I am an experienced business analyst and Certified Scrum Master with project management and leadership experience. I have over a decade in eliciting business requirements (Waterfall) and writing user stories (Agile), cultivating relationships with business partners and functioning as a liaison between technology and business groups. Specialties: Agile ScrumRelationship BuildingCustomer Satisfaction and LoyaltySkills:Scrum Ceremony FacilitationCoachingMentoringServant LeadershipTeamworkData AnalysisSenior Quality Consultant, Assistant Vice President (2005-2007)• Partnered with Retail/Small Business (call center) leadership to support Customer Satisfaction & Loyalty studies to improve the customer experience. • Completed statistical analysis on service measurement data. • Completed qualitative analyses of customer comment to determine trends in customer satisfaction.• Coordinated and negotiated survey contracts, new research requests, and survey script changes with vendors. • Conducted analyses to recommend ranges for incentive plans and performance goals. • Developed and deployed service measurement educational materials. • Observed focus groups.• Managed workload involving multiple deliverables. • Coordinated and facilitated meetings with business partners.Quality Consultant (2002-2005)• Analyzed service measurement data and explained variances using statistical methods. • Interpreted data and identified opportunities for improvement. • Designed and delivered training to ensure employees were aware of the quality process.• Developed coaching modules. • Managed Retail Service online quiz process. • Presented reports to business unit leadership on Service Measurement analysis results.Team Leader (1998-2002)• Coached teammates to support customers and process credit card disputes. • Implemented development plans as necessary. • Facilitated intra-site calibration sessions with peers to maintain call monitoring consistency.• Managed capacity and daily production planning. • Provided feedback on issues and opportunities for improvement. • Recommended procedural changes and completed training based on trends. • Developed standards for telephone and written customer service for disputed charges.