ROSHAN LADWA
Scrum Master|Service Analyst
Summary
Experienced Scrum Master with proven track record of successfully leading Monitoring, Technical Documentation and Support team in developing high-quality solutions on time.. Skilled in multiple Agile methodologies, stakeholder management , sprint and Velocity planning. Aiming to implement modern processes and best practices to streamline product delivery and optimize performance.
Overview
3
3
years of professional experience
1
1
Language
Work History
Scrum Master | Service Analyst
Societe Generale
12.2022 - Current
- Coached teams in Agile practices and provided necessary training to create positive mindset to Agile methodologies.
- Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews, sprint retrospectives and velocity planning for 3 teams consisting of 6 members.
- Acted as go-to resource for engineering team, providing clarity on tasks, gathering missing assets or requirements and handling project changes.
- Managed work and project responsibilities by assigning tasks to internal teams.
- Providing Support to users and ensure that all user queries are taken care of.
- Responsible for improving KPIs and managing reports for Customer Support team.
- Responsible for maintaining and updating Documentation for Cloud products.
Technical Support Specialist
VYMO Technologies
01.2022 - 12.2022
- Resolved diverse range of issues across multiple systems and applications for end-users across various time zones.
- Creating tickets on Jira to ensure all reported bugs are solved by the tech team
- Arranged KTs and mentored new joiners in the team.
- Help clients in formatting data according to the templates and upload it to the CRM
- Purge the data using Run Deck
- Work with internal teams like Project managers, Developers to understand client requirement
- Primary contact for one of the big clients where I am wholly responsible to solve all issues reported by client
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Customer Support Executive
Vyapar Apps
03.2021 - 10.2021
- Communicated with customers to ensure product understanding, answer questions, and facilitate conflict resolution
- Solved 50+ calls and 20+ email queries each day on average
- Guiding customers through any desk to resolve t issues
- Led team of 10 as mentor and improved KPIs
- Identified and evaluated opportunities for improving process and customer experience
- Managed to keep records of customer interactions, complaints, comments, and other actions taken
- Responsible for developing and monitoring monthly customer service metrics for each service professional.
- Trained a team of 10 and helped them improve knowledge product and process.
Education
Bachelor of Management Studies- international Business -
Jain University
BangaloreSkills
Project Management
Agile Frameworks- Scrum, Kanban
SQL
Team Management and TrainingJIRA
MS OfficeCustomer Satisfaction Enhancement
Documentation and Reporting
Project Planning
Team Leadership
Lean Principles
CRM
Achievements
- Employee of the month for exceptional KPIs and mentoring the team.
- Highlight and prioritize the product issues immediately and seek the tech team for resolution.
- Gathered the user feedback and analyzed D-SAT to improve the process.
- Assessed user sentiments and patterns and escalated them to the product team.
Awards
Top Performer, Awarded for my best contribution to the Support Team in August 2021, 08/2021
Timeline
Scrum Master | Service Analyst
Societe Generale
12.2022 - Current
Technical Support Specialist
VYMO Technologies
01.2022 - 12.2022
Customer Support Executive
Vyapar Apps
03.2021 - 10.2021
Bachelor of Management Studies- international Business -
Jain University