SANDRA J STUART 5102 Bianca Way Livermore CA 94550-2376 Home (925) 373-7327 Sandystu1@home.com QUALIFIED BY: Over twenty five successful years in result-oriented customer service and management experience including: - Vendor Management - Contract Negotiation - Pricing Strategies and Implementation - Technical Training - Forecasting - Project Management - Database/Application Support & Troubleshooting - Product Management PROFESSIONAL EXPERIENCE: 1/99 to Present Aspect Communications Senior Application Consultant · Second/Third level Engineering support of custom solutions and applications developed by Aspect consultants and Engineering (DataWarehouse, reporting tools, WFM, CRM etc) · Troubleshooting VB, VBA, Crystal, SQL code · Oracle Database troubleshooting, modifications, DBA functions · Custom Software Installation and Training · Project Management issues & resolution tracking · Provided Creation/technical specs/direction/ approval for Statement of Work of projects · Extensive customer interaction at all customer levels, end user thru Executive levels · 90% of Customer interaction with Fortune 500 Companies 5/97 to 1/99 Aspect Communications Customer Operations Analyst · Provided Technical Support on Real Time and Database Software Applications for Fortune 500 customers, field personnel (Engineers, Project Managers, Application Consultants) and distributors in a CallCenter Environment · Application testing. Documented procedures and results for escalation to Product Support (bug fix’s and enhancements for Beta and General Release software) · Training of new System Analysts on Aspect Application’s and Clarify Database · Experienced in PC/Window (95 and NT 4.0) and UNIX Operating Systems · Experienced in Oracle, Informix, SQL and Access Databases , Aspect ACD Call Centers · Designed and created custom solutions for the purpose of monitoring Real Time Data and Database Reporting Purposes 5/95 to 5/97 Octel Communications Response Center Engineer - Lead - Supervised 10 employees - Orchestrated all scheduling (vacation, overtime, training, shift schedules, etc.) - Generated and monitored statistical reporting of Automatic Call Distributor - Initiated and coordinated local services in support of Premium Service Option with emphasis on minimum response time and project management - Responsible for managerial resolution of service issues for both internal and external customer’s of National Call Center - Participated in routine call monitoring and coaching for both technical and Quality Service Process enhancement - Designed processes and trained Service Center members on project management of newly implemented services - Provided back-up for Application and Design implementation - Certified System Manager of the Aspect Automatic Call Distributor 4/94 to 5/95 San Ramon Valley Unified School District Administration – Principal Secretary / Greenbrook Elementary School - Supervised office staff of three - Responsible for all areas of administration of school - Created schedules and files for incoming and transfer enrollment of students - Worked closely with Principal in support of task teams for District Office reports and presentations - Worked closely with various team leaders of both the community and School District in support of DARE and various other community projects - Balanced school budget for all accounts 11/89 to 4/94 VOICEPRO Contract Manager, Marketing (7/91 to 4/94) - Negotiated National sub-contracts for Installation and Maintenance of Voice Mail and PBX systems - Negotiated local contracts for both new and ongoing maintenance support agreements - Generated reports for budget monitoring and contract pricing - Ensured contract database integrity - Responsible for commission processing of Sales force - Audited and approved sales packages for system implementation - Monitored financial progress for installation and implementation of sales packages Customer Support Consultant (11/89 to 7/91) Technical Assistance Center - Provided customer support for install base of Voice Mail and PBX systems - Troubleshooting of calls from receipt to resolution - Implemented application changes to complex application design - Worked in concert with local PBX service providers as well as Central Office Engineers for problem resolution - Certified in VMX and SRX System Management and Advanced Engineering 2/76 to 4/80 Sperry Univac Information Systems Senior Payroll Clerk - Processed weekly payroll for employee base of 2,200 - Processed bonus and commission for sales group - Processed new hire and termination paperwork for payroll purposes - Verified Payroll, W-2, quarterly and year end reports References on Request