Suzanne Sawyer Email and Phone Number

Order Management & Provider & Patient Training

Customer Service, Retention, & Portals

• Researched the industry landscape and emerging technologies that can contribute to the organization's vision to develop a roadmap that drives a best-in-class digital, self-service experience, encompassing customer interaction channels (web, chat, chatbot, SMS, email, IVR) and contact center capabilities (CRM, knowledge base, workforce optimization).• Compiled various inputs, such as voice of the customer and employee, market trends, and call data analysis, to form a recommendation and present findings in visually compelling ways that each department and levels of the organization can understand• Crafted and received approval for business cases which align to the goals and objectives of the customer experience strategy and are forecasted to achieve millions in cost avoidance benefits over 3 years, resulting from call reduction and operational efficiencies • Provided strategic oversight for delivery of approved programs, providing $10+M in total expense reduction benefits over three years • Managed relationships across vendor, technology and business partners to ensure seamless partnership towards improvement of the customer experience and efficiency within the contact center.• Guided the team to think holistically, considering the end-to-end customer journey, and aligning scope and design decisions to the strategy and vision for Mercer’s customer experience• Vetted scope changes throughout program delivery to ensure the value being delivered was maintained or exceeded

• Led large scale, multi-workstream programs, driving coordination across teams towards on time delivery, within budget, and to meet expected benefits • Created and facilitated program governance creating transparency around status, risks, and issues, and enabling appropriate escalation paths• Deployed change in the form of process, people, and technical enhancements to facilitate the deflection of call volume and thereby decreased contact center staffing need to meet annual CE budget• Drove negotiation and execution of multiple SOWs with vendor partners to deliver on program commitments • Facilitated necessary reviews, adjustments, and approvals across multiple compliance and information security teams at the Mercer and MMC levels • Managed change activities, including engaging stakeholders and ensuring operational readiness to facilitate successful change adoption

• Facilitated conversations with prospective users and business SMEs to understand and anticipate their needs and translate them into product requirements• Developed user stories and business acceptance criteria• Collaborated with primary stakeholders to continually prioritize backlog based on evolving needs and business value• Partnered with technology to host regular showcases• Created transparency through clear, consistent communication of product roadmap

• Defined and documented business process flows for the present and future state of the business• Documented requirements and specifications in a detailed and clear manner for multiple audiences • Resolved issues effectively to support strict deadlines, throughout development and testing• Prepared training materials and taught business training sessions on new applications

Identified business requirements and specified systems design for several projects including web site enhancement, voice response system, and infrastructure improvements.Consulted with business unit sponsors to develop business requirements and systems specificationsCollaborated with application programmers to design, develop, and implement these applications in a timely mannerCreated and maintained project plansManaged the relationships between various business groups, led walkthroughs of documents, and facilitated design sessions.Resolved issues effectively to support strict deadlines, throughout development and testingWrote business release notes for each project as it was released and worked with the remote services team to determine set up processes for client accessConcurrently resolved production problems as they arose, while steadily completing assigned tasks on time.Mentored junior staff

Lead business analyst on a software package installation project for a start-up retail organizationBusiness systems analyst contributing to the successful release of major enhancements to a large financial organization’s websiteQA Engineer for the Internet Technology Group of a major financial organization