• Established Scrum ceremonies, including sprint plannings, standups, mid-sprint check-ins, and retrospectives for the Business Process Automation (BPA) SDT.• Created foundational team documentation such as Definition of Done and PM/BA/SA Roles and Responsibilities for BPA.• Communicated with stakeholders and cross-collaborated with other software delivery teams to manage day-to-day operations and facilitated the completion of cards and projects for BPA and the Account Servicing & Products (AS&P) SDT, reporting potential constraints to management and escalating as needed.• Built out metrics dashboard and analyzed results for AS&P to identify areas of improvement in story points and work type mix to align with business objectives and presented findings to Technology Leadership.

• Developed and implemented strategies to improve student performance and retention, achieving a 20% increase in academic success rates.• Managed metrics of student progress and communicated regularly with stakeholders to ensure alignment with educational goals.• Collaborated with staff to redesign course materials and assessments, aligning with updated learning objectives.

• Led and managed a team of student employees, planning agendas for team meetings to ensure alignment and productivity.• Managed a high volume of technical support tickets, prioritizing and resolving issues efficiently to minimize downtime and improve overall user satisfaction.• Streamlined support processes by implementing best practices, reducing ticket resolution time by 15%.• Acted as the primary point of contact for escalated issues, resolving and/or escalating further if needed while ensuringeffective communication with stakeholders.

• Promoted into management in 2021.• Oversee daily operations and managed a team of 20 employees, ensuring high-quality service and operational efficiency.• Trained and mentored staff, fostering a collaborative and high-performing team environment.• Implemented a new ClassPass booking system that increased revenue and improved customer satisfaction, liaisingbetween ClassPass Inc. and Snappy Nails executives to facilitate the implementation.

• Assisted with the integration of SSIS solutions, enhancing data processing efficiency.• Collaborated with the development team under Scrum framework to resolve technical issues, ensuring smooth projectexecution.• Managed and prioritized backlog, providing timely solutions to development challenges.