Leah Krafchak
Depew,NY
Summary
Talented Product Management Associate with demonstrated record of success in business analytics, project management and process improvements. Successful at overseeing all stages of initiatives, building positive relationships and promoting products with innovative and forward-thinking approaches. Well-versed in analysis, requirements, customer success, and capitalizing on opportunities.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Product Management Associate
GEICO
Getzville, NY
11.2023 - Current
- Conducted market research and analysis to identify customer needs and preferences.
- Collaborated with cross-functional teams to ensure successful product introduction.
- Managed product life cycle from concept to end of life.
- Coordinated the development of product requirements documents and specifications.
- Identified potential risks associated with new product launches or changes to existing products.
- Led stakeholder meetings to discuss current projects, issues, and progress updates.
- Drafted press releases announcing new products or features.
- Worked closely with engineering teams throughout the development process.
- Delivered marketing strategy updates to upper-level management.
- Planned and facilitated meetings to share marketing plans and explain future business goals.
Senior Business Analyst
GEICO
Getzville, NY
10.2018 - 11.2023
- Developed business process models to identify and document customer requirements.
- Analyzed existing systems and processes, identified gaps and recommended improvements.
- Performed root cause analysis to determine underlying issues in complex problems.
- Prepared cost and benefit analyses to support decision-making regarding potential solutions.
- Documented test cases for validating system functionality against user requirements.
- Designed use case scenarios to demonstrate how users interact with the system or application.
- Developed detailed project plans outlining tasks, deadlines and resources needed for successful implementation of projects.
- Conducted gap analysis between current state processes and desired future state processes.
- Collaborated with IT teams on the development of applications based on business requirements.
- Monitored project progress using metrics such as timeline, budget, resources utilization.
- Gathered performance metrics from different sources including surveys, focus groups.
- Translated business objectives into measurable success criteria that could be tracked over time.
- Managed projects and served as primary liaison between multiple internal groups to clarify goals and meet standards and deadlines.
- Pinpointed inefficiencies in business processes and recommended improved policies.
- Performed statistical data analysis to inform customer groups.
Performance Monitoring Analyst
GEICO
Getzville, NY
01.2018 - 11.2018
- Created reports, presentations, and other documentation for management regarding results.
- Created presentations and training documents for associates.
- Provided recommendations based on performance results.
- Identified opportunities for process improvements across the department.
- Maintained accurate records of all data collected during analysis reviews.
- Assisted in training staff on how to improve results and performance.
- Updated and maintained SharePoint dedicated to results and performance.
Customer Service Associate
GEICO
Getzville, NY
07.2012 - 12.2017
- Resolved customer inquiries in a timely manner.
- Demonstrated active listening skills when responding to customer questions and complaints.
- Suggested product solutions based on individual customer needs.
- Answered phone calls from customers promptly and courteously.
- Provided accurate quotes for requested products or services.
- Maintained knowledge of current procedures, processes and products changes.
- Offered suggestions to improve processes related to customer service activities.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Consulted with customers regarding needs and addressed concerns.
Education
Bachelor of Science - Art Education
SUNY Buffalo State
Buffalo, NY06-2012
Skills
- Product Lifecycle Management
- Data-Driven Decision-Making
- Stakeholder Communication
- Business Analysis
- Collaboration
- Strategic Thinking
- Sprint Planning
- Stakeholder Management
- Competitive Analysis
- Design Thinking
- Requirements Gathering
- Strategic Planning and Alignment
- Microsoft SharePoint
- Project Management
- AGILE Methodology
- Lean Six Sigma Methodology
- Customer Relationship Management (CRM)
- Root Cause Analysis
- Creative and Innovative
- Corporate Communications
- Customer Retention Strategies
- Microsoft Office
Certification
- Lean Six Sigma Certified Green Belt
Accomplishments
- Sigma Stations Certified
- COLORS Course Completion
- Survey Society Inductee 2018
- Top Agent (2012-2014, 2016-2018)
- Associate of the Month 2018
- Service Platinum Award 2017
- Chairman's Club Recipient - Gold Tier 2013-2017
Affiliations
- Plant enthusiast
- Gardener
- Avid reader
- Craft hobbyist
References
References available upon request.
Timeline
Product Management Associate
GEICO
11.2023 - Current
Senior Business Analyst
GEICO
10.2018 - 11.2023
Performance Monitoring Analyst
GEICO
01.2018 - 11.2018
Customer Service Associate
GEICO
07.2012 - 12.2017
Bachelor of Science - Art Education
SUNY Buffalo State