Successfully led multiple teams of 10 to 14 developers and testers in transitioning from traditional waterfall to Agile and Kanban methodologies, resulting in a 18% increase in productivity and a 26% reduction in time-to-market for deliverables.Leveraged tools such as Jira, Jira Align, Flow Metrics, and PowerBI to track team performance and project progress, providing stakeholders with real-time visibility into project health and enabling data-driven decision-making, resulting in a 20% increase in project transparency and stakeholder confidence.Initiated scrum framework for a Unified Customer Profile team that streamlined customer access and account management experiences for over 50 million customers, improving interaction with Fidelity digital applications by 23%, increasing customer satisfaction.Collaborated with stakeholders to establish a culture of psychological safety, where team members feel empowered to voice ideas and concerns, fostering a collaborative environment conducive to continuous improvement and innovation.Collaborated closely with product owners and stakeholders to prioritize backlog items based on business value and dependencies, resulting in a 30% reduction in cycle time for delivering high-priority features.Facilitated scaled Agile ceremonies, including release planning, program increment (PI) planning, and system demos, coordinating cross-team dependencies and facilitating communication to ensure the successful delivery of program-level objectives.

Employed problem-solving skills and data analysis techniques to quickly diagnose and resolve complex technical issues reported by clients, consistently achieving a high efficiency rating of over 90%, improving customer satisfaction.Acted as a servant leader to empower technical support teams, facilitating collaboration and decision-making processes, resulting in improved team morale and a 15% reduction in conflict resolution time.Facilitated sprint planning sessions and backlog refinement meetings for a AI Robotics Process Automation team, ensuring clear prioritization of tasks and alignment with project goals, leading to a 18% increase in sprint efficiency.Demonstrated proficiency in multitasking and time management to efficiently handle a high volume of client interactions while maintaining attention to detail and a 96% efficiency rating in Salesforce documentation.Operated as the primary contact for platform support inquiries, resolving over 95% of cases within SLA parameters, and consistently receiving positive feedback for exceptional service and technical expertise.Provided expert technical support to clients using the platforms Wealthscape and Wealthscape Investor, addressing inquiries related to system functionality, troubleshooting technical issues, and resolving user concerns promptly and effectively.Performed thorough analysis of client feedback and usage data to identify trends and patterns in technical support inquiries, informing product enhancements and feature prioritization to better meet client needs and preferences. Facilitated backlog refinement sessions for a AI Robotics Process Automation team to ensure user stories and acceptance criteria were well-defined, prioritized, and ready for sprint planning, enabling teams to maintain a consistent pace of delivery.

Utilized strong problem-solving skills to address customer inquiries and resolve issues efficiently, demonstrating adaptability and resourcefulness in navigating complex financial scenarios and mitigating risks, ensuring optimal customer outcomes and satisfaction.Delivered exceptional customer service by promptly addressing clients’ financial inquiries in relation to their capital market, demonstrating active listening skills and empathy to understand their needs and provide tailored solutions, resulting in high customer satisfaction and retention.Implemented data-driven strategies to analyze customer interactions and identify opportunities for process improvements, resulting in a 15% reduction in average handling time (AHT) and increased operational efficiency.Served as scrum master and led Agile retrospectives to gather feedback from team members and stakeholders, identifying opportunities for process improvement and implementing actionable strategies to address areas of concern, resulting in continuous improvement across teams functionality.Utilized active listening skills and empathetic communication techniques to engage with customers, clarify their needs, and provide accurate and relevant information in alignment with the STRIVE call model principles.

Established a culture of transparency and accountability within the team, encouraging open communication and fostering a sense of ownership and responsibility for project outcomes.Engaged external clients to understand their business objectives, utilizing active listening and strong communication skills to elicit requirements and identify opportunities for improvement.Regularly reviewed and updated client service protocols and workflows to ensure compliance with industry regulations and standards, maintaining high levels of service quality and data governance.