• Scrum Master for multiple projects in McKesson Pharmaceutical Digital Solutions.• Facilitate and effectively lead core Agile ceremonies: Sprint Planning, Daily Stand-up, Backlog Refinement, Sprint Review, and Sprint Retrospective.• Developed process workflows in creation of User Stories to execution.• Ensure inter and intra team risks, impediments and blockers are identified, resolved, and properly communicated. • Facilitate discussions between team members and assist in conflict resolution.• Support Tier III customer issues: identify if issues are unique to the user, platform issue, or 3rd party issue.• Partner with my Product Managers to support short and long-term release planning.• Maintain a healthy backlog and prepared for execution.• Train, mentor, and support my global team in following Agile values, principles, and practices.• Provide KPI reports on each sprint.• Conduct interviews of potential new team members.• Lead Onboarding meetings of new team members.• An expert of Azure DevOps.

Develop and execute manual software test plans, troubleshoot issues and work closely with developers, designers, and product managers to resolve problems.• Perform all aspects of manual testing for client engagements• Develop detailed testing approach and plans for specific test areas or overall plans for small to medium size projects• Produce status reports and quality metrics• Conduct test case reviews and ensure requirements traceability, proper coverage• Design test cases and execute all types of testing (e.g., functional, integration, end-to-end) on all variety of platforms (e.g., mobile, web, portal frameworks)• Assist project teams in determining appropriate quality goals and acceptance criteria

Remotely manage a team of 8-12 agents. Provide a professional, positive, spirited team culture to help them each reach their individual success as well as the team's success.• Mentoring each agent with a touch base in a positive, reinforced environment: setting goals, reviewing KPIs for sales conversion and adherence conversion• Weekly touch base meetings with my manager. Strategize and execute plans of collective ideas to help agents and the team’s success• Coaching as needed throughout the week identifying strengths and opportunities for improvement • Create agendas for bimonthly team meetings and execute them• Daily communications via Outlook, Zoom, MS Teams• Scan recorded calls via Cacti and/or Live Listen via Avaya phone system in Service Observe providing coaching audits• Observe agents daily adherence via Vantage Point and CMS in real time, identifying agents that need attention• Weekly audits of agents adherence, identifying agents that need attention• Logging agent files daily to keep record of communications• Daily assist agents on help line with patient questions, coaching agents how to navigate calls, make outbound calls to individual offices for specific patient needs• Work with Field Support and office managers with scheduling issues as well as office operation issues • Mentor on boarding Team Leads in performance of daily, weekly duties; coach how to recognize and support focus agents for the day, week, and/or month to be successful; and coach how to support agents that are successful in a day, week, and/or month• Support New Patient line as needed

Assess and assist patient needs in a high-volume call center.• Primarily schedule inbound new patient calls, at one of our 900 plus locations throughout the nation• Provide warm transfers of existing patients to their home office• Determine which patients require additional assistance in Patient Satisfaction department• Coach New Hires and Den agents

Revived Payne’s Booster Club after it lacked a board and parent support for three years.After the first year, it became a fully functioning club with a full board. It provides volunteer and financial assistance to promote school spirit, assist students, teachers and staff.• Train new board members each year in their duties for positions held• Create agendas and lead board meetings, held 5 times a year• Prepare a yearly budget• Manage lunches/events for 100 staff members- 3 times a year• Manage fundraisers through local vendors- up to 7 a year• Manage volunteers for events• Manage yearly 8th grade formal• Manage orders and buying for spirit wear for 1000 students plus

A fun, supportive, and positive environment for women where I encouraged others on their fitness and health goals.• Contact for new clients and current clients, working with their goals and classtimes, via multiple media.• Data entry with GoDaddy payment processing, data entry of Excel Spreadsheetsfor monthly income.• Daily communication with trainers when they had new clients coming to theirclass and arranging substitutes for when they needed replacements.• Manage postings and communication on Facebook.

My at home business for families to have multiple services done in a warm and friendly environment. I was available at odd hours of the day working around busy schedules. The services I provided were • haircuts• blow dry styling• color• waxingBegan my business in Atlanta, then moved to Phoenix in 2005, where I relaunched it.

A full-service salon where I provided multiple services. Started as an apprentice and was on the floor building my clientele after 9 months. I provided haircuts, styles, color, perms, manicures, pedicures, facials, and waxing. • Retained a client base of over 200 clients in a 5 year period. • Frequently traveled to New York City for continuing education • Attended Redken Symposiums all over the country • Stage work for a product company, Wayne Grund, for 3 years.

I worked as a server that was a great opportunity that taught me how to multitask and deal with daily needs of customers.• Filled in at all 5 locations owned by Jocks and Jills in the Atlanta area • Trainer to new servers• Worked many special events that was hosted by Jocks and Jills such as ESPN event for the 1994 Superbowl