Romy Rainold
Agile Coach / Program Level Scrum Master
KR Puram, Bangalore
Summary
Team-oriented individual promoting exemplary presentation, project management and risk oversight skills. Demonstrative Scrum Master with background communicating effectively with and leading high-performance teams. Considered expert in prioritizing tasks and optimizing workflows. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
14
14
years of professional experience
3
3
Certificates
Work History
Program Level Scrum Master & Agile Coach
Tata Consultancy Services
Bangalore
03.2023 - Current
- Coached and guided Scrum Masters and multiple project teams to successfully perform digital transformation activities by adopting Agile Methodology.
- Evangelized agile as strategic asset of culture and business value, inspiring teams in implementation of new tools and techniques.
- Adopted multiple methodologies like Scrum, KanBan & ScrumBan for different projects within the program. Streamlined and optimized workflow and communication by implementing these Agile frameworks.
- Mentored Product Owners, Delivery managers and team leaders to help them adjust to Agile way of working.
- Coached teams in Agile practices and provided necessary training to create positive mindset to Agile methodologies.
- Aligned multiple Agile teams towards a common goal, ensuring collaboration, communication, and synchronization between these teams, while maintaining agility and adaptability.
- Trained project team members to use Azure DevOps for project management.
- Maintained a project board for program level governance and facilitated quarterly and monthly program level planning, reviews and retrospectives.
- Tracked inter-team dependencies on Azure DevOps and addressed them in program-level ceremonies to ensure smooth delivery.
- Anticipated impediments to team delivery involving cultural barriers and logistical challenges.
- Proactively identified and found ways to resolve issues to prevent distractions and keep projects on track.
- Coached and collaborated with product owners, team members, technologists, and other scrum masters to encourage team cohesion, define solutions and drive progress.
- Introduced relevant agile metrics to help teams and stakeholders to gain insights into their performance, identify areas for improvement, and make data-driven decisions.
- Developed best practices and coached team to maintain standards.
- Continuously assessing Agile maturity of project teams from initiation to optimization.
- Researching current trends to stay knowledgeable in Scaling Agile methods.
Agile Scrum Master & Service Delivery Manager
Tata Consultancy Services
Bangalore
04.2020 - 12.2022
- Incorporated agile way of working by introducing ScrumBan methodology (Kanban practices along with Scrum).
- Streamlined and optimized workflow and communication by implementing Agile frameworks.
- Achieved cycle time reduction & increased through put for process improvement & problem management cards.
- Facilitated Scrum framework – Led sprint planning, backlog grooming, daily scrums, replenishments, reviews, and retrospectives for individual squads.
- Facilitated & led Fleet Sync up calls and Fleet Retros for quarterly IBRs and ensured full team engagement.
- Coached teams in Agile practices and provided necessary training to create positive mindset to Agile methodologies.
- Collaborated with product owners, team members, and other scrum masters to define solutions and drive progress.
- Worked closely and listened to team members' feedback to identify issues and resolve conflicts.
- Assessed each scrum team member's responsibilities and delegated tasks to balance each employee's workload.
- Updated customers and senior leaders on progress and roadblocks.
- Planned Agile best practices and encouraged team cohesion, overcoming impediments, and hurdles to productivity.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support.
- Monitored customer quality metrics and took proactive steps to implement resolutions and restore acceptable levels.
- Coordinated delivery of contracted solutions at program level and in full accordance with outlined cost, scheduling and quality terms.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
- Contributed to internal and external account reviews.
- Kept team compliant with security protocols and SBWS (Secure Borderless Workspaces™) way of working.
- Analyzed security threats and risks and developed mitigation strategies.
- Delivered regular security awareness programs to educate personnel on security measures and protocols.
Problem & Change Manager
Tata Consultancy Services
Bangalore
05.2019 - 10.2019
- Managed internal and external client-facing relationships through transitional periods.
- Designed processes and systems supporting business needs before, during and after transitions.
- Evaluated current processes to develop improvement plans.
- Created SOPs for problem and change management.
- Defined problems to make decisions and moved forward to support quick resolution.
- Analyzed and understood situation to develop action plan.
- Partnered with business teams to understand needs and mitigate potential problems.
- Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
- Identified impacted parties, business partners and resources required for planned changes.
Offshore Delivery Manager
Tata Consultancy Services
Bangalore
06.2018 - 04.2019
- Implemented strategies to increase customer service satisfaction ratings. Increased CSAT from 53% to 93% within 6 months of take over.
- Developed processes and procedures to boost customer satisfaction and documented all processes.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Resolved customer complaints in professional and timely manner.
- Tracked and managed key performance indicators of multi-national personnel teams to determine holistic performance figures.
- Analyzed service reports to identify areas of improvement.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Monitored response times and successful completion rates for multiple performance metrics to detect and address performance deficits.
- Supervised operations of 16-hour customer service desk staffed by 24 team members. This included direct and contract employees.
- Hired, trained and supervised team of service staff members to meet business goals.
- Maintained records of service transactions and customer feedback for future reference.
- Contributed to and managed internal and external account reviews.
- Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Service Management
Tata Consultancy Services
Bangalore
07.2017 - 06.2018
- Developed highly effective incident response team and trained extensively in preparation for possible events.
- Developed and coordinated response processes.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events. Conducted post-resolution reviews with team members.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Used ServiceNow to develop reports and tracking systems.
- Tracked metrics involving critical incidents to model trends, produce reports and make effective recommendations for improvements.
- Communicated regularly with customers concerning data exchange and technology integration.
- Identified impacted parties, business partners and resources required for planned changes.
- Partnered with business teams to understand needs and mitigate potential problems.
- Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
Quality Manager
Tata Consultancy Services
Bangalore
06.2016 - 05.2017
- Determined quality standards, practices, and procedures to be followed by the team post transition phase.
- Created and maintained quality management systems and reports to align with industry standards.
- Devised specifications for processes. Wrote and implemented new procedures to standardize processes and streamline workflow.
- Updated quality control standards, methods, and procedures to meet compliance requirements.
- Guided the team to follow quality standards and procedures to minimize errors and maximize customer satisfaction.
- Evaluated employee performance and conveyed constructive feedback to improve skills. Mentored and encouraged employees to strive for excellence while fostering professional growth.
- Assessed and Improved quality processes at set intervals for increased efficiency and effectiveness.
- Increased customer satisfaction through adherence to quality standards and customer requirements.
- Managed and archived quality documentation and participated in internal and external quality audits.
- Conducted process and system audits to identify areas of improvement and enforce compliance with industry standards.
- Evaluated interactions between associates and customers to assess personnel performance.
- Investigated customer complaints and performed corrective actions to resolve quality issues. Performed root cause analysis to identify and resolve quality issues and defects.
- Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
- Collaborated with cross-functional teams to develop and implement process and system improvements.
Quality Analyst & Shift Lead
Tata Consultancy Services
Bangalore
07.2014 - 05.2016
- Took part in transition activities, documentation and training.
- Developed and implemented new processes and procedures to streamline operations.
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Led process improvement projects to help operations meet and exceed quality standards and reduce costs.
- Created and collaborated in implementation and maintenance of customer complaint log.
- Analyzed quality and performance data to support operational decision-making.
- Edited, proofed and critiqued internal documents to improve clarity.
- Consulted manuals and process documents to investigate malfunctions.
- Developed training materials, SOPs and work instructions to supplement new team member onboarding.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Monitored KPIs to proactively address bottlenecks and quality issues.
- Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
- Trained new employees and delegated daily tasks and responsibilities.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Scheduled staff shifts to secure adequate coverage and productive workflows.
- Completed performance valuations to identify weakness and develop improvement strategies.
- Conducted shift inspections to evaluate operational activities and implement timely resolutions for diverse concerns.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Resolved conflicts between employees to maintain positive and productive work environments.
- Managed shift operations, supplied resources and monitored team performance to keep business running smoothly.
- Conducted performance reviews and provided staff with feedback and guidance.
IT Operations Analyst
Hp India Software Operations Pvt Ltd
Bangalore
07.2011 - 06.2014
- Translated complex technical issues into digestible language for non-technical users.
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Promoted efficiency among departments with prompt resolution of system issues.
- Researched product and issue resolution tactics to address customer concerns.
- Configured hardware and granted system permissions to new employees.
- Created user accounts and assigned permissions.
- Assisted with updating technical support best practices for use by team.
- Documented support interactions for future reference.
- Monitored systems in operation and quickly troubleshot errors.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Installed and configured operating systems and applications.
- Installed system updates to address vulnerabilities and reduce security issues.
- Administered and maintained anti-virus and anti-malware software on end-user computing devices.
- Enhanced and reconstructed computer systems to increase efficiency.
- Provided recommendations regarding new hardware and software to keep IT infrastructure up to date.
- Offered assistance in implementing and developing training programs.
- Helped streamline repair processes and update procedures for support action consistency.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Technical and Application Support
IBM India Private Limited
Bangalore
01.2010 - 06.2010
- Engaged in user support interactions via telephone, chat and email platforms.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Installed, configured and provided ongoing configuration management for custom applications.
- Provided 24/7 support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business.
Education
Bachelor of Engineering Technology - Computer Science Engineering
VMKV Engineering College
Salem, Tamil Nadu, India 09.2005 - 2009.05
Skills
Project Management
Accomplishments
- Beyond Performance Awards: Continuous Feedback Star Certificate - Performance Management (11-Nov-2022)
- Awards for Excellence: Star of the Quarter Award – (26-Apr-2022)
- Beyond Performance Awards: Applause Award - Beyond Performance – (02-Feb-2021)
- Awards for Excellence: On The Spot Award – (13-May-2016)
- Learning Awards: CLP Faculty Award – (23-Jun-2020)
- Service Awards: Service & Commitment Award – (09-Jul-2019)
- Service Awards: Service & Commitment Award – (09-Jul-2017)
Certification
CE & QIP Certificate from IIT Bombay: User Experience Design
Timeline
Program Level Scrum Master & Agile Coach
Tata Consultancy Services
03.2023 - Current
CE & QIP Certificate from IIT Bombay: User Experience Design
05-2022
PSM I - Professional Scrum Master I Certification
06-2021
Agile Scrum Master & Service Delivery Manager
Tata Consultancy Services
04.2020 - 12.2022
Problem & Change Manager
Tata Consultancy Services
05.2019 - 10.2019
Offshore Delivery Manager
Tata Consultancy Services
06.2018 - 04.2019
Service Management
Tata Consultancy Services
07.2017 - 06.2018
Quality Manager
Tata Consultancy Services
06.2016 - 05.2017
ITIL 4 Foundation : IT Service Management
12-2015
Quality Analyst & Shift Lead
Tata Consultancy Services
07.2014 - 05.2016
IT Operations Analyst
Hp India Software Operations Pvt Ltd
07.2011 - 06.2014
Technical and Application Support
IBM India Private Limited
01.2010 - 06.2010
Bachelor of Engineering Technology - Computer Science Engineering
VMKV Engineering College
09.2005 - 2009.05
Competencies
- Agile Way of Working
- Leadership
- Program Management
- Project Management
- Service Management
- Process Management
- Change Management
- Service Operations
- Service Delivery Management
- Diversity and Inclusion
- Embracing Risk
- Organizing and Planning
- Taking Ownership
- Impact and Influence
- Results Orientation
- ServiceNow
- Microsoft Project 2013
- Business Process Management(BPM)
- Quality Management for Delivery
- Process Improvement (PI)
- Business Continuity Management
- Building Effective Teams
- Growth and Transformation Concepts & Practices
TCS Certifications
- Jun 2022 - Leadership : Business Skills and Cultural MLT Runway Curriculum
- Jun 2022 - Leadership : Transcend Program Management Certification
- Jun 2021 - Leadership : Embark Certification
- Feb 2020 - Process : Agile Way of Working Foundation
- May 2022 - CBO : MFDM AI Beginner Foundation Curriculum
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
If you don’t become the ocean you’ll be seasick every day.
Leonard Cohen
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