Shaun Sitterley Email & Phone Number

Titusville, Pa, Us

Troy, Michigan

• Led requirements discovery sessions with project stakeholders, defined and prioritized tasks/enhancements and developed implementation plans with multiple sprints/milestones to show/track progress. • Evaluated existing IVR configuration and redesigned it to integrate with our loan servicing system which resulted in reduced talk time, reduced number of agent assisted calls and improved call routing.• Modified IVR scripts to add new features, resolve reporting discrepancies and improve code reusability.• Trained and supported end-users using InContact Call Center.

Titusville Pa

• Within 6 months, placed in charge of one of the company’s largest customer-facing digital transformations of 2016.• Analyzed business processes\applications, identified areas for improvement, defined and presented solutions to management\executives and implemented selected items. • Acted as liaison between cross-functional teams on a multitude of process and application improvements. • Designed flowcharts, mockups, database diagrams and various other visual tools to aid in presenting and implementing complex systems to project stakeholders, development teams and process owners. • Revamped application management processes to meet business defined SLA’s, increase productivity and provide stakeholder visibility.• Developed an application to efficiently load, index and track loan level documents saving the company more than $250,000 in its first year.

Titusville, Pennsylvania

• Assisted employees with a wide variety of technological skills and understanding.