Zakiya Matlock # Scrum Master Location United StatesDesired Salary 27 - USD/hourlyWork preference Full TimeRelocation NoLinks Status Actively looking Field / Industry Product & Operations * ShareSkill Assessments:This user has not passed any tests yet Languages: English - Report [Overview](#overview) * [Portfolio](#portfolio) ## About Me Highly proactive Team Coach with a strong commitment to achieving ambitious objectives. Dedicated to optimizing and orchestrating operations, I excel at identifying and overcoming challenges. Seeking to leverage my experience and skills to contribute to the agile transformation efforts at PMO Squad, with a focus on motivating cross-functional teams and delivering value to customers. ## Skills ### [Communication Skills](https://jobicy.com/talent/communication-skills.md)[Salesforce](https://jobicy.com/talent/salesforce.md)[Time Management](https://jobicy.com/talent/time-management.md)[Account Management](https://jobicy.com/talent/account-management.md)[Microsoft Office](https://jobicy.com/talent/microsoft-office.md)[Jira](https://jobicy.com/talent/jira.md)[Team Leadership](https://jobicy.com/talent/team-leadership.md)[Agile](https://jobicy.com/talent/agile.md)[Technical Support](https://jobicy.com/talent/technical-support.md)[Microsoft Excel](https://jobicy.com/talent/microsoft-excel.md)[Scrum](https://jobicy.com/talent/scrum.md)[Zendesk](https://jobicy.com/talent/zendesk.md)[Employee Engagement](https://jobicy.com/talent/employee-engagement.md)[Fast Learner](https://jobicy.com/talent/fast-learner.md) ## Experience Field Support Rep @ DAWGS 05/2023 - 08/2023 Supervise diverse tasks such as meeting organization, project progress monitoring, and meticulous transaction record validation. Efficiently choreograph the smooth transfer of 15-10 services to new clients weekly, enhancing property management efficiency and elevating overall client satisfaction. Illustrate account features and services to clients, catalyzing a remarkable 45% surge in account initiations and renewals. Collaborate closely with interdisciplinary teams to ensure the scrupulous maintenance and currency of vital documents. Senior Subject Matter Expert @ Maximus 08/2021 - 02/2023 Meticulously documenting activities in the tracking system to ensure precise record-keeping. Showcasing the effective implementation of call management and customer support strategies, resulting in a remarkable 10-20% decrease in call escalation rates, all while efficiently managing a monthly 20% surge in call volume. Supervising project progress tracking and proactively identifying potential risks, enabling the proactive management of issues and ensuring the successful delivery of projects. Engineering a real-time dashboard that vividly represented critical business metrics, empowering the management team to make swift and well-informed decisions. Subject Matter Expert @ Maixmus 05/2019 - 08/2021 Utilizing Zendesk and escalating claims through Salesforce and Cloud-Based platforms. Proactively assisting agents by swiftly addressing inquiries via Teams, Zoom, and email, identifying suitable solutions for customer concerns. Contributing significantly to the management of level II calls, enrolling consumers into Managed Care Organizations and Private Health Plans. Harnessing project management tools to oversee project progression, leading to enhanced efficiency in resource allocation. ## Education Every University 2017 - 2021 B.S Computer Science Computer Engineering minor : computer hacking Scrum Alliance 2023/2025 Certified Scum Mater Portfolio not available.