Kannan Casuba

Work History

Senior Scrum Master

Mphasis Limited

Bengaluru

10.2021 - Current

Coach and facilitate success of two software development teams through an integrated Agile framework
Support, organize, and monitor the release planning, product demos & sprint reviews, scrum of scrum meetings and retrospectives
Servant Leadership: Supporting the Agile teams, product owners as well as educate on enterprise-level Agile transformation as a hands-on change leader
Training & Coaching: Drive organization-wide adoption of the Agile mindset and best practices by implementing Agile principles and scrum rules, practices, theories, and values
Also offer training and development opportunities for cross- functional teams and management
Adaptability & Flexibility: Collaborate with product owners and distributed scrum teams during Covid-19 via MS Teams to continuously identify dependencies and plan sprint reviews despite pandemic roadblocks
Product Development: Support the product owner in creating product concepts that include story pointing, backlog management, and story grooming to ensure clarity of Definition of Ready, Definition of Done, and Acceptance Criteria
Team-Building & Collaboration: Support and facilitate Scrum of Scrum calls where dependencies are discussed in depth to support story planning with the team
Cross-Functional Communication: Streamline information sharing related to work progress, sprint summary reports, burn down charts, and information radiators to scrum teams, stakeholders, and senior management
Performance Monitoring: Deliver periodical team health assessments to improve maturity, track growth, and execute corrective action plans from identified improvement areas
Key Achievements: Successfully coached 8 teams to be self-organized and cross functional by encouraging cross training/knowledge transfer which led to a 50% increase of our output within a PI
Promote continuous improvement while increasing the productivity of the scrum teams by 50% and the quality of deliverables by 20%
Facilitate Scrum of Scrum calls where dependencies are discussed in depth to support story planning.

Client Services Manager

Deluxe Entertainment

Bengaluru

07.2019 - 08.2020

Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems and following up with potential and existing clients.
Established performance and service goals and held associates accountable for individual performance.
Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
Part of the delivery team providing support and assistance to major movie studios: Warner Bros, Paramount, Universal, Sony, Lionsgate, Disney, and Netflix
Provide exceptional client service and always keep the client as the focus. Implement new process changes and quality assurance measures to improve overall client satisfaction
Manage Client Service Managers which includes recruiting, hiring, training, conducting performance reviews, and providing leadership and coaching
Oversee the team’s day-to-day activities with a focus on ensuring the achievement of key performance indicators
Serve as a point of escalation for complex or cross-functional client service issues facilitating diagnosis and resolution of issues
Provide appropriate representation for Business Operations at Client meetings to establish and develop strong relationships with colleagues and external contacts, including clients
Proven track record in effectively leading large geo-diversified teams.

Scrum Master

Unisys Corporation

Bengaluru

08.2015 - 05.2019

Assessed each scrum team member's responsibilities and delegated tasks to balance each employee's workload.
Led sprint reviews and planning meetings to promote full team engagement.
Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews and sprint retrospectives.
Worked to provide continuous improvement for product development lifecycle.
Collaborated with product owners, team members, technologists and other scrum masters to define solutions and drive progress.
Planned Agile best practices and encouraged team cohesion, overcoming impediments and hurdles to productivity.
Shielded scrum team from external interference for optimal productivity and success of Agile process.
Anticipated impediments to team delivery involving cultural barriers and logistical challenges.
Coached teams in Agile practices and provided necessary training to create positive mindset to Agile methodologies.
Worked effectively with multiple Scrum teams both internally and off-shore.
Researched current trends to stay knowledgeable in Scrum methods.
Worked closely and listened to team members' feedback to identify issues and resolve conflicts.
Drove Scrum team progress to overcome obstacles and realize success throughout life of each sprint.

Senior Process Lead

GlobalLogic Inc

Hyderabad

12.2010 - 06.2015

Observed safety practices and upheld standards.
Scheduled appropriate number of employees to complete production line tasks.
Monitored tool use and performed repairs.
Developed systems of organization and efficiency to increase production by 110%.
Inspected finished products for quality and adherence to customer specifications.
Supervised processes to eliminate weak points or bottlenecks in business operations.
Analyzed and assessed functional and organizational activities.
Mentored and guided employees to foster proper completion of assigned duties.
Assessed business processes and identified ways to boost improvement.
Assisted with new hire processing and existing training programs.
Facilitated training for associates through daily coaching and regular performance appraisals.
Worked with colleagues to create prototypes for designs and training materials.
Coordinated weekly meetings for internal and external groups.
Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
Collaborated with upper management to drive strategy and implement new processes.
Optimized core processes to improve business performance and operational agility.

Assistant Manager of Business Development

Xplore-Tech Services

Kolkata

10.2008 - 04.2009

Considered business demands and customer preferences when developing pricing structures and marketing plans.
Directed marketing projects through conceptual planning, schedule management and final implementation.
Developed insights on marketing campaigns to assess performance against goals.
Planned and implemented studies to assess market conditions and evaluated results to enhance marketing campaigns.
Developed creative presentations, trend reports, kitted assets and product data sheets.
Generated 70% in sales through effective networking and marketing strategies to grow new business and increase productivity.
Continually maintained and improved company's reputation and positive image in markets served.
Recruited and hired experienced contractors to complete projects on time and within budget requirements.
Mentored local personnel on best practices and protocols to maximize productivity.

Senior Associate

Accenture

Bengaluru

07.2007 - 09.2008

Worked varied hours to meet seasonal and business needs.
Trained and supported new team members, maintaining culture of collaboration.
Served as keyholder, overseeing business opening and closing operations.
Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
Served as liaison, facilitating communication between management and associates.
Assigned tasks to lower-level personnel based on qualifications and skills set.
Answered incoming telephone calls and processed incoming and outgoing mail to support office staff.
Coached other team members on selling techniques and customer service tactics to meet daily sales goals.

Assistant Team Leader

IBM

Bengaluru

03.2006 - 06.2007

Motivated and trained employees to maximize team productivity.
Encouraged and promoted ideas aligned to business needs and benefits.
Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
Managed internal operational standards and productivity targets.
Analyzed department metrics and performance and reported findings to management.

Senior Business Development Executive

NOUS Infosystems

Bengaluru

02.2005 - 02.2006

Collaborated with sales and marketing departments to support project rollout.
Performed client research and identify opportunities for account growth, account penetration and market expansion.
Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit.
Developed and executed strategic initiatives to implement key changes and improvements in business development and sales programs.
Completed and submitted monthly and yearly reports to support executive decision making.

Technical Service Representative

AOL Inc

Bengaluru

08.2003 - 01.2005

Prepared product performance reports by collecting data on customer feedback and reported failure rates.
Monitored call queues, call volumes and other performance metrics to detect and rectify weaknesses in response times and measures.
Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Provided Tier 1 IT support to technical internal users through desk side support services.
Remained on-call for emergency tickets through night and weekend shifts.
Diagnosed severity of customer issues, escalating tickets to appropriate personnel for intervention.
Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Monitored systems in operation and quickly troubleshot errors.
Assisted customers in identifying issues and explained solutions to restore service and functionality.
Responded promptly to incoming requests for technical support.
Provided documentation on troubleshooting of technical processes to support desk staff.

Summary

Overview

Work History

Senior Scrum Master

Client Services Manager

Scrum Master

Senior Process Lead

Assistant Manager of Business Development

Senior Associate

Assistant Team Leader

Senior Business Development Executive

Technical Service Representative

Education

Certified Scrum Master (CSM) – Scrum Alliance - Agile Methodologies

Masters of Business Administration - International Business

Bachelor of Commerce - Accounts

Skills

Work Availability

Timeline

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