Melinda Sedgwick

Led Agile delivery within cross-functional squad, driving continuous improvement per SAFe principles.

Facilitated key ceremonies, including Iteration Planning and Stand-ups, to enhance collaboration.

Oversaw large-scale digital transformation initiatives across platforms, including Salesforce.

Established first self-organized Agile squad within 12 months post-SAFe adoption.

Guided teams in Agile practices to foster ownership of performance and accountability.

Championed SAFe practices, embedding ceremonies to improve team cohesion and standards.

Increased productivity by 40% through empowerment and collaborative shaping of the team.

Delivered public-facing webform for customer priority registration during water/sewer incidents.

Led strategic initiatives for digital transformation across IT and CRM platforms to improve customer experience.

Collaborated with cross-functional teams to create scalable solutions that met business objectives.

Translated complex stakeholder requirements into actionable outcomes for both technical and business units.

Utilized Agile methodologies including Scrum, Kanban, and Lean to promote continuous improvement.

Championed integration of centralized data within CRM, fostering seamless service delivery in Property Leasing team.

Reduced IT operational overhead by 30% via creation of a communications console for water and sewer incidents.

Streamlined operations by decreasing reliance on CRM assistance during office hours with innovative communication tools.

Established a comprehensive customer view through effective CRM data centralization and application integration.

• Transformed Customer Contact Centre operations by implementing Salesforce CRM, delivering a holistic view of customer data.
• Developed visual process maps to identify workflow inefficiencies and improvement areas.
• Conducted interviews with stakeholders to collect requirements for system upgrades.
• Led workshops aimed at aligning team discussions on project objectives and deliverables.
• Monitored budgets and timelines by closely tracking project milestones throughout initiatives.
• Enhanced Salesforce CRM functionality by integrating supplementary South East Water applications.
• Documented system requirements through detailed process flows and user stories to guide design solutions.
• Collaborated with cross-functional teams to promote operational efficiency initiatives.

• Optimized call center practices through implementation of comprehensive procedures.
• Established monitoring guidelines to elevate operator performance and reveal training deficiencies.
• Analyzed customer feedback for potential service improvements.
• Initiated buddy training strategy for effective acclimatization of new hires.

• Managed customer inquiries related to water services and billing issues.
• Maintained accurate records of interactions and service requests in database systems.
• Displayed strong telephone etiquette while effectively resolving complex calls.
• Automated Special meter read process in Hi Affinity, streamlining read request submissions.