Daniela Molina
Wattle Downs
Summary
Enthusiastic Scrum Master eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow and excel.
Overview
8
8
years of professional experience
Work History
Scrum Master
Education Perfect
05.2023 - Current
- Improved team efficiency by implementing Agile and Scrum methodologies for project management.
- Coached cross-functional teams on Agile principles, leading to an increase in successful project deliveries.
- Developed custom Scrum boards for better task tracking and transparency within the team.
- Conducted daily stand-up meetings, sprint planning sessions, and sprint reviews, ensuring effective communication among team members.
- Resolved conflicts and facilitated open communication among team members, promoting a healthy work environment.
- Created comprehensive user stories with clear acceptance criteria to guide development efforts.
- Implemented continuous improvement initiatives through regular retrospective meetings with the team.
- Collaborated with Product Owners to refine requirements and ensure alignment with business goals.
- Identified potential risks early in the project lifecycle and implemented mitigation strategies accordingly.
- Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews, and sprint retrospectives.
- Collaborated with product owners, team members, technologists, and other scrum masters to define solutions and drive progress.
- Led sprint reviews and planning meetings to promote full team engagement.
- Worked closely and listened to team members' feedback to identify issues and resolve conflicts.
- Researched current trends to stay knowledgeable in Scrum methods.
Scrum Master
AA
11.2022 - 05.2023
- Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews and sprint retrospectives.
- Led sprint reviews, daily scrums and planning meetings to realize full team engagement.
- Supported Scrum framework for fortnightly deployments and feauture releases.
- Collaborated with product owners, team members, technologists and other scrum masters to define solutions and drive progress.
- Worked effectively with multiple Scrum teams both internally and off-shore.
- Drove Scrum team progress to overcome obstacles and realize success throughout life of each sprint.
- Maintained project schedules by managing timelines and making proactive adjustments.
Service Delivery Coordinator
NTT / Air New Zealand
05.2019 - 11.2022
- Initial response and assignment through all 40 engineers across the team of all incoming work requests for Air NZ services (incidents, projects, change and service requests, actions items and problem tickets).
- First point of contact for the Service Desk escalations
- Manage resourcing issues and conflicts, escalating to Technical Operations Manager as required
- Request and manage changes for monthly reboot process. Run reports, manage spreadsheet and create change requests
- Manage communication to Air NZ problem management team for action items and problem tickets
- Identify and report on common incidents
- Identify tickets incorrectly assigned and with incomplete grey area diagnosis, manage return to service desk and reporting of returned tickets
- Identify resourcing trends and forecasting
- Identify volume trending for incidents, changes, Kanban, and project requests, action and problem items
- Identify resourcing roadblocks, issues and improvement opportunities
- Create, maintain and develop positive relationships within Air New Zealand.
- Create, maintain and develop positive relationships with internal leveraged services team coordinators
- Manage Air NZ / NTT service desk meeting. Report on escalations and trends to the Technical Operations Manager
- Manage overtime claims (SPP’s) submission and approval
- Manage account coordination expenses as required
- Manage engineer timekeeping as required, providing reminders for completion and accuracy.
- Assist with monthly ORB reporting. Working alongside DBA analyzing and making sure data is accurate and updating ORB slides in the final report/presentation for the airline.
- Report on service desk and resourcing issues.
- Project coordination and allocation of all the incoming project requests.
- Disaster Recovery test monthly coordination.
Customer Order Specialist
Signify Formerly Philips Lighting
07.2018 - 05.2019
- Contacted vendors to determine shipping dates and availability for specific items to notify customers.
- Established effective working relationships with internal employees, vendors, shipping company contacts and customers.
- Conferred with customers about concerns with products or services to resolve problems.
- Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
- Monitored orders and delivered status updates to customers regarding arrivals.
- Positively engaged with customers to understand needs and responded appropriately to questions.
- Emphasized product specifications to meet customer needs.
- Analyze discrepancies between order and catalog in EDI documents. Check pricing and availability.
- Liaise with Supply Chain.
- Manage goods returns.
- Drive efficiency of order management process, optimize minimum order value and transportation.
- Analyze specifications of the customer order.
- Accept and validate sales orders by checking references and validating relevant information.
- First point of contact for all customer enquiries (P&A, product knowledge).
Customer Care Representative
Arjo
07.2017 - 05.2018
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Assisted call-in customers with questions and orders.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Logged call information and solutions provided into Salesforce database.
- Defused customer concerns with exceptional conflict and problem resolution skills.
- Rental administration assistance and coordinate Arjo service technicians to attend where required.
- Rental orders entered into the system RMS.
- Planning and implementing after-sales services to follow up with customer satisfaction.
- Liaise with Patient Post Acute Care (PPAC) sales, aftermarket, operations and customers.
- Assist PPAC sales team with production of quotes and entering them as opportunities in Salesforce.
- Sales orders entered into the system: Sybiz.
- First point of contact for all customer enquiries.
- Reception relief.
Ticketing Coordinator
NZ International Comedy Festival
01.2017 - 06.2017
- Data analysis - audience development.
- Show settlements.
- Stakeholder relationship management.
- Ticketing administration.
- Ticketing co-ordination
- Ticketing policy and procedure.
- Liaise with producers, comedians and venues to organize complimentary tickets.
- Managing ticketing systems (I-Ticket, Ticketek, Patronbase, Eventfinda)
- Carried out day-day-day duties accurately and efficiently.
- Identified issues, analyzed information and provided solutions to problems.
- Worked with the artists to understand needs in regards of complementary tickets and provide excellent service.
- Offered friendly and efficient service to all customers, handled challenging situations with ease.
Receptionist Administrator
Design Print Partners
10.2016 - 01.2017
- Promoted maintenance of professional and courteous customer interactions across all reception personnel.
- Answered incoming calls, directing clients to individuals capable of addressing specific needs.
- Answered questions and addressed, resolved or escalated issues to management personnel to satisfy customers.
- Greeted customers and visitors in-person and via telephone calls.
- First point of contact for all customer enquiries.
- General administrative tasks
- Managing phone enquiries and placing orders for different brands (Z Petrol Stations, Griffins, Mars, DB Breweries) in the website and “Logistix”
- Raising codes for products of different brands for the website.
- Assisting with end of the month process by creating invoices.
- Data entry in “Spark”
- Fee and posting orders for courier post in “Logistix”
- Costing warehouse briefs
Education
Bachelor of Arts - Cultural Management And Administration
Universidad Del Claustro De Sor Juana
Mexico City06.2014
Diploma of Arts - Drafting Cultural Projects
Centro Nacional De Las Artes
Mexico City2014
Skills
- Delivery management
- Customer Relations
- Relationship builder
- Quick Learner
- Communication
- Flexible
- Multi task
- Take initiative
- Proactive
- Team player
- Attention to detail
- Software: Word, Excel, PowerPoint, Outlook (Microsoft and Mac), ServiceNow, PowerBi, JIRA, Confluence, Salesforce, RMS (Rental Management System), Logistix, Spark, I-Ticket, Ticketek, PatronBase, Eventfinda ERP: SAP, Sybiz
Timeline
Scrum Master
Education Perfect
05.2023 - Current
Scrum Master
AA
11.2022 - 05.2023
Service Delivery Coordinator
NTT / Air New Zealand
05.2019 - 11.2022
Customer Order Specialist
Signify Formerly Philips Lighting
07.2018 - 05.2019
Customer Care Representative
Arjo
07.2017 - 05.2018
Ticketing Coordinator
NZ International Comedy Festival
01.2017 - 06.2017
Receptionist Administrator
Design Print Partners
10.2016 - 01.2017
Bachelor of Arts - Cultural Management And Administration
Universidad Del Claustro De Sor Juana
Diploma of Arts - Drafting Cultural Projects
Centro Nacional De Las Artes
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