Joice Ngwe
Montreal,QC
Summary
Seasoned Scrum Master Coach with a proven track record at ADT Security Services, enhancing stakeholder ROI by fostering agile methodologies and team self-organization. Expert in Scrum framework and adept at facilitating high-impact sprint planning sessions. Demonstrates exceptional communication and problem-solving skills, ensuring innovative project delivery and continuous improvement.
Overview
11
11
years of professional experience
Work History
Scrum Master Coach
ADT Security Services
09.2021 - 08.2024
- Maximized return on investment for stakeholders by guiding teams in delivering high-quality products iteratively, resulting in improved user experiences.
- Supported distributed team collaboration through remote work tools adoption, maintaining high levels of productivity without sacrificing quality or communication standards.
- Empowered team members by promoting self-organization, accountability, and ownership of tasks within the Scrum framework.
- Improved project delivery timelines through effective backlog refinement and sprint planning sessions.
- Encouraged innovation and creativity within teams by fostering a safe environment where new ideas could be freely shared, discussed, and experimented upon.
- Assisted teams in transitioning from traditional waterfall models to Agile methodologies, leading to more efficient workflows and better adaptability to change.
Customer Service Account Specialist
Toyota Credit Canada Inc
01.2020 - 09.2021
- Outbounds calls to cleints who are missing behind on payments.
- Maintained queue priority to answer customers inquiries within department standards
- Professionally respond to all customer request received by phone, fax or mail, accurately in a timely manner
- Provide statements and reconcile customers accounts
- Worked in partnership with sales/Marketing and operations staff to manage all internal servicing of customers accounts and projects relating to collection of receivables
- Make payment arrangements with clients and setup favorable payment plans.
- Ensure clients personal information is accurate and up to date in the system.
- Worked hand in hand with dealership and provide account information on either loan or lease, car mileage, vin numbers and serviced dates
- Ensure that lease vehicles have active insurance on them.
Operation and CSR
First Canadian Health
10.2019 - 08.2021
- Act as an intermediary/third party between insurance companies and pharmacy
- Worked as a pharmacy help desk
- Make regular check on clients insurance to ensure they are still valid
- Gave accurate information to pharmacies on who wanted to be part of the business and set up accounts properly
- Helped in making sure that the right amount of medication and prescriptions are given to clients
- Ensure that health card are still valid before medication is administered
- Helped in relaying appropriate information to pharmacies and insurance companies about new medications in the market, replacement and possible those that are out of stock
Customer Service Representative
Coutier Du Quebec
01.2017 - 02.2018
- Dealt with incoming customer and financial advisors queries over the phone and via email
- Processed payments and withdrawal of customers
- Using computerized systems to access the details of customers (CRM)
- Promoting certain financial products and services
- Handling customers complaints or handing them over to the supervisor.
- Referring customers to individuals qualified to offer and sell regulated financial products.
Project Coordinator
MTN Cameroon
01.2014 - 02.2016
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Coordinated cross-functional teams to achieve seamless collaboration in achieving project objectives.
- Improved client satisfaction with timely updates and transparent communication throughout the project lifecycle.
- Facilitated workshops to collect project requirements and user feedback.
Education
Certificate - Applied Cyber Security
McGill University
Montreal, QC12.2023
Bachelors Degree - Management
Catholic University Inc
Buea/Cameroon 10.2012
Skills
- Agile Coaching
- Team motivation
- Product Backlog Management
- Scrum Framework Expertise
- Sprint Planning
- Meeting facilitation
- Multitasking Abilities
- Excellent Communication
- Critical Thinking
- Organizational Skills
- Team Collaboration
- Adaptability and Flexibility
- Relationship Building
- Coaching and Development
- Problem-solving aptitude
- Continuous Improvement
- Time management abilities
- Analytical Thinking
Languages
English
Full Professional
Timeline
Scrum Master Coach
ADT Security Services
09.2021 - 08.2024
Customer Service Account Specialist
Toyota Credit Canada Inc
01.2020 - 09.2021
Operation and CSR
First Canadian Health
10.2019 - 08.2021
Customer Service Representative
Coutier Du Quebec
01.2017 - 02.2018
Project Coordinator
MTN Cameroon
01.2014 - 02.2016
Certificate - Applied Cyber Security
McGill University
Bachelors Degree - Management
Catholic University Inc
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