Buffy Heslin, MBA, SSM, SA

Award winning Director of Operations, Scrum Master, Agile Coach and 360* leader. I was the recipient of the 2014 Innovation World award for Customer Experience. I am passionate in the areas of servant leadership, coaching, service delivery, Agile methodologies and collaboration. I consistently focus on the development of members of my teams to positively influence their success, enhance skills and promote self-actualization. The outcome of my collaborations with cross-functional teams helped to develop and share skill-sets, ensure there were clear communications of expectations across multiple levels of leadership, so all team members and stakeholders were working together to meet objectives and goals of the organization. I am a strategic and operations professional with expertise in building teams, improving processes, analyzing data. knowledge management and a proven ability to work in high pressure matrixed environments with cross-functional teams. I am organized, highly motivated, technical and detail-oriented, with excellent communication skills. Some of my skills include;

Agile Mindset

SAFe Scrum Master

Lean Methodologies

Metrics Tracking and Reporting

Operational Oversight

Customer Service

Operational Analysis

Change Management

Workforce Management

Strategic Management and Planning

Recruitment and Training

Quality Control

Project Management

Financial Analysis and Reporting

Technical Writing

Software Testing

Consulting for Software and Processes

Human Resources and Payroll

Contact Center Management

Contract Negotiation

Resource Management

Policy and Process Documentation

Workflow Design

Performance Management

Customer Relationship Management

Call Center Start-up