Sandra Pearce

1712 Carrington Drive

Raleigh, North Carolina 27615

Home (919) 846-5402 / Cellular (919) 368-3201

Objective

Manage and support internal direction and exceed external customer expectations by utilizing my vast experience in Team Management, Implementation, Project Matrix Management, Data Analysis, ISO Documentation, Process Auditing, Quality Assurance, Recognition, and Promotions.

Experience

Worldcom (MCI) Communications Corporation,

Cary, North Carolina May 1992 - March 2001

Manager, Project Management Organization (1 year)

• Program Management Office - Program Manager for Business Management/Implementation/Special Projects

• Manage vendors associated with the USPS program in an effort to ensure their performance meets or exceeds the USPS contractual agreement, and identify areas of concern and propose recommendations to upper management as needed. (Cisco Infrastructure, Dyn Corp, Concert Technologies, and Gilat (Spacenet).
  

• Prioritize Database Requirements received from the Business Office, USPS Network Operations Center/Engineering and PMO to determine priority. Interface with Development groups to engage a level of effort and verify user acceptance testing before final acceptance.
  
• Maintain ISO documentation, process evaluation, and interface with internal auditor to ensure ISO compliance.
  
• Manage training and development of training plans for USPS project.
  
• Coordinate the Project Management budget, Reporting and Analysis and Postal security authorizations.

Performance Management Lead (1.5 years)

• Managed Reporting Specialists to ensure each report produced met or exceeded USPS contractual agreement, ensured data integrity, and identified areas for improvement.
  

• As PMO Project Liaison promoted communications between USPS Network Operations Center and the Program Management Organization to ensure accurate and timely implementations
  
• Developed and mapped processes for all reporting functions to meet ISO compliance.
  
• Improved engineer performance through analysis of key performance indicators such as MTTR and agent ACD statistics.
  
• Interfaced directly with the customer, Sr. Management, and Director to ensure requirements for report modification and development were received and produced.

Quality Assurance Lead (1.5 years)

• Managed 8 Quality Specialists (exempt personnel) to enhance performance and provide managerial support.

• Relentlessly pursued and obtained an Automated Quality Monitoring Solution, inclusive of a new reporting/form package.
  

• Managed program to ensure measurable positive impact on MCI customers and/or operations.
  
• Trained representatives and management on proper usage of QMS and Witness and provided information to maximize usage. Maintained Q-System ensuring 99.9% availability for users.
  
• Supported management and representatives by ensuring they had the tools and direction they needed to optimize their performance.
  
• Monitored management and representative performance against established goals and objectives and alerted Sr. Management to any gaps in performance on a real-time basis.
  
• Developed Performance and Quality Program procedures and process documentation for ISO certification.
  
• Developed and maintained Quality Recognition Program.

Skills Assessment Lead (1.5 years)

• Measured individual performance and created programs to foster improvement of their performance.
  

• Partnered with management to drive representative/engineer performance standards to exceed.
  
• Determined employee skill deficiencies and improved employee skills through coaching, teaching and providing information sources.
  
• Drove technical training to meet Service Level Agreement for GTSS.

Technical Service Specialist I,II,III (3.0 years)

Managed service issues for MCI’s reseller and dedicated customer liaison for national business customers including Bear Stearns, Chrysler, GTE, NASDAQ, Merrill Lynch, NationsBanc and First Union.

Durham Life Broadcasting – Office Manager

Raleigh, North Carolina January, 1987 - April, 1992

Office Management, FCC Document Controller, Management Support and Promotions for WPTF/WQDR

Education

Hardbarger College of Business East Carolina University

Raleigh, North Carolina Greenville, North Carolina

A.S. Computer Science Attended 1980-1983

A.S. Business Management

Graduated June 1985

Software and Operating Environments

Microsoft Word/Excel/Power Point (95/97 versions) Traffic View MNS

Access 7.0 / 2000 beta WS FTP

OS/2 SADB

Windows 95/97 Visio32 Flow Charting

Windows NT Stamps

SQL Server 6.0/6.5 Remedy

Corporate Training

Principles of Positive Leadership, Partners for Employee Satisfactions for Management, Superior Service Skills for Management, Project Management, Fundamentals of Telecommunications, Seven Habits of Highly Effective People, CFM Awareness, Superior Service Skills, Coaching Superior Service Skills, and Write to the Top.

Reference *Additional references provided as requested

Denise L. Cox, Sr. Manager USPS Program (Worldcom) 919-572-3673 (office)

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