Karabo Samantha Mtshali
Johannesburg,South Africa
Summary
Dynamic and results-driven professional with extensive expertise in Agile and Scrum frameworks, adept at coaching and mentoring teams to achieve optimal performance. Demonstrates a servant leadership style, facilitating Scrum events and fostering continuous improvement through retrospectives. Proficient in Agile tools such as Jira, Confluence, Trello, and Miro, with a strong ability to resolve conflicts and adapt to changing priorities. Committed to enhancing team collaboration through effective user story creation and a deep understanding of Kanban principles.
Offering strong leadership and communication skills with knack for fostering collaboration and driving team success. Knowledgeable about Agile methodologies and project management principles, with background that emphasises problem-solving and adaptability. Ready to use and develop facilitation, conflict resolution, and team-building skills in scrum master role.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
Work history
Scrum Master
Exponant ICT(Vodacom SA)
Midrand, South Africa
01.2023 - 03.2026
- Achieved seamless project delivery by facilitating key scrum ceremonies.
- Drove team effectiveness by removing blockers and enhancing agile practices.
- Promoted transparency and communication, aligning delivery with business goals and stakeholder expectations.
- Enhanced team productivity by facilitating daily stand-up meetings.
- Assured quality standards with stringent code reviews and testing procedures.
- Evaluated project timelines and advised teams on best planning and estimating practices to achieve goals.
Junior Business Analyst
Exponant ICT(Vodacom SA)
Midrand, South Africa
01.2023 - 10.2023
- Gather and document requirements
- Analyse processes and identify improvements
- Support user stories, specifications, and testing (UAT)
- Assist with data analysis and reporting
- Collaborate with developers, QA, and product owners
- Maintain documentation and track project progress
Customer care representative
Merchants SA
JHb
11.2021 - 01.2023
- Receiving incoming calls and webchats from customers
- Resolving issues or concerns regarding product
- Developing strategies to retain customers
- Providing information to customers about a product
- Logging and handling customer queries and disputes
- Handled sensitive information confidentially to protect customer privacy rights.
Customer service representative
MTN SA
JHB
04.2019 - 10.2021
- Communicating with customers
- Collecting data about customer service trends
- Recording and responding to customer complaints
- Developing strategies to retain customers
- Measuring key performance metrics related retention efforts
- Developing and implementing employee training programs aimed at improving employee performance on the job
- Improved product knowledge to provide detailed information and recommendations to clients.
- Resolved client issues swiftly, maintained high customer satisfaction levels.
Market researcher
Opinion Solutions
Midrand, Gauteng
02.2017 - 11.2018
- Collaborated with multidisciplinary teams to streamline research processes.
- Presented key findings at national conferences to promote knowledge sharing.
- Conducted customer surveys for improved product development.
- Developed questionnaires for comprehensive consumer feedback.
- Facilitated focus group discussions, contributing to product improvement.
- Collected consumer demographics data with detailed survey administration.
Education
Matric - Commerce
Pace Commercial Secondary School
JHB 01.2014 - 12.2014
Business Administration - NQ4
Provantage Media Group
JHB 01.2016 - 12.2016
Short-term insurance - NQ5
Graduate Institute of Financial Sciences
JHB 01.2021 - 12.2021
Certificate of Higher Education - Agile Scrum Certificate
Udemy
JHB 12.2025 - 12.2025
Skills
- Agile & Scrum Framework Expertise
- Coaching & Mentoring Teams
- Conflict Resolution
- Agile Tools (Jira, Confluence, Trello, Miro)
- Servant leadership style
- Adaptability to changing priorities
- Scrum event facilitation
- User story creation
- Knowledge of Kanban principles
- Continuous Improvement & Retrospectives
LANGUAGE
South Sotho Upper Intermediate (B2)
Upper intermediate
Zulu Upper Intermediate (B2)
Upper intermediate
English
Fluent
Affiliations
- Reading e-books
- Cooking
References
References available upon request.
REFERENCES
- Robert, Legari, Senior Manager, robert.legari@mtn.com, 0832144868, MTN SA
- Mbali, Khumalo, Team Leader, mbali.khumalo@merchantscx.com, 0712698498, Merchants SA
- Rajan, Soobramoney, Product Owner Tobi VodaPay, rajan.soobramoney@vodacom.co.za, 0713545644, Vodacom SA
- Tanya Van Tonder, MD of Upinion Solutions, 082 497 8479
Timeline
Certificate of Higher Education - Agile Scrum Certificate
Udemy
12.2025 - 12.2025
Scrum Master
Exponant ICT(Vodacom SA)
01.2023 - 03.2026
Junior Business Analyst
Exponant ICT(Vodacom SA)
01.2023 - 10.2023
Customer care representative
Merchants SA
11.2021 - 01.2023
Short-term insurance - NQ5
Graduate Institute of Financial Sciences
01.2021 - 12.2021
Customer service representative
MTN SA
04.2019 - 10.2021
Market researcher
Opinion Solutions
02.2017 - 11.2018
Business Administration - NQ4
Provantage Media Group
01.2016 - 12.2016
Matric - Commerce
Pace Commercial Secondary School
01.2014 - 12.2014