Whitney Craig Email & Phone Number

Mesa, Az, Us

Vancouver, Bc, Ca

To be continued....

Seattle, Wa, Us

Business Analyst in eCommerce, supported projects and service packs for Costco.com/Costco.ca for WCS and OMSCollaborate with business stakeholders/technical leads to optimize requirements for critical projects. Continuously evaluated current processes to seek improvement for greater effectiveness and efficiency. Defined business requirements needed to support multiple eCommerce initiatives: CCPA, Canada Grocery and Instacart, Mobile Citi Payment, Warehouse Inventory OnlineCreated user stories, refined user stories with team, supported UAT efforts, and prepared for and facilitated demo presentations to business stakeholders prior to releases monthly for projects and monthly service pack releases of site enhancements/fixes. Lead for WCS requirements for the Big & Bulky project which implemented In-Cart scheduling for large items (LTL) for US and Canada and an EDD (Earliest Delivery Date) for Canada which has changed the rate of growth from 8% YoY to 34% YoY for Canada. Implemented self service ability to Reschedule a delivery of LTL items using the website, reducing member contacts to the call center by up to 33% by implementing Order Rescheduling through Costco.comMoved to the Mobile team as a Product Owner for iOS and Android Mobile app for Costco (US/Canada) supporting 2 PODs (18 Dev/QA) as we implemented a new SAFe Agile framework starting in 2021. Additionally, assisted a 3rd POD of consultants for mobile work.Created a product backlog of features and user stories that is continuously refined and prioritized to deliver highest value to the customer. Facilitated Program Increment planning events every 10 weeks, organized and prioritized the mobile team backlog, participated in ceremonies for Sprint Planning, Daily Stand up, Grooming/Refinement, Bug Triage, Retrospective, Sprint Demo, and value stream/Portfolio sync meetings.Worked with Prd Mgmt, Solution Architect, and IT leadership to support rapid changes in priority with minimal notice and directive.

Monett, Missouri, Us

• Worked on projects as a business analyst that support the Powerlink Main Frame, Powerlink Online, and reporting systems for projects that deal with credit/debit card payment processing solutions.• Supported the Spring and Fall Mandates projects for Visa and MasterCard bi-yearly mandates. Documented requirements, tracked mandate changes/impacts, worked cross functionally with project sponsors, program managers, project managers, quality assurance analysts, and programmers on time in order to stay in compliance. Notifying customers and staff of changes implemented. • Mentored new employees from entry to Sr. level business analysts on BA process and procedure. Regularly performed peer reviews, gave constructive feedback, and instilled a sense of urgency and attention to detail. • Creating procedures as needed and assisted into document creation (Business Requirements BRD and Functional Requirements FRD) for a new effort to revamp the SDLC processes, procedures, and templates.

Monett, Missouri, Us

Contract Role with TekSystems. Converted to an employee as a Sr. Technical Business Analyst.See Senior Technical Business Analyst position for details.

Bellevue, Wa, Us

• Lead Business Analyst for three new Fixed Indexed Annuity Retirement products (“Edge Plus”, “Edge Premier”, and a “Chase Edge” product) within a shortened launch time of 4 months. • Facilitated UAT efforts to thoroughly test new product projects with impacts in multiple systems. Ensured the end to end process had all data points working without errors from contract creation via manual entry or online entered, to work order requests, to verification that transactions flow downstream to all applicable systems such as accounting and call center system Dynamics. • Worked with cross functional teams to obtain their requirements for various systems and testing needs. Groups include: IT, QA, Project Management, Operations, Call Center, Actuary, Accounting, New Business, Electronic Order Entry, Contracts, Agency, Reporting, Compliance, and Product teams.• Forms Testing - Verified applicable forms were generating based on new distributor launches and new products for applicable states and scenarios for the electronic online entry (EOE) systems. • Mentored lower level Business Analysts on the project process using another new product “Edge GPS Plus”. Taught how to provide high level estimates, create business requirements, conduct peer reviews, create test plans & test cases, obtain system access for testers, participate in region set up, facilitate UAT, and request UAT sign off for project work. • Worked to create a process guide to support consistent treatment on repeatable processes including a test case library for similar test cases and steps to add a new distributor, new product, or new product to existing distributor.

• Primary Analyst for support of IVR application. Responsible for creating requirements, testing, release support, and post production support. Worked with Vendor to report issues and communicated to impacted teams changes and fixes to system. • Supported implementation for multiple enhancement requests for call center’s agent facing Salesforce. Worked with Project Management and Vendor support for development and release scheduling. Provided requirements, supported testing, and release support. Communicated changes to the member experience, call center, and systems teams impacted. • Outbound Dialer -- Responsible for production support and maintenance of an Outbound Dialer for Payment Reminders. Triaged any issues with the vendor and communicated to appropriate team’s status and resolution. • Created and maintained wiki documentation in Fogbugz for existing processes for IVR, Salesforce, onboarding, and release documentation. • Created set of IVR regression test cases for both English and Spanish scenarios. Created baseline documentation for current IVR functionality including verbiage library, detailed call flows, and process flow for the English and Spanish IVR.• Compiled and distributed daily/weekly report for call center information to compile call center KPIs (Key Performance Indicators), active user information, and Social KPIs.

Worked on Functional Specifications for Agreements capability for the Microsoft Volume Licensing systems.(SubContract with Accenture)

Mountlake Terrace, Washington, Us

• Primary analyst for all of Sales for the Siebel Sales System and back up for Operations Analyst. Researched, prioritized, and wrote requirements for issues scoped for subsequent deployments of the Sales System. Facilitated Bi-weekly meetings for Super Users of the system to: address release status, production issues, issues filed, etc. • Supported Go-Live efforts to launch the Deployment 2 of the Siebel application as well as post- production support to ensure the system meets the business needs. • On-Call BA rotation for several releases. Facilitated UAT daily status calls, triaged defects filed, completed test plans and detailed test scripts for UAT and Production Certification. Identified participants and lead production certification efforts for release weekend to ensure the implementation was a success. Communicated the success to IT, business users, and leadership. • Supported scope items for 11+ releases as far as analysis, requirements documentation/approval, design, testing, and implementation.• Documented existing processes for multiple business units for Small Group and Association accounts in anticipation of bringing them onto the new Siebel Sales System. Assisted with analysis to complete requirements to support the move for a 2013 effort.

Seattle, Wa, Us

Voice Solutions Team Maintained toll free number inventory and support documentation for multiple lines of business. Acted as liaison between business operations and IT to ensure a prompt resolution for issues in the production environment.Submitted and monitored requests for all call routing changes which included performing quality testing, completing release documentation, and customer follow up for completed work.Created queue playlists for v1 of ICRS project.Documented and performed 117 unique test scripts for 22 Toll Free Numbers v1 ICRS.

Bellevue, Wa, Us

Partnered with key EIT (Enterprise Information Technology) and Business groups to define business and functional requirements and core system capabilities that strategically drive efficiencies for call routing projects on an IVR that routes 40 million calls per month. Provided technical expertise to help identify models and strategies for efficient and cost effective call routing solutions.Traced business requirements to functional requirements and translated them into Functional Specifications which included use cases, call routing flows, traceability matrix, and proprietary team documentation changes. Assisted with Test Case and Test Plan creation. Developed common documentation templates for a consistent feel for projects and created a Governance tracking form for tracking intake requests for incoming projects with an ICM and/or Avaya impact.Documented impacts for a cleanup effort for a legacy system to remove existing routing resulting in reduced cost to maintain 11 skills and increased customer satisfaction with lower hold times. Lead Analyst role for several major Enterprise projects including: 1) Create a new process to on-boarding new vendors for collections calls. 2) Specialized call routing for new handset launch. 3) Supporting highly confidential new pricing model.4) Created solution for routing business calls.

New York, Ny, Us

Call Center Technology Group 2005 - 2009 Analyzed projects in the project pipeline and created technical assessment to document the impact to the existing Siebel CRM application, possible solutions, level of effort, and cost estimates for Siebel teams. Facilitated Joint Application Development (JAD) sessions with different business and technical teams to define/refine the requirements and created solutions to streamline the business process. Developed detailed functional specification documents based on system requirements to meet business needs, development constraints, traceability back to business requirements, and time constraints within our complex integrated environment.Created process flows, use cases, screen navigation, screen mock ups, and data maps for use by development, testing, and training resources in the implementation of the business system solution. Significantly reduced the average handle time of contact center agents, resulting in a $2M annual cost savings, by initiating and executing a $45M program that consolidated multiple business applications.Redesigned, consolidated and mapped business processes, performed gap analysis, and refined requirements for the Siebel 7 application to support essential customer and account maintenance functions. Lead a team of 3 analysts for debit card maintenance redesign efforts. Improved customer satisfaction by facilitating "first call resolution" for 90% of customer service contacts out of more than 400 million calls per year.Managed multiple technology groups to coordinate schedules and documentation deliverables for ad-hoc release additions.

Enterprise Contact Center 2003 - 2005 Participated in all stages of projects, including requirements documentation, User Acceptance Testing, and post deployment support, related to the banker's front end CRM platform (Siebel).Examined business needs and processes, analyzed and documented business requirements.Provided business input into functional and design specifications, validated UAT results, provided functional input into ECC Communications, and supported quarterly release implementation efforts.Provided post-production support and worked with technical teams to resolve issues in a timely manner utilizing bug tracking software. Managed the creation of 200+ as-is process flows to identify areas of improvement for new system upgrade resulting in time savings when gaps were covered. Created and managed enhancement list and process flow library

Assisted internal and external customers on issues related to account policy and procedure regarding Online Banking inquiries, Debit Card maintenance, and Loss Management. Reached maximum goal of 107.13% of KPI's (Key Performance Indicators) for first quarter of 2003 and achieved Frontline recognition 6 times from 2000 - 2004.

Ba Business Administration, Finance Concentration

Associates, General Associates Degree