Jira
Desmond Abutige Ezia
Scrum Master
Copenhagen
Summary
I am a team-oriented individual promoting exemplary presentation, project management and risk oversight skills. Demonstrative Scrum Master with background communicating effectively with and leading high-performance teams, expert in prioritizing tasks and optimizing workflows. Experienced Scrum Master with proven track record of successfully leading teams in developing high-quality software solutions on time and within budget. Skilled in multiple Agile methodologies, stakeholder management and sprint planning. Highly organized in managing complex projects with multiple deadlines. Well-versed in building positive relationships with customers and other stakeholders. Strong requirements gathering, scope development and inventory coordination abilities. Skilled at overseeing complex, high-value technical projects with excellent planning competencies. Bringing 5+ years of experience achieving ambitious goals in challenging IT environment. Diligent, forward-thinking and adaptable to dynamic company, customer and project needs. Successful at motivating teams to meet demanding timelines. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
Customer Service Representative
Mtn Cameroon
yaounde
2016.03 - 2023.12
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Provided primary customer support to internal and external customers.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Sought ways to improve processes and services provided.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Increased efficiency and team productivity by promoting operational best practices.
- Cross-trained and provided backup support for organizational leadership.
Safe Scrum Master
Amazon Development Center
Berlin
2022.02 - 2022.12
- Managed product backlog and supported Scrum framework for monthly sprint releases.
- Applied agile methodology to shorten cycle time and achieve target margins.
- Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews, and sprint retrospectives.
- Planned Agile best practices and encouraged team cohesion, overcoming impediments, and hurdles to productivity.
- Researched current trends to stay knowledgeable in Scrum methods.
- Streamlined and optimized workflow and communication by implementing Agile frameworks.
- Negotiated and managed project budgets to meet goals.
- Generated reports for IT project progress and performance.
Scrum Master
IHS
DOUALA
2019.01 - 2021.12
- Coached teams in Agile practices and provided necessary training to create positive mindset to Agile methodologies.
- Led sprint reviews and planning meetings to promote full team engagement.
- Applied agile methodology to shorten cycle time and achieve target margins.
- Planned Agile best practices and encouraged team cohesion, overcoming impediments, and hurdles to productivity.
- Managed product backlog and supported Scrum framework for monthly sprint releases.
- Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews, and sprint retrospectives.
- Collaborated with product owners, team members, technologists, and other scrum masters to define solutions and drive progress.
- Worked closely and listened to team members' feedback to identify issues and resolve conflicts.
- Researched current trends to stay knowledgeable in Scrum methods.
- Worked across teams outside of engineering to find solutions and answers to issues encountered by engineering personnel.
- Evangelized Agile as strategic asset of culture and business value.
- Worked to provide continuous improvement for product development lifecycle.
- Led cross-functional teams to successfully complete IT projects.
- Resolved staff conflicts and identified potential areas of improvement.
- Partnered with project team members to identify and quickly address problems.
- Updated customers and senior leaders on progress and roadblocks.
- Established and enforced project timelines and deadlines.
- Assessed and analyzed customer requirements to develop effective IT project plans.
- Communicated project updates to stakeholders at all levels.
- Conducted quality assurance to verify accuracy of data used in IT projects.
Assistant Project Coordinator/Scrum Master
African Development Bank
Yaounde
2017.01 - 2019.12
- Managed online communications from social media, email and website sources.
- Conducted research and gathered key information for use in upcoming project planning.
- Oversaw workflow and conducted month-end reconciliation of jobs.
- Coordinated meetings with all pertinent parties and set up remote calls using teams or zoom.
- Guided project team staff to drive project success.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Prepared meeting agendas and minutes for distribution and record keeping.
- Provided input and feedback on departmental initiatives, directives and strategies to contribute to project success.
- Arranged travel and accommodation for team members and project partners.
- Kept corporate and client information confidential, adhering to data safety measures.
- Assisted with onboarding newly hired staff members and coached on task prioritization.
- Responded to requests for information on materials to inquiring parties.
Education
Bachelor of Science - Management Science
University of Buea
Cameroon 2010.09 - 2013.11
Advanced Diploma in Teachers Education - High School Teaching
University College Lillebaelt
Denmark 2014.10 - 2015.01
Diploma - Project Management
Project Management And Planning
Pan African Institute Of Buea 2014.01 - 2014.09
Skills
Sales expertise
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Documented and and introduce working agreements which led to future conflict resolutions.
- Achieved frequent team communication by introducing Team on teams chatroom where we interact on a personal level while working on task out of office hours.
- Collaborated with team of 7 in the development of Financial control software on for projects carried on in central Africa
- Supervised team of 10 staff members.
Affiliations
- Society of Human Resource Management
Software
AZURE
MICROFT WORD
EXCELL
Certification
IAPM - Certified Junior Project Manager
Interests
Sports
Music
Dance
Reading
Timeline
Safe Scrum Master
Amazon Development Center
2022.02 - 2022.12
Professional Scrum mast
2021-12
Scrum Master
IHS
2019.01 - 2021.12
Assistant Project Coordinator/Scrum Master
African Development Bank
2017.01 - 2019.12
Customer Service Representative
Mtn Cameroon
2016.03 - 2023.12
Advanced Diploma in Teachers Education - High School Teaching
University College Lillebaelt
2014.10 - 2015.01
IAPM - Certified Junior Project Manager
2014-09
Diploma - Project Management
Project Management And Planning
2014.01 - 2014.09
Bachelor of Science - Management Science
University of Buea
2010.09 - 2013.11
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