Melissa Roos Email & Phone Number

St. Louis, MO, US

Purchase, NY, US

• Scrum Master (2022-Present)Scrum Master for Customer Technical Services Vendor Support, host weekly Scrum calls with discussions, decision making, and conflict resolution and deliver high quality work across.
• Facilitated Agile ceremonies and implemented Scrum framework that improved team collaboration, productivity and deliver projects within the budget and on-time.
• Identified and removed obstacles that impeded team progress and coached team members to improve skills in Agile methodologies.
• Ensured 100% of Scrum activities were tracked, kept up-to-date, and reported.

Purchase, NY, US

• Senior Technical Program Manager (TPM) (2019-Present)Lead multiple Implementation TPM projects by collaborating with several Stakeholder Management teams globally to ensure and deliver final product excellence within.
• Increased project completion rates by implementing Agile methodologies and streamlined project delivery.
• Improved process by developing a user-friendly and detailed guidebook on the TPM Best Practices that ensure new hires and current TPM’s can be used as a reference.
• Proactively pursued ongoing training in TPM Agile methodologies including SAFe 5 Product Owner/Product Manager/Project Management that provided additional productivity insights.

Purchase, NY, US

Facilitated weekly intake calls with Senior Leadership and followed projects through various states including backlog. Created epics from the intake request in AHA! and Rally/ALM. Participated in PI planning sessions.

St. Louis, MO, US

• Resource Management Analyst in OperationsServes as Analyst responsible for leading cross-functional effort to maximize onshore and offshore vendor footprint for member and pharmacy contact center calls for a Fortune 50.
• Delivered $1.8M in cost savings in 2017
• Supported client requests for proposals by highlighting custom call center services and helped win cornerstone clients
• Drove cross-functional teams to implement contact center guarantees for new customers
• Lead activation's for new client implementations and client terminations
• Collaborated with Technology and Analytics teams to ensure data integrity of 5,000+ clients’ contact information

Dallas, TX, US

• Ordered and tracked System ID requests to completion - track, correct and respond to service trouble tickets for internal and external customers.
• Issued System IDs for partner and AT&T support staff (up to 6,000 employees) in five nationwide call centers, each employee had up to 25 different System Ids
• Developed and maintained methods / procedures for System ID obtainment for over 200 systems
• Established, maintained, and updated files for database management using Access and Excel
• Compiled daily, weekly and monthly work volume reports in Excel and Access that are time critical. Analyze data, report trends and uploaded to SharePoint for review by Centers and Leadership Teams
• Managed multiple Outlook email and calendars daily

Dallas, TX, US

• Generated and distributed reports to managers.
• Performed clerical payroll duties, recorded and reported attendance
• Completed call forecasting for two inbound call centers
• Compiled line management reports, analyzed and reported results to management
• Built schedules for inbound and outbound call centers

Dallas, TX, US

• Supported sales and service, resolved customer complaints; sales and service telemarketing.
• Provided mentoring for peers and support to managers and team members
• Provided relief management in lending and mentoring peers to maximize productivity
• Collaborated on call quality committee which developed peer monitoring, gave positive feedback and/or suggestions on how to increase quality results
• Facilitated initial training as Assistant Trainer
• Prepared, transcribed, composed, typed, edited and distributed agendas and minutes of numerous meetings

Bachelor Of Business Administration (B.B.A.), Business Administration And Management, General

Bachelor Of Business Administration - Bba