Experience

Fair Trade USA

• United States
• International Trade and Development
• 100 - 200 Employee

• Program Manager Agile Delivery

  • Apr 2021 - Present

  • Help deliver projects and products using the appropriate agile project management methodology, learning & iterating frequently • Organize and facilitate all types of Agile ceremonies for multiple software development teams • Coach team members on agile frameworks and assist in changes to best practices • Facilitate internal and external communication to improve transparency and radiate clarity • Work with Product Owners to define the roadmap for any given product and facilitate the translation of this work into user stories • Identify and remove impediments prevent distractions that interfere with the ability of the team to deliver the sprint goal, and oversee and manage Agile tools, such as JIRA and Confluence • Ensure teams are practicing the core Agile principles of collaboration, prioritization, team accountability, and visibility, and know when and how to recommend improvements

• Technical Support Assistant

  • Jun 2016 - Oct 2021

  • Managed, developed and maintained a Help Center knowledge base related to the use of support services across the company by collaborating with software development team and other internal support providers • Increased user adoption rate by over 50% in the Help Center by providing a central location for support on topics, knowledge articles, case support, and community base • Created and maintained technical articles, training, and help documentation to ensure consistency in style and format; over a 100 help articles published along with weekly feature product release notes • Documented solutions for cases as resolved to maintain internal history • Managed and resolve all internal support cases related to the Salesforce platform within a 4-day turnaround to increase customer satisfaction

• Technical Training and Support Specialist

  • Jan 2019 - Jul 2021

  • Design and manage the internal Salesforce training program for onboarding users to provide key knowledge for day-to-day work • Conduct and facilitate recurring trainings to respond to user needs, including one-on-one, group, remote, and in-person trainings • Design training curriculum and supporting technical documentation such as cheat sheets, handouts, articles and other help documentation• Work with product owners and other subject matter experts to develop future training sessions• Manage and resolve all internal support cases related to the Salesforce platform within a 4-day turnaround to increase customer satisfaction • Manage and maintain a Help Center knowledge base related to the use of support services across the company by collaborating with software development team and other internal support providers

• Data Governance Assistant

  • Jun 2016 - Jun 2017

  • Developed a business architecture for data governance by defining scope and processes • Analyzed business requirements and processes through document analysis and interviews • Liased between business development team and technical team to communicate business requirements and constructed easy-to- understand data and process models • Collaborated with internal teams to identify challenges, needs, and wants for data security and ongoing data maintenance • Defined timeline, budget, goals and delivery to ensure successful outcome of the project