Rachel Konig
Agile Lead / Scrum Master at SnapScan- Claim this Profile
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Bio
Credentials
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Certified ScrumMaster
Scrum AllianceDec, 2022- Nov, 2024
Experience
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SnapScan
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Information Technology & Services
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1 - 100 Employee
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Agile Lead / Scrum Master
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Oct 2022 - Present
Duties And Responsibilities (include But Is Not Limited To)1. Ensure the entire SCRUM process runs efficiently and effectively.2. Facilitate and support all scrum events: Sprint Planning, Daily Scrum, Backlog refinement, Sprint Review, and Sprint Retrospective.3. Ensure that the Scrum and Agile standards are adhered to.4. Report on the entire Scrun and Agile process.5. Manage own professional and self-development.6. Provide continuous feedback to relevant stakeholders.7. Monitor and manage the timelines and sprints and keep the team focused.8. Ensure communication channels are optimised between all stakeholders. 9. Guides and coache the Scrum Team on how to use Agile practices and principles to deliver high quality products and services to our customers.10. Responsible for ensuring Scrum is understood and the team adheres to Scrum theory, practice, and guidelines. 11. Coaching the Scrum team in self-organisation, cross-functional skillset, domain knowledge and communicates effectively, both internally and externally working within the Scrum team. 12. Work with Scrum Team, as well as internal and external stakeholders, to influence and drive decision making and support organizational project or product teams. 13. Resolve team impediments with other Scrum Masters to increase the effectiveness of the application of Scrum in the organisation. 14. Contribute to the advancement and improvement of Agile practices within the organisation. Show less
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Senior Customer Experience Agent
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Mar 2015 - Oct 2022
Onboarding and managing business accounts, ensuring that businesses have the tools they need to succeed.Bug/issue reporting for our business and development teamStrategizing with the growth team.Customer relationship management.Running the social media interactions for the CX team.Liaising with high-level merchants to ensure account creation is streamlined.Regularly provided updates for the CX team on any new products/features being launched. Set up resources & documentation. As well as Freshdesk canned responses to help CX streamline our responses and create a uniform response from SnapScan as a brand.Assist with troubleshooting in the CX-escalations via slackEngaging with our primary CX service providers to ensure we have a good product knowledge.Providing insight and feedback for OKRs and high-level team strategies for each quarter. Updating and editing training material. Creating a detailed onboarding flow for new hires to easily gather information.Training sessions, making sure that information is shared clearly in meeting formats as well as creating training videos to go along with the sessions.Liaising with other teams to set up training schedules and ensure each team has adequate training and support. Matching new hires workload to follow their training steps to ensure that they handle queries that allow them to exercise what they have learned. Provided honest and constructive feedback regularly to assist with the learning process directly to new hires as well as management.Setting up regular huddles with individual new hires to allow for questions or assistance with tough queries.Tracking each agent’s progress post the probation period to ensure the standard of service is upheld Deep diving with each agent when problem areas are identified. Regular feedback to management on the growth of each agent.Identifying strengths and weaknesses for each agent and feeding that information back to management in order to inform career development. Show less
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Yuppiechef
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South Africa
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Retail
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100 - 200 Employee
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Customer Service
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Sep 2012 - Mar 2015
- First point of call, logging issues and queries. This included passing information onto relevant teams as well as resolving issues - Managing office space - The face of the company for walk in guests - Managed the collections area for customers who wished to come pick up/place orders in person - First point of call, logging issues and queries. This included passing information onto relevant teams as well as resolving issues - Managing office space - The face of the company for walk in guests - Managed the collections area for customers who wished to come pick up/place orders in person
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Community
