensured customer satisfaction by providing prompt responses to customer inquiries and complaints.
Analyzed feedback from customers to identify areas of improvement in service delivery process.
Developed strong relationships with external partners necessary for providing optimal service levels for customers.
Recognized patterns in common requests and inquiries from customers; developed solutions that could be applied consistently across multiple scenarios.
Resolved escalated customer issues in a professional manner while maintaining positive relationships with customers.
Maintained up-to-date knowledge about product features and functionality, industry trends, competitive landscape.
Monitored calls of team members to ensure adherence to established policies and procedures.
Delegated work to staff, setting priorities and goals.
Guided employees in handling difficult or complex problems.
Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
Discussed job performance problems with employees, identifying causes and issues to find solutions.
Assistant Team Lead - Customer Experience
Head Digital Works
Hyderabad
04.2018 - 03.2019
Collaborated with team members to improve customer service processes.
Trained new staff on customer support protocols and system navigation.
Provided feedback to management on recurring customer concerns and trends.
Maintained product knowledge to effectively address customer questions.
Facilitated communication between departments to enhance service delivery.
Maintained accurate records of customer interactions, transactions, comments and complaints.
Resolved customer complaints in a timely and efficient manner.
Utilized problem-solving skills in order to resolve complex customer service challenges quickly and effectively.
Processed refunds and returns according to company policy while keeping customers informed throughout the process.
Monitored incoming emails, website inquiries, and social media messages related to customer service issues.
Evaluated customer feedback to identify areas where improvements could be made in service delivery.
Worked collaboratively with other departments within the organization to ensure customer satisfaction.
Answered customer inquiries and provided product information via phone, email, and live chat.
Gathered customer feedback on products or services and reported it to management for review.
Identified customer needs by asking probing questions and actively listening to the responses.
Created detailed reports summarizing customer service activities, such as the number of calls and emails received per day.
Developed strong relationships with customers through frequent follow-ups after initial contact.
Maintained positive working relationship with fellow staff and management.
Executive - Customer Experience
Head Digital Works
Hyderabad
01.2017 - 03.2018
Assisted customers with inquiries through phone, email, and chat support.
Resolved customer complaints using problem-solving skills and product knowledge.
Documented support interactions in the customer relationship management system.
Collaborated with team members to improve service processes and customer satisfaction.
Monitored support ticketing system for timely resolution of issues.
Maintained product knowledge to effectively address customer questions and concerns.
Maintained up-to-date knowledge of company products, services, policies, and procedures.
Responded to customer emails and phone calls promptly, courteously, and professionally.
Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
Ensured customer satisfaction through effective communication skills and problem resolution techniques.
Customer Support Specialist
Just Dial Ltd
Hyderabad
06.2014 - 12.2016
Assisted customers with inquiries through phone, email, and chat support.
Collaborated with team members to improve service processes and customer satisfaction.
Trained new staff on customer service protocols and system usage.
Monitored support ticketing system for timely resolution of issues.
Provided feedback to management on recurring customer concerns for process improvement.
Maintained product knowledge to effectively address customer questions and concerns.
Investigated customer complaints regarding product quality or service rendered.
Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
Analyzed customer complaints and service trends to identify and correct systematic issues.
Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
Sr. Manager, Finance at Head Digital Works Private Limited (A23.com, Cricket.com)Sr. Manager, Finance at Head Digital Works Private Limited (A23.com, Cricket.com)