EE

Open to opportunities

Eric Estrada

@ericestrada

Experienced Scrum Master focused on delivering exceptional digital solutions.

What I'm looking for

I seek a role in a dynamic environment that values collaboration and innovation, offering opportunities for professional growth and impactful contributions.

As a dedicated Scrum Master and Digital Publisher, I specialize in providing exceptional experiences and services that translate into leading-edge technology solutions. My background in business management allows me to identify deficiencies and implement process improvements that optimize performance and enhance project management through the SAFe Agile framework.

Throughout my career, I have built strong relationships with stakeholders and end-users, ensuring that their needs are met while driving enterprise goals. I have successfully led teams in various ceremonies, including daily stand-ups and retrospectives, fostering a collaborative environment that encourages innovation and continuous improvement. My technical expertise spans multiple software delivery life cycles, and I am proficient in various tools and systems that support effective project execution.

Experience

Work history, roles, and key accomplishments

UA

Current

Scrum Master/DPO/Knowledge Manager/Digital Publisher

Current

United Services Automobile Association

Jan 2019 - Present (6 years 8 months)

Identified deficiencies and managed identified gaps (MIGs) and process improvements (PIs) for digital optimization and performance experiences, utilizing SAFe Agile for project management. Led ceremonies such as daily stand-ups, retrospectives, demo/reviews, iteration planning, backlog prioritization, and backlog grooming.

Project Management Process Improvement User Stories KPIs Risk Management Stakeholder Management Coaching Training

UA

Financial Foundations Specialist Bank (Deposits/Credit Cards/Consumer Lending)

United Services Automobile Association

Sep 2013 - Present (12 years)

Assisted members with financial foundations related to bank products, including deposits, credit cards, and consumer lending. Ensured compliance with banking regulations and provided accurate information to members.

Banking Regulations Deposits Credit Cards Consumer Lending Customer Support Compliance Financial Services Data Analysis Problem Solving

UA

Sr. Specialist (Deposits/Credit Cards/Consumer Lending/ERT/MRT Email & Chat)

United Services Automobile Association

Jun 2013 - Present (12 years 3 months)

Provided specialized support across various financial products including deposits, credit cards, and consumer lending. Managed email and chat communications for Emergency Response Team (ERT) and Member Response Team (MRT).

Customer Service Financial Products Email Support Chat Support Consumer Lending Credit Cards Deposits Troubleshooting Communication Problem Solving

UA

Financial Foundations Specialist P&C (Auto/Homeowners/VPP/Renters)

United Services Automobile Association

Jul 2012 - Present (13 years 2 months)

Supported members with financial foundations for property and casualty insurance products, including auto, homeowners, valuable personal property (VPP), and renters insurance. Provided guidance on policy details and claims processes.

Renters Insurance Customer Service Policy Management Claims Processing Financial Services Communication

UA

Website Technical Support Specialist (Enterprise/Chat/ITSM)

United Services Automobile Association

Aug 2007 - Present (18 years 1 month)

Provided technical support for enterprise-level website issues and managed chat support for members. Utilized IT Service Management (ITSM) processes and tools to resolve technical problems.

Technical Support Enterprise Management Chat Support ITSM Troubleshooting Microsoft Office SharePoint)Splunk Jira ServiceNow

KS

Contractor, Website Customer Technical Support

Kelly Services

Jan 2006 - Present (19 years 8 months)

Provided technical support to customers for website-related issues as a contractor. Assisted users with navigation, troubleshooting, and general inquiries.

Technical Support Customer Service Communication Problem Solving Data Entry Call Center Operations Navigation

SC

Sales Specialist

Sprint Corporation

Dec 2004 - Present (20 years 9 months)

Managed sales activities for telecommunications products and services. Achieved sales targets and provided excellent customer service.

Sales Customer Service Telecommunications Product Knowledge Sales Targets Communication Negotiation Problem Solving Relationship Building Retail Sales

RS

Sales Specialist

Radio Shack

Dec 2002 - Present (22 years 9 months)

Provided sales support for electronic products and accessories. Assisted customers with product selection and technical inquiries.

Sales Electronics Customer Service Product Knowledge Retail Sales Inventory Management Communication Troubleshooting Merchandising

WT

Wells Fargo Lending Specialist (Mortgages/Consumer Loans)

West Telemarketing

Jan 2002 - Present (23 years 8 months)

Handled inbound and outbound calls for telemarketing campaigns. Provided information and processed orders for various products and services.

Telemarketing Customer Service Inbound Outbound Calling Sales Communication Data Entry Call Center Operations Problem Solving

Education

Degrees, certifications, and relevant coursework

SC

San Antonio College

Associate's Degree, General Studies

2017 - 2019

Undertook studies to further academic and professional development. Focused on a curriculum designed to enhance skills and knowledge for career advancement.

NC

Northwest Vista College

Associate's Degree, General Studies

2002 - 2006

Pursued higher education, focusing on general coursework and foundational studies. Gained valuable academic experience and prepared for further collegiate endeavors.

PS

Poteet High School

High School Diploma, General Studies

1999 - 2002

Completed high school education, gaining foundational knowledge across various subjects. Developed essential academic and social skills.

Tech stack

Software and tools used professionally

Splunk

Salesforce

Gmail

Jira

F#

Windows

Aha!

Snagit

ServiceNow

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Eric Estrada - Scrum Master/DPO/Knowledge Manager/Digital Publisher - United Services Automobile Association | Himalayas