Andreea Șerbănescu
Brasov
Summary
I have over 16 years of experience, starting in telecom and moving into IT, working in roles that always involved people, structure, and change. For five years, I led teams in middle management, in an environment where results and quality were always under close watch. Over the past two and a half years, I’ve worked as a Scrum Master — first in telecom (1 year and 3 months), then in IT (1 year and 6 months), supporting teams working on platforms like ServiceNow, Real-Time Collaboration, and Office365. My role has gone far beyond facilitating meetings: I’ve acted as a steady presence for the team, a partner to the Product Owners, and a bridge between operational needs and delivery focus. I believe in doing things well, in giving teams the space to take ownership, and in keeping things simple when there’s every temptation to make them complex.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Scrum Master
Vodafone
01.2024 - Current
- Responsibilities:
- Facilitated Agile delivery for two cross-functional teams working on ServiceNow and Office 365 (Real Time Collaboration), ensuring alignment with organizational goals and product vision.
- Coached teams on Scrum principles, Agile mindset, and continuous improvement through regular retrospectives and actionable feedback loops.
- Enabled backlog readiness by collaborating closely with Product Owners to groom, refine, and prioritize Product Backlogs across multiple modules (ITSM, ITAM, Core Platform, Office365).
- Led Scrum ceremonies such as Daily Scrums, Sprint Plannings, Reviews, and Retrospectives, adapting formats to fit hybrid teams.
- Actively removed impediments, managed dependencies, and fostered collaboration between internal teams and external vendors.
- Encouraged transparency through clear metrics, Definition of Done alignment, and use of visual management tools (e.g., Jira Dashboards, Conceptboard, Miro).
- Promoted Agile culture by contributing to the Agile Community of Practice and supporting Agile maturity within the wider organization.
- Key Achievements:
- Successfully supported Agile onboarding for newly formed ServiceNow teams post-merger (Schaeffler–Vitesco), establishing common goals, ceremonies, and operating rhythm.
- Co-created and facilitated a five-day platform alignment workshop with Product Owners and stakeholders across both companies, helping define vision, strategy, and governance for the unified ServiceNow platform.
- Enabled the implementation of Scrum of Scrums, improving cross-team coordination and accelerating feature delivery across ServiceNow modules.
- Contributed to a structured RACI model for PO–PGO–SM collaboration, increasing clarity in role ownership and decision-making.
- Received positive feedback from Product Owners and leadership for fostering team cohesion, creating psychological safety, and driving delivery consistency.
Scrum Master
Vodafone
09.2022 - 01.2024
- Responsibilities:
- Identify risks, dependencies, and impediments, leading the team and business in finding a solution, coordinating with other Teams and Stakeholders, and actively escalating when needed to ensure resolution.
- Support the Product Owner in ensuring right-sized story writing, aligning priorities, and planning sprint iterations
- Work with the team and Product Owner to hold back log refinement sessions and ensure upcoming work is aligned with the project’s measurable outcomes
- Coach team members on Agile methods and technical practices.
- Track and manage risks and issues of the delivery team.
- Track and report on status of all team members and the delivery.
- Facilitating/Running key agile ceremonies, such as daily stand-ups, demos, sprint planning, backlog refinement and retrospectives.
- Coordinate the flow of work through the team using visualization boards and delivery data, holding planning/replenishment sessions as needed.
- Take an active role in the Agile community of practice, being a source of agile knowledge and experience.
Project Manager Churn Management
Vodafone
02.2021 - 07.2022
- Responsibilities:
- Part of business strategy to recommend an optimal process approach.
- Part of Squads: working in AGILE Program.
- Consistent view related cross channel processes (from customer perspective): Point of contact for COPS, Activation, Product managers, E2E; overview on processes from identifying customer needs to services activation and post implementation feedback.
- Sustain COPS KPIs through procedures, analysis & implement improvements: monthly updates on COPS adjustments and taking actions to reduce them.
- Stakeholder management for each initiative- ex: involve Managers to create new procedures.
- Support for specialists’ team (solve, analyze, inform, address) ex: specialists addressed an issue regarding delay from couriers in pickup the devices for service from the customer- meetings with stakeholder to review flow and propose changes.
Advisor, Churn Management
Vodafone
04.2019 - 01.2020
- Responsibilities:
- Management of internal mailboxes.
- Member of Process Transformation Squads: working in AGILE Program.
- Involvement in solving atypical requests from external customers, to avoid deviations from departmental parameters.
- Interactions with all departments involved in solving customer requests.
- Addressing incorrect situations to management team, (unresolved requests, unclear, incomplete way of working).
Team Leader (Supervisor) Retention Consumer Market
Vodafone
09.2015 - 04.2019
- Responsibilities:
- Achieving the team’s/department’s monthly/quarterly/ annually performance goals, coordinating a team of approximately 15 direct reports, which deal with customers who want to end their subscriptions.
- Recruiting and integration of new members to the team.
- Training on the job.
- Performance Management of the team.
- Planning, organizing, and controlling of the team with high focus on customers’ experience and productivity.
- Ensuring that all staff has established objectives in place and review their performance.
- Reward and recognition.
- First point of escalation for internal and external customers.
- Professional development of team members, with focus on motivation.
- Participate in the process of implementing, managing, and improving projects, to increase the quality of service provided by the Call Center.
Consumer Loyalty Specialist
Vodafone
09.2015 - 08.2006
- Responsibilities:
- Achieving the team’s/department’s monthly/quarterly/ annually performance goals.
- Communicating with customers and sales representatives.
- Analyzing customer behavior.
- Gathering information about customer complaints.
- Developing retention strategies based on customer feedback.
- Negotiating with customers to renew contracts and reduce the KPI churn.
- Meeting with the sales team to propose customer retention solutions.
- Resolve customer complaints and concerns by investigating problems; develop solutions and manage through to resolution.
- Handle customer cancellation requests via telephone, email, or action tracking and work to positively resolve issues.
- Develop strategies and recommendations to retain customers before cancellation based on working with inactive customers.
Education
Philology, Romanian English
University of Transylvania
01.2008
Skills
- Experienced with Microsoft Office applications
- Effective leadership
- Team development
- Performance assessment strategies
- Achievement-oriented
- Ability to maintain focus under stress
- Initiative-taking
- Responsive to new challenges
Websites
Certification
- Process Communication Model by Paul Olteanu.
- PSM I, PSM II by www.scrum.org
- Situational Leadership.
- Process Management by MarcoPolo.
Spoken Languages
Romanian: Native
English: Advanced
Timeline
Scrum Master
Vodafone
01.2024 - Current
Scrum Master
Vodafone
09.2022 - 01.2024
Project Manager Churn Management
Vodafone
02.2021 - 07.2022
Advisor, Churn Management
Vodafone
04.2019 - 01.2020
Team Leader (Supervisor) Retention Consumer Market
Vodafone
09.2015 - 04.2019
Consumer Loyalty Specialist
Vodafone
09.2015 - 08.2006
Philology, Romanian English
University of Transylvania
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