Scrum Master Senior - Bilingüe
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•Scrum Master Senior Profesional: Responsible for leading various teams under the Scrum methodology, focused on agile processes, adaptation, and understanding of the methodology as part of the organizational structure, identifying continuous improvement in processes or workflows.
•Quality Control Analyst: Customer Service Process Analyst, responsible for both virtual and physical customer service, identifying areas for improvement linked to an optimal feedback process for service agents, and generating service evaluation metrics across various platforms for this purpose.
•Management Assistance: Identification of improvement and optimization points in conditions for employees at both local and regional levels, management of analysis regarding employees' attendance to their work shifts, effective handling of job interviews
•Customer Service Specialist: Bilingual agent and leader specialized in quality customer service for both virtual and physical environments, skilled in identifying metrics based on service averages to maintain an optimal balance.
1.Company: Whappen Position: Scrum Máster Senior – Agile (January 2021 - February 2024)
•Responsible for teaching and applying agile methodology principles within the customer service division, both internally and across 10 diverse teams handling various products such as Contact Center, payment solutions, web content, audiovisual content, quality control.
•Lead and ensure that Scrum ceremonies such as Sprint Planning, Sprint Review, Daily Scrum, and Retrospective are conducted in alignment with the principles of the methodology and within the required timeframes.
•Responsible for training newly hired personnel on Scrum + Kanban methodology, from theoretical frameworks to practical implementation.
•Train staff on the use of the framework through tools such as Jira, Project, and Planner.
Ensure assertive communication between roles: Scrum Team > Stakeholder to achieve the delivery of a valuable product.
•Leader of refinement sessions with the Product Owner to define stakeholder objectives through user stories and specify tasks to be accomplished by the development team.
•Identify areas for improvement in the delivery process and understanding of the product and its needs to generate greater comprehension within the Scrum Team, thereby delivering value and precision in the final product.
2.Company: Whappen Position: Assistant Manager (January 2022 - February 2024)
•Responsible for ensuring compliance with employee work schedules through the review of biweekly reports.
•Creation of reports on overtime hours, holidays, and sick leave on a biweekly or monthly basis.
•Creation of hybrid schedule modalities for staff members.
•Identification of recreational activities for work teams.
•Leading negotiation processes with service providers.
•Monthly reports on the billing process.
•Creation and management of digital agenda: virtual meetings, in-person meetings, personal events, travel arrangements,ect.
•Assertive communication between senior management and work teams at both national and international levels.
3.Company: Whappen Position: Quality Control Analyst. (July 2020 - January 2021)
•Daily analysis of the interaction between service agents and customers through various digital channels to collect service samples for service evaluations.
•Evaluation reports on customer service based on criteria such as: effective communication, proper use of English or Spanish, accurate information, spelling, among other aspects.
•Create feedback processes with service agents aimed at optimizing the value of human talent and their skills, while ensuring optimal service.
•Participation in a service agent incentive program.
•Transition from manual evaluation system to an automated process using a suitable system.
•Professional growth through feedback processes for service agents.
4.Company: Procter and Gamble Position: Facilities Lead (February 2019 - July 2020)
•Provide support to Procter and Gamble employees worldwide, both remotely and in person.
•Room reservation support at sites worldwide, coordination of audiovisual equipment for conferences or work sessions, scheduling of employee agendas, technical support related to electronic equipment, coordination of food services.
•Support through calls, chats, or e-mail.
Service optimization through metrics and training processes under the 5S framework.
•Digitalization process of the area's internal processes.
•Improvement in the service evaluation process.
KEPC
