Oliver Cheta

• Led technical delivery teams with in-depth understanding of processes and techniques to deliver high-quality solutions.
• Monitored project spending and compiled budgets to develop business use cases.
• Managed workforce planning, compiling information for informed decision-making.
• Collaborated with the entire team in planning, estimating, prioritizing, and refining the product backlog, resulted in increased accuracy of sprint planning and enhanced productivity
• Documented appropriate project plans and controls in line with change lifecycle.
• Implemented and maintained appropriate systems to enable successful planning and scheduling.
• Used project management tools and techniques for positive, successful outcomes.
• Acted as single point of contact for customers and internal stakeholders.
• Identified and managed budget, timescale and scope changes, recommending actions and improvements to meet project goals.
• Acted as first point of contact for hardware and software troubleshooting queries.

Facilitated and organized essential Scrum events such as sprint planning, daily stand-ups, sprint reviews, retrospectives, and other related activities at Lambeth Council. Additionally, I was responsible for documenting and executing test scripts to ensure the proper functioning of the 'About Your Area Page.' I promptly reported and retested any identified defects, ensuring adherence to the planned timeline.

Key Contributions:

· Supported team members and stakeholders in comprehending and embracing the values, principles, and practices of Agile as part of Lambeth's new Agile approach, resulting in improved collaboration, increased transparency, and enhanced overall team performance.

· Modelled and promoted core Agile principles such as collaboration, prioritization, team accountability, and visibility, ensuring the consistent application of the Scrum framework across the organisation, leading to more effective project delivery.

· Collaborated closely with the product owner in effectively managing the backlog and ensuring the continuous delivery of increments, resulting in a steady flow of value-added features and improved customer satisfaction.

· Maintained robust relationships with business analysts, third-party vendors, and various business areas during testing to ensure comprehensive communication and alignment on test progress, facilitating a smooth testing process and timely issue resolution.

· Engaged with business analysts to conduct thorough walkthroughs of user stories, gaining a clear understanding of the requirements for the "About Your Area" web application, enabling accurate development and a higher level of customer satisfaction.

· Created and executed a substantial number of manual test scripts to fulfil the overall functional requirements of the proposed system, ensuring the identification and resolution of defects, reducing post-release issues and improving product quality.

· Worked alongside developers and designers on the test team to facilitate their understanding of the system's architecture and support integration and user acceptance testing, resulting in streamlined collaboration and effective testing processes.

· Conducted test script reviews with the development team, actively solicited feedback, and updated documentation for final approval, ensuring comprehensive and well-executed test execution, reducing the risk of critical issues and improving overall test coverage.

Collaborated within a customer service team to effectively manage and maintain a diverse portfolio of customers. Proactively engaged with customers to negotiate contracts and customized deals tailored to their unique financial situations, ensuring optimal returns for the company. Regularly reported to the customer service manager to provide updates on portfolio management activities and customer interactions.

Key Contribution:

§ Proactively recommended additional services and products to existing customers, resulting in increased customer retention and generating additional revenue for the company.

§ Utilized the company's call logging software to meticulously document accurate and comprehensive details of customer interactions, ensuring a thorough record of each conversation and enabling effective follow-up actions.

§ Consistently worked towards achieving daily call targets, maintaining a high level of productivity and contributing to the overall success of the customer service team.

§ Skilfully recorded the content of conversations and proposed suitable solutions, enhancing the quality of customer interactions and providing tailored recommendations to address their need effectively

§ Responsively addressed customer complaints, demonstrating a commitment to resolving issues promptly and satisfactorily, minimizing the risk of escalation and maintaining a positive customer experience.