Christina Whitfield
Berlin,NJ
Summary
Highly skilled Product Operations Analyst with over 15 years of experience in operational oversight, product analysis, regulatory compliance, and strategic planning. Results-oriented, decisive leader with proven success in implementing effective process improvements. Pragmatic and focused in dynamic and fluid environments.
Overview
19
19
years of professional experience
Work History
Digital Operations Analyst
MRS BPO, LLC
Cherry Hill, NJ
09.2020 - Current
- Subject Matter Expert for Digital Operations team's high risk digital products and processes
- Manage and support digital products by evaluating product performance, reporting, fulfillment and administration
- Assist Development team in researching complex process failures involving multiple clients to determine root causes and implement process improvements
- Direct vendors in the creation and modification of products to fulfill internal and external requirements
- Organize budget documentation to assist Executives in maintaining tight business controls
Business Management Consultant
Self Employed, Multiple Contracts
Berlin, NJ
04.2019 - Current
- Provide primary customer support by fielding customer questions regarding available merchandise, sales, current prices and upcoming company changes for each client
- Adapt sales techniques to specific clients to promote products based on individualized client needs
- Interact with vendors and contractors to update orders, direct activities and communicate instructions
- Troubleshoot and resolve operational issues for end-users
- Prepare monthly and quarterly financial reports to determine whether KPIs are being met
Senior Product Operations Analyst
Hibu/Yellowbook Inc.
King Of Prussia, PA
05.2017 - 03.2019
- Product Manager for Yellowbook.com: Executed daily ETLs, triaged escalated defects in CRM, oversaw releases, served as Subject Matter Expert for all technical and functional inquiries
- Extracted, compiled and analyzed sales and performance data from SQL Server databases and vendor reports to create Excel Pivot tables, charts and graphs for monthly Executive and Corporate reports
- Organized monthly budget documentation: Tracked costs, revenue, profit margins and retention rates for all Digital Product sales, including Website and SEO sales, to provide Executive leadership with KPIs
- Managed QA process for all digital products in pilot and in market
- Managed vendor relationships: Submitted Purchase Orders in SAP, processed monthly invoices and conducted ad hoc audits to assess quality, timeliness and compliance of deliveries
Business Systems Analyst
Hibu/Yellowbook Inc.
King Of Prussia, PA
10.2012 - 05.2017
- Spearheaded collaborative efforts between Project Managers and Developers to bring digital products to market
- Collaborated on all stages of application systems and digital products development lifecycle, from requirements gathering to production releases
- Wrote, edited and updated business requirements, product manuals and technical documentation used by Developers to build and update applications and Quality Assurance teams to create test cases
- Developed flowcharts and diagrams to describe and lay out logical operational steps
- Investigated and remediated Yellowbook.com website system issues to enhance usability and improve functionality
- Identified and tracked defects in JIRA and supported developers in resolving problems by completing tests in User Acceptance Testing (UAT) and live environments
PRIME Representative/Internet Helpline Analyst II
Hibu/Yellowbook Inc.
King Of Prussia, PA
04.2004 - 10.2012
- Provided onboarding solutions to operations issues for Salesforce order entry system, working closely via phone, email, live chat and web teleconference with end users
- Researched, resolved and responded to support requests through defect management system and patiently walked individuals using Go2Assist remote access through basic troubleshooting tasks
- Assisted customers in identifying root cause of issues and explained solutions to restore service and functionality
- Tested new product offerings prior to release to assist development team in bug identification
Education
Certificate in Computer Programming - Computer And Information Sciences
Computer Learning Center
Philadelphia, PA06.1998
Skills
- Operations Analysis
- Teamwork / Collaboration
- Business Operations
- Process Updates
- Product Management
- Vendor Relationship Management
- Software Testing Life Cycle (STLC)
- SQL, SAP, CRM, HTML, JIRA, YouTrack
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Digital Operations Analyst
MRS BPO, LLC
09.2020 - Current
Business Management Consultant
Self Employed, Multiple Contracts
04.2019 - Current
Senior Product Operations Analyst
Hibu/Yellowbook Inc.
05.2017 - 03.2019
Business Systems Analyst
Hibu/Yellowbook Inc.
10.2012 - 05.2017
PRIME Representative/Internet Helpline Analyst II
Hibu/Yellowbook Inc.
04.2004 - 10.2012
Certificate in Computer Programming - Computer And Information Sciences
Computer Learning Center
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