Maria-Doinita B.

Scrum Master

Outsourcing
Advanced
Chisinau, MOLDOVA
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My experience

SelssyAugust 2020 - Present

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2CheckoutMarch 2020 - July 2020

People Master for Pentalog members within the client’s Scrum team.
  • Coaching people on remote collaboration, how to give visibility, effective communication.
  • Regular 1 to 1 discussions where topics are dealt in a retrospective way.
  • Collecting and providing regular feedback: team members, Pentalog and Client.
  • Defining the onboarding roadmap including logistics and practices.
  • Responsible for People Pulse axis from Pentalog Maturity Model and contributor to governance, skills and turnover axis.
  • Attending important project-focused on meetings with the Client.
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PentalogJanuary 2020 - March 2020

Scrum Master within the Pentalog group.
  • Internal integration by understanding the organizational culture of the group.
  • Alignment with the Agile practices and Scrum Master role’s expectation within the group.
  • Go & see mission on the other projects developed in the agency.
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AccentureNovember 2019 - December 2019

Supplier Services Senior Analyst (with French and Spanish) within a multinational professional services company that provides services in strategy, consulting, digital, technology and operations.
  • Working with users, sourcing managers, suppliers and technical teams to enhance the design, implement, and communicate new catalog requirements to the suppliers.
  • Managing the data file content and migration processes for new suppliers enabled on ERP/P2P.
  • Responsible for maintaining the existing catalogs (SRM hosted and Punch outs), schemas and content upload etc.
  • Maintaining and creating user documentation on ERP / P2P, CCM and catalogue related processes.
  • Consulting with Supplier Services Mobilization team to derive and document data validation errors and resolution determine and document best practices, and thoroughly document and test applicable data changes.
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Capgemini RomaniaMarch 2016 - September 2019

Team Manager (Back-up) / Knowledge Manager / Incident Manager / Customer Service Advisor (French and English) for a global leader in consulting, technology services and digital transformation.

Team Manager (Back-up) (December 2018 - September 2019).
  • Leading day to day staff management.
  • Staff on-boarding, training and development.
  • Tracked problem trends and established corrective action plans, ensuring that all blocking points and recurrent problems are eliminated.
  • Delivering service and employee performance reports (daily/weekly/monthly).
  • Reporting in Steering Committee meetings (weekly/monthly) the overall performance of the team for the provided services.
  • Developing plans for Continuous Service Improvement and followed upon its’ implementation.
Knowledge Manager (July 2017 - September 2019).
  • Ensuring the control of all Knowledge Management processes as per ITIL guidelines.
  • Acting as the SME and owner of all Service Desk processes, procedures, work instruction from its’ creation to implementation while making sure of its' feasibility.
  • Leading discussions with relevant SMEs in order to close the knowledge gaps that might cause breach of SLA's or not meeting KPI's.
  • Responsible for successful support provision of Client's application Go Live after understanding their requirements and needs.
  • Working with Project Management team through different project lifecycles, being also part of UAT’s.
  • Working with both internal and Client’s development team to make sure requirements can be met.
  • Working together with client's BA's, Application owners, Key users etc. to establish processes and procedures for Service desk team to follow.
  • Managed the project scope and ensured that delivery was compliant with scope commitment.
  • Proactively followed-up upon Customer Satisfaction Survey and drove the quality improvement.
  • Responsible for all training and re-training needs of the team and monitoring it monthly.

Incident Manager (November 2016 - July 2017).
  • Managing the ticket backlog and prioritizing items that are breached or close to breach.
  • Ensuring ticket quality and lead meetings regarding quality improvements.
  • Developing team communications regarding SLA's and KPI's to achieve.
  • Daily reporting of backlog status to all relevant stakeholders - TM, OPM, ODM, SDM, resolving teams etc.

Customer Service Advisor (March 2016 - July 2017)
  • Developing skills and knowledge to troubleshoot and resolve basic and complex IT issues.
  • Acting as a Single Point of Contact for all issues and requests related to client applications: access issues, password reset, account creation, troubleshooting etc.
  • Using the acquired skills and available information in the knowledge base to develop potential solutions and maintain high quality service.
  • Covering the entire ticket life cycle, resolving the issues or requests reported by clients via phone, e-mail and chat channels.
  • Using both ITSM and ServiceNOW ticketing tools while making sure to cover the established SLA and KPIs.

My stack

Spoken languages

ROMANIAN: Native speaker
SPANISH: Average
FRENCH: Average
RUSSIAN: Beginner
ENGLISH: Advanced

Analysis Methods and Tools

MS Visio

Miscellaneous

Leadership, Agile, Confluence, Business Development, Kanban, Scrum, Six Sigma, Lean, SAP, Flexibility, Analysis, Coaching, Risk management, Communication

Computer Tools

MS Office (Word, Excel, PowerPoint, Outlook)

Software Testing

JIRA

My education and trainings

Master’s Degree in Organizational Management - Alexandru Ioan Cuza University.2017 - 2019

Bachelor’s Degree in Communication and PR - Alexandru Ioan Cuza University.2014 - 2017

My tests

Name
Score
Grammaire langue française quiz
47/60
78%
Scrum quiz medium level
15/20
75%
Project Management quiz medium level
16/20
80%
Compréhension écrite langue française quiz
17/20
85%