Rachel Bontrager - Scrum Master, FloridaBlue

Scrum Master @FloridaBlue

Typing SpecialistData Entry SpecialistData EntryOffice AssistantAdministrative AssistantAssistantService Quality ManagerCustomer Retention SpecialistCustomer Care SpecialistLive ChatChat SupportCustomer ServiceTechnical Support AgentCall CenterProject ManagerProduct ManagerIT

Rachel Bontrager is a seasoned Scrum Master currently serving at FloridaBlue, a leading health solutions company. She has a broad experience in Agile methodologies and is adept at managing teams and projects to ensure efficiency and productivity. Rachel has a proven track record in planning, directing, and coordinating activities of designated projects to ensure that goals or objectives are accomplished within the prescribed time frame. Prior to her role at FloridaBlue, she has worked in various capacities in the tech industry honing her skills in project management and team leadership. Rachel holds a bachelor's degree in Computer Science and she is a certified Scrum Master. Her commitment to continuous improvement and passion for technology makes her a vital asset in any team.

Cars.comSupervisor

Aug. 2006 - Dec. 2010Lead a team of 6-9 Tier I Internet Support Specialists - assist in overseeing full Dealer Support team Create several reports in order to analyze productivity of the team to determine project availability and growth areas, as well as to determine any training issues or necessary staffing changes Maintain team day to day: Process timesheet information for current team members, interview new hires and process new hire forms for team members, also perform mid year and year end performance appraisals for all team members. Ensure team follows proper procedures and that all interactions with our customers are complete, accurate, and professional. Responsible for motivating and monitoring the performance of the team in order to meet all service level agreements. Identify technology and process improvements and coordinate improvements with other departments internally Projects: Created three part plan for integrating Social Media platforms into the existing customer service processes for internal and external customers. Phase 1 - utilizing Twitter accounts for the support team. Plan included processes for monitoring Twitter feeds for various keywords to proactively find potential technical or customer service issues, as well as a plan for updating followers to new processes and the turnaround times of relevant ticket queues Phase 2 - creating Facebook fan pages for the multiple Operations teams for use with interacting with internal and external customers. Phase 3 - utilizing YouTube channels for posting training and how-to videos and for fostering discussion between Account Managers and customers regarding training needs and requests Involved with planning and implementation of Support Chat Included requirements gathering, and creating testing processes Involved with planning and implementation of the Dealer Chat feature This included deciding on the department procedures, writing all training documentation, and training the Support team

Feedback from Rachel’s ex-colleagues