Sai Kavya M
Scrum Master/ Senior Customer Service Associate
Summary
Well-versed in building positive relationships with clients and other stakeholders. Strong requirements gathering, scope development and backlog coordination abilities.
Overview
5
5
years of professional experience
3
3
Certifications
Work History
Scrum Master/ Senior Customer Service Associate
RR Donnelley
02.2021 - 11.2023
- Transitioned my team towards Agile Development
- Reviewing and Understanding the Business requirement documents
- Assisted the project manager in requirement gathering from the client and subsequently refining it into a list of prioritize tasks
- Implemented Scrum & Kanban techniques and displayed massive progress and achievements to my leadership team
- Facilitated daily standup to discuss the progress, goals and impediments
- Boosted client satisfaction scores by providing regular updates on product enhancements resulting from feedback provided during review meetings
- Mentored junior team members on best practices, fostering their professional growth within the organization
Senior Customer Service Executive
Teleperformance
12.2018 - 01.2020
- Achieved high levels of first-contact resolution by empowering team members with the necessary knowledge base to address diverse client concerns effectively
- Spearheaded process improvements initiatives that increased overall project quality and client satisfaction
- Managed stakeholder expectations by maintaining transparent communication throughout the project lifecycle
- Led training sessions for new hires, ensuring consistent quality of service across the team
- Enhanced customer satisfaction by efficiently resolving service issues and providing timely solutions
- Maintained detailed records of customer feedback, using data to guide improvements in processes and procedures.
Education
Bachelor of Engineering - Computer Science
VelTech MultiTech Dr.RR Dr.SR Engineering College
06.2012 - 2016.05
Master of Engineering - Computer Science
VelTech MultiTech Dr.RR Dr.SR Engineering College
08.2016 - 2018.05
Skills
- Customer Relations
- People Management
- Scrum & Kanban
- Removing Impediment
- Backlog Refinement
- Stakeholder Management
Certification
Certified Scrum Master (CSM)
Timeline
Scrum Master/ Senior Customer Service Associate
RR Donnelley
02.2021 - 11.2023
Senior Customer Service Executive
Teleperformance
12.2018 - 01.2020
Master of Engineering - Computer Science
VelTech MultiTech Dr.RR Dr.SR Engineering College
08.2016 - 2018.05
Bachelor of Engineering - Computer Science
VelTech MultiTech Dr.RR Dr.SR Engineering College
06.2012 - 2016.05
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