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Work Background
WikifriAgile Project Manager / Scrum Master
Oct. 2023Inverness, Florida, United States• Serves as an Agile Project Manager for multiple teams, supporting delivery of data warehouses for insurance companies and related components as part of the IDDS product.
• Provides project management consultant services to outside insurance and reinsurance companies for projects including implementations, system upgrades, and integrations.
• Engages in the drafting of corporate standards for project management. • Defines, facilitates and encourages the adoption of professional project management methodology across the organization.
• Creates templates for end-to-end execution of projects.
• Professionally manages new implementation projects and maintains standard artifacts including Project Management Plan, Charter, Stoplight reports, Work plan, Milestones, Calendar, RACI, RAID, Stakeholder Register, Change Log, Delivery log, and Metrics.
• Performs as administrator for Azure DevOps (ADO), training and recording videos on its use and application.
• Works with offshore teams as dedicated Scrum Master, facilitating Scrum events including Sprint Planning, Daily Scrum, Sprint Review, and Sprint Retrospectives.
• Coaches and mentors the team members on Agile principles and practices.
• Fosters a culture of collaboration, innovation, and continuous improvement.
• Keeps stakeholders informed about the team's progress, impediments, and risks.
• Produces relevant metrics and reports to track project and team performance.
• Identifies and addresses project risks and issues in a timely manner.
• Collaborates with Architect, Product Owner and stakeholders to mitigate risks and make informed decisions.
• Ensures team members are aware of and meet work assignments and deadlines.
• Forecasts, plans, assesses, reviews and assists in the acquisition and retention of team members as well as tools.
JPMorgan Chase & Co.VP Senior Scrum Master / Agility Lead
Jan. 2022 - Oct. 2023Tampa, FL Transformation & Agile Leader, Trainer, Sr Scrum Master, Agile Coach at Fortune 100 Company
(Job eliminated due to reduction in force.)
• Contributed to strategic transformation for this cross-functional and global organization, as part of the Global Technology Product and Agility Office (GT PAO)
• Performed as Scrum Master and Agile Coach for multiple globally distributed teams in Cybersecurity, Technology and Controls (CTC) and Identity and Access Management (IAM)
• Trained, mentored, and supported agile teams to follow agile values and principles as they experimented, planned, managed, and delivered solutions.
• Coached and trained team members on Scrum and Kanban frameworks, iterative development, and product development lifecycles.
• Fostered a culture of continuous improvement by leading powerful retrospectives as regular opportunities to inspect, identify process improvements, and adapt within company best practices.
• Caused any impediments or roadblocks to be removed or resolved.
• Facilitated communication and collaboration between teams and individuals, promoting a positive and productive work environment.
• Scheduled and facilitated Scrum/Kanban events such as Daily Scrum, Sprint Planning, Sprint Review and Retrospectives, and team building for globally distributed teams.
• Monitored team progress and performance; helped teams make improvements visible both in value delivered and company metrics.
• Facilitated area cross-team events such as Scrum of Scrums, Lean Coffees, and Communities of Practice.
• Created and delivered training for the GT Agile Academy
• Partnered for ongoing refinement of product backlog, writing epics, user stories, acceptance criteria, and prioritizing work to optimally support the company strategy and initiatives.
• Maintained current transparent view of roadmap and work utilizing tools including Jira, Jira Align, and Confluence.
United Property & Casualty Insurance CoSenior Project Manager / Scrum Master
Nov. 2020 - Jan. 2022St Petersburg, Florida, United StatesProject Management, Scrum Master, Agile Coach, Trainer, Transformation & Agile Leader
• Delivered on-time business results in a fast-paced environment, using industry standards, best practices, and tools to ensure effective, efficient and transparent management of all projects (MS Azure DevOps, MS Teams, MS Project, Aha!, Sharepoint)
• Led the successful planning and implementation of multiple information technology projects • Managed a portfolio of projects to support the company transition from legacy platforms to Duck Creek, while also launching new products and features
• Facilitated meetings and delivered presentations on regular basis to executives and all levels of leadership to communicate project goals, plans, project health and status
• Ensured ongoing stakeholder management
• Managed vendor contracting, work assignment and execution, resource balancing, and relationship building with a variety of external partners
• Facilitated in-depth workshops with in-house and vendor partners to explore and capitalize upon innovative solutions to solve problems with conflicting contract deadlines • Coached team to collaborate to clearly define project scope, establish estimates, commit to schedules and assign appropriate resources for reliable delivery
• Partnered with team members to mitigate risk, and promptly communicate risks and issues to the appropriate stakeholders
• Performed as Scrum Master for multiple globally distributed teams
• Trained team members on backlog refinement, story writing, acceptance criteria, agile, scrum and new tools / techniques • Facilitated Scrum Events such as Daily Scrum, Sprint Planning, Sprint Review, Retrospectives
• Monitored team progress and performance and helped teams make improvements in workflow, throughput, velocity and results.
• Supported transformation to agile ways of working
American Integrity Insurance CompanyProject Delivery Manager / Scrum Master
Aug. 2018 - Nov. 2020Tampa, Florida, United StatesProject Management, Scrum Master, Agile Coach, Trainer, Transformation & Agile Leader
• Managed multiple major projects through all phases of Software Development Lifecycle (SDLC), including planning, analysis, design, development, testing, deployment and maintenance
• Developed and implemented detailed project management plans
• Achieved consistent quality, on time, and within the expected budget
• Facilitated prioritization and tracking of project and product-related initiatives enabling optimal resource allocation and deliveries • Managed product evolution to ensure technology and products supported client needs and fulfilled state regulatory compliance requirements
• Managed external and vendor relationships including the SOW, schedules, and implementation of deliverables
• Managed Issues, Risks, Dependencies and Change Requests following the established guidelines.
• Oversaw complete product documentation and archiving according to the Project Management standards for project closure.
• Presented executive-level presentations and updates on weekly basis, discussing health of projects, risk, timelines, reporting and results.
• Participated in annual roadmap planning for company-wide IT projects, portfolio and program management, facilitating workshops to help leadership focus on management analysis, business value and IT strategy • Performed as Scrum Master, Facilitator and Agile coach, offering guidance and support during transformation for multiple teams across the company
• Demonstrated exemplary coaching and proven leadership skills as the internal team migrated fully from primarily Waterfall to Agile methodologies
• Facilitated team inspection and adaptation with retrospectives, root cause analysis, workshops and collaboration resulting in a high-performing team
American Integrity Insurance CompanyUnderwriting Technical Specialist / Project Manager
Dec. 2016 - Aug. 2018Tampa, Florida, United StatesTechnical Specialist, Project Manager, Product Owner
• Managed projects for the Underwriting and Customer Service Departments
• Launched several new products (Personal Lines Umbrella, Golf Cart, Boat.)
• Developed comprehensive project plans encompassing scope management, deliverables, milestones, resource management, and quality management.
• Motivated cross-functional teams to meet deadlines and deliverables, fostering a collaborative working environment. • Provided business and/or technical leadership as needed for project success, as we transitioned from a legacy platform to Guidewire. • Worked closely with Business Partners and Business Analysts to document requirements and break them down into a refined backlog for the developers.
• Ensured stakeholder priorities were properly synthesized and developed into solutions and products.
• Performed Product Owner duties including backlog grooming and prioritization which ensured the team was delivering the highest and best value for each increment.
• Performed and led team in User Acceptance Testing (UAT) for Underwriting, Customer Service, and Billing deliverables.
North Carolina Joint Underwriting Association and North Carolina Insurance Underwriting AssociationProperty Claims Adjuster
Jan. 2016 - Dec. 2016Cary, NC• Evaluated, investigated and effectively adjusted Homeowners, Dwelling, and Property claims for personal and commercial risks
• Interpreted policy language to ensure accurate coverage determination was made • Ensured completeness and accuracy of Xactimate estimates for each claim prior to finalizing settlement
• Provided prompt, professional communications via telephone, internet, email and mail with internal and external clients, independent adjusters, and attorneys.
• Promptly paid valid claims within limits of authority
• Served as Examination Supervisor for on-site testing for The Institutes exams.
Mercury InsuranceClaims Specialist II
Apr. 2015 - Dec. 2015Clearwater, FL• Evaluated, investigated and effectively adjusted personal injury, medical and wage loss claims. • Promoted and provided exemplary customer service throughout the claims process, while balancing casework loads and efficiently processing claims. • Ensured prompt, professional communications via telephone, internet, email and mail with internal and external clients, medical professionals, and attorneys.
• Coordinated benefits with other carriers including auto insurance, health insurance, and workers compensation companies, and facilitates reimbursement and pro-rata payments when required.
• Managed reserves in accordance with company guidelines. Opened, adjusted and closed reserves to ensure reserve adequacy, using company software including Guidewire and NextGen. • Ensured that applicable Personal Injury packages and forms were properly prepared, and transmitted within required timeframes.
• Adjusted wage loss claims, including detailed wage and salary verification, disability confirmation, and manual wage loss calculation for eligible claimants.
• Medically managed claims in compliance with best claims practices. Utilized independent medical examinations, peer reviews and in-depth examination of medical facts to make sound judgment and determine recommended actions and settlement on complex files. • Referred and shared files with SIU and Subrogation to identify fraud and subrogation opportunities.
• Recalled with accuracy and proficiency file facts and figures to support claims decisions and defend as needed for demand responses and litigation of personal injury files.
• Made decisions within delegated authority as outlined in company policies and procedures.
• Executed fiduciary responsibilities ensuring payments to claimants and providers were dispersed in a timely manner within limits of authority.
• Assisted in training of new team members. Performed as mentor and resource person as needed.
Mercury InsuranceAdministrative Underwriter / Underwriter
Nov. 2011 - Dec. 2015Clearwater, FL• Managed, trained and coached team members at supervisory level, reporting to Director of Underwriting
• Served as part of leadership team executing rapid restructuring, including creation of new hub
• Facilitated knowledge transfer as part of company restructuring, including creation of reference materials for entire staff on underwriting guidelines, practices and procedures and recommended improvements, and implemented independent decisions to ensure continuity of operations.
• Trained all Southeast underwriters and entire support staff on Homeowners underwriting, concepts, policies, procedures, guidelines, state specifics, systems and software • Underwrote personal lines of insurance including Homeowners, Auto and Umbrella • Exercised excellent judgment in evaluating and determining acceptance, rejection or modification of coverage and recommended appropriate premiums for prospective policyholders • Interpreted and applied guidelines as provided under Company policies within compliance of current legislation • Completed in-person agency visits for problem resolution, relationship building, and some training. Assisted agencies with training on company specific software and procedures.
• Analyzed territory in order to identify problems and take appropriate corrective action; worked with agencies to improve loss ratios and expand book of business
• Responded to complaints and resolved disputes / handled escalated calls and complex files
• Assisted claims adjusters with research, coverage questions, and file documentation; developed solid inter-departmental relationship between claims and underwriting
• I was originally hired as an Underwriter Trainee, and I was rapidly promoted to Underwriter, then Administrative Underwriter (Team lead) based on exceptional performance, and my ability to rapidly acquire and apply new information. I chose to transfer to claims early in 2015, fulfilling company needs.
Progressive InsuranceCustomer Service Associate - Sales
Nov. 2010 - Oct. 2011Riverview, FL• Held FL 2-20 General Lines Property and Casualty license and obtained Licenses in 22 additional states: AL, CT, CA, DC, DE, GA, MA, MD, ME, MI, MS, NC, NH, NY, OH, PA, RI, TN, SC, TX, VA, VT
• Provided quotes for personal auto and special lines insurance to incoming callers, in call center environment.
• Sold insurance to clients in 23 states, while providing clients with education and service resulting in trust in Progressive, and a true understanding of our company’s value.
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