Customer Service Supervisor (Jan 2013 – Dec. 2014)

  • Developed leaders within the team through regular one on one meetings to identify motivators for each team member.
  • Improved team satisfaction by leveling the scheduling and workload.
  • Provided a more cohesive reporting through partnering with other supervisors and aligning the metrics used across the Customer Service Department.

Head of Fraud and Security (Jan 2015 – Dec 2015)

  • Improved visibility on the risks for the business by identifying the meaningful metrics and creating dashboards in Tableau.
  • Reduced the volume of chargebacks by implementing preventive measures that included engaging the customers to increase the information available to evaluate possible risks.
  • Increased the overall security of the gaming application by designing new investigation processes to identify fraudulent rings.
  • Improved the way of working by partnering with other organizations to share best practices and tools.

Scrum Master to Agile coach (Jan 2016 – Dec 2018)

  • Managed the Scrum Implementation through the organization as a Scrum Master and Agile Coach for a wide variety of activities including Software Development, IT Support, Graphic Design, Marketing and Customer Service.
  • Assisted in the development and certification of 40 new Scrum Masters in the wider organization to improve the level of Agile Maturity.
  • Achieved alignment through the rollout of Agile Practices by creating a Scrum Masters Community of Practice to share best practices and deploy continuous improvement experiments.
  • Decreased 80% in the cycle time on Help Desk tickets resolution by coaching the teams to identify waste in the process and improve work distribution.
  • Reduced the number of issues with the system reported by customer in 50% by engaging directly with the customer to identify the most common reasons for contacts and partnering with IT to create a backlog of items to fix.
  • Created cross-functional teams in Marketing to include Graphic Designers, IU/UX Designers, Web Developers, Social Media Experts and CRM Specialists to develop new products and campaigns.
  • Provided alignment through the organization by coaching the leadership in the craft and deployment of organizational goals.
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