- Printing in various forms and formats
- Various crafts
- Reading
- Gardening
- cooking
Sonia Doidge
Yeovil,Somerset
Summary
Experienced Scrum Master, Business Analyst and Customer Service, working closely with people face to face or via chats and video calls, with a robust background in Agile methodologies, change management, and stakeholder engagement. Proven track record of facilitating team collaboration and optimising workflows at Kingfisher PLC, enhancing inter-team communication and project alignment. Skilled in backlog grooming, risk mitigation planning, and strategic thinking, with a commitment to continuous improvement and innovation. Adept at managing complex projects across diverse teams, fostering a culture of servant leadership and effective communication. Career goals include leveraging expertise in Agile practices to drive organisational success and efficiency.
Overview
36
36
years of professional experience
Work History
Scrum Master
Kingfisher PLC
Yeovil, Somerset
08.2019 - 08.2026
- Facilitated daily stand-ups, sprint planning, reviews, and retrospectives to optimise team workflow.
- Worked closely with Product Owners to refine backlogs and define sprint goals for project alignment.
- Organised and led Scrum of Scrums meetings to address dependencies and coordinate with multiple teams.
- Monitored sprint progress through burn-down charts, adjusting strategies to meet deadlines.
- Coached team members in Agile methodologies, promoting continuous improvement in practices.
- Implemented Scrum practices across departments, significantly increasing inter-team communication.
- Reported regularly on project data and kept leadership informed of progress.
- Developed training materials on Agile and Scrum techniques, enhancing team knowledge and skills.
- Mediated conflicts within the team, fostering a collaborative environment for problem-solving.
- Streamlined communication channels between the development team and external departments.
- Analysed team performance metrics to identify areas for efficiency improvements.
- Defined scopes, managed resources and oversaw schedules in line with stakeholder and project owner specifications.
- Outlined and implemented plans to meet operational targets.
- Led workshops and seminars on Agile best practices, sharing insights with broader professional community.
- Created a feedback loop with customers to incorporate user experience into product development.
- Evaluated organisational needs, identifying underperforming areas and reporting recommendations for improvement.
- Cultivated a culture of innovation, encouraging team members to propose new solutions.
- Oversaw on-site and off-site teams professionals working on diverse IT projects.
- Arranged upgrades to hardware and software to maintain technological capabilities.
- Managed customer support operations, resolving technical issues swiftly to maintain high service levels.
- Spearheaded disaster recovery planning, minimising downtime and data loss during unforeseen incidents.
- Implemented robust change management processes, ensuring smooth transition during system upgrades and changes.
- Analysed system performance metrics, identifying and addressing bottlenecks to enhance user satisfaction.
Business Anylist
Kingfisher PLC
Yeovil, Somerset
02.2012 - 08.2019
- Gathered business requirements to enhance functionality of Screwfix and B&Q systems
- Writing up the requirements to enable engineering teams to implement the changes successfully
- Reviewed project progress to identify risks and align with goals, collaborating with Product Manager and Product Owner to mitigate impacts from unexpected changes
- Manage the workload for the teams to successfully deliver the new / updated functions to production
- Working closely with internal and external teams to unblock any impediments
- Managed change process for smooth implementation of new code, ensuring safe releases with minimal customer and business impact
Contact Centre Change Manager
Screwfix(Kingfisher)
Yeovil, Somerset
02.2006 - 02.2012
- Implemented changes within contact centre to enhance operational processes
- Working closely with the IT engineering teams to implement new front end for Contact centre, Trade Counter and Website
- Documented processes within contact centre to ensure consistency and clarity
- Developed training materials to assist customer service representatives in quickly learning new functions or processes
Contact Centre Line Manager
Screwfix (Kingfisher)
Yeovil, Somerset
02.2003 - 02.2006
- Managed multiple teams of 12 plus direct reports, driving performance through regular coaching and feedback sessions.
- Resolved customer complaints promptly, maintaining high levels of satisfaction and loyalty.
- Managed quality control and maintained high customer satisfaction.
- Delegated team tasks and organised workflows to prioritise critical jobs and meet stringent deadlines.
- Coordinated training and mentoring for team members, maintaining skilled and well-performing group.
- Trained and coached junior team members to maximise knowledge and competencies and increase performance.
- Conducted quarterly performance reviews, identifying opportunities for development and setting achievable targets.
- Fostered a culture of continuous improvement, encouraging innovation and rewarding exceptional performance.
- Outlined and shared daily responsibilities with team to enhance productivity. and targets.
- Resolved conflicts between team members to maintain group harmony and productivity.
- Reported to senior management on team performance, challenges, and strategic opportunities.
- Managed cross-functional projects, ensuring collaboration between departments to achieve company goals.
- Monitored worker behaviours and enforced standards for consistent safety protections.
- Maintained workplace safety by observing occupational and environmental health requirements.
- Organised team-building events that improved morale and strengthened working relationships.
Customer Service Representative
Screwfix (Kingfisher)
Yeovil, Somerset
11.2001 - 02.2003
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Handle escalated calls to the best resolution for the customer and company
- Managed customer account inquiries, providing precise information to resolve service complaints and ensure customer satisfaction.
- Facilitated fulfilment of customer orders through email, online, and telephone channels to enhance order accuracy and customer experience.
- Built rapport with customers through courteous and professional communications.
- Assisted customers with product-related questions, feedback and complaints.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
- Assisted other departments within the contact centre when their workload was high to speed up customer enquiries, replacement and refunds
- Facilitated training for new team members to enhance their skills.
- Collaborated with line manager to address team issues and streamline workflow processes.
Florist Shop Manager
InFull Bloom
South Melbourne, Melbourne (Australia)
02.1994 - 10.2001
- Coordinated major events like Valentine's Day and Christmas, overseeing procurement and preparation of floral arrangements.
- Trained new shop assistants to deliver exceptional customer service and efficiently manage inventory.
- Built trusting relationships with customers, enhancing customer loyalty and satisfaction.
- Provided instructions on caring for flowers, ideal temperature to be used and times to change water to maintain longevity and beauty.
- working closely with flower growers to purchase quality fresh flowers and foliage
- Maintained a clean and inviting shop environment, organising displays for optimal visual appeal.
- Transported fresh flowers to customers, maintaining quality and presentation standards.
Whole Sales Florist Customer Service Associate
Sunshine Flowers
Cragibourne , Melbourne (Australia)
05.1990 - 02.1994
- Served customers and addressed enquiries to ensure satisfaction
- Organised and prepared flower arrangements to fulfil customer orders
- Packed fresh flower orders for interstate delivery while ensuring quality
- Managing and displaying fresh produce
- Maintained a clean and tidy work environment
Education
AI
Scrum.Org
London01-2026
Printing
Bridgewater & Taunton College
Taunton01-2024
Printing
Bridgwater & Taunton College
TAUNTON01-2024
Scrum Mastery Pathway
Agile Mastery Institute
Bristol01-2022
Customer service
Yeovil collage
Yeovil01-2003
Skills
- Think outside the box
- work well with people of all ages
- Approachable
- works well as a individual or ateam player
- Trustworthy
- awareness of what is happening around me not just focusing on the main task
- willing to go the exra mile
- Agile methodology
- Backlog grooming
- People management
- Certified scrum master
- Stakeholder engagement
- Change management
- Requirements gathering
- Customer service
- Agile methodology expertise
- Scrum metrics tracking
- JIRA software competence
- User story creation
- Stakeholder communication
- Servant leadership
- Stakeholder collaboration
- Team development
- Project Management
- Stakeholder management
- Risk mitigation planning
- Task prioritisation
- Product backlog refinement
- Waterfall methodology
- Strategic thinking
- Continuous improvement advocacy
- Effective communication
- Project lifecycle understanding
- Knowledge of kanban principles
- Empathy and understanding
- Agile testing knowledge
- Adaptable
- Software Development Lifecycle
- Iterative development encouragement
- Negotiation
- Artificial Intelligence
- Business continuity planning
- Positive attitude
- Customer service excellence
- Creative thinking
- Customer relations
- Time-management
- Decision making
- Jira and confluence proficiency
- Active listening
- Team Leadership
- Customer relationship management
- Technical troubleshooting
- Relationship-building
- Product knowledge
- Customer engagement
- Risk Management
- KPI tracking
- Technical communication
- Communication proficiency
- Risk Assessment
Interests
Timeline
Scrum Master
Kingfisher PLC
08.2019 - 08.2026
Business Anylist
Kingfisher PLC
02.2012 - 08.2019
Contact Centre Change Manager
Screwfix(Kingfisher)
02.2006 - 02.2012
Contact Centre Line Manager
Screwfix (Kingfisher)
02.2003 - 02.2006
Customer Service Representative
Screwfix (Kingfisher)
11.2001 - 02.2003
Florist Shop Manager
InFull Bloom
02.1994 - 10.2001
Whole Sales Florist Customer Service Associate
Sunshine Flowers
05.1990 - 02.1994
AI
Scrum.Org
Printing
Bridgewater & Taunton College
Printing
Bridgwater & Taunton College
Scrum Mastery Pathway
Agile Mastery Institute
Customer service
Yeovil collage