Customer Service Quality Assurance

Sara Mills-Parry

Home Phone: 770-***-****

Email: **************@*******.***

Career Highlights

V.P. IT Governance

VP Global Operations Process & Portfolio Account Management

V.P. Business Operations, Service Delivery, Customer Support & Level II Technical Support

V.P. & A.V.P. Quality

V.P. Project Management Office

IT Service Strategy, Effectiveness & Delivery Committee Chairman

IT Assessment & Transformation

IT CSE Sales Support

Global IT Partner & Contract Management

Profit Enhancement and Revenue Consultant

Process Re-engineering Consultant

Managerial Skills

Visionary, Champion of Change

Leadership, Thought Leadership & Team Building

Executive Dashboard Creation & Mgmt

Organizational Planning and Structuring

Balance Business/Technology Issues and Priorities

Global Leverage of Best Practices (Project, Program, Process)

Full P&L Responsibility, Budgeting, Demand Planning & Resource Planning

Portfolio Management, Project/Product Forecasting and Planning

Business to Business to Customer Sales & Product Management (B2B, B2B2C)

Customer Interfacing Internal & External (Technology, Sales, Professional Services, Vendors,

Outsourced GDC Vendor Manager 300+ Employees (SLA, KPI)

Supplier/Vendor Contract Negotiations, Oversight & Approvals

Sales Engineering

Service Delivery & Service Availability

Root Cause Analysis/Corrective/Preventative Action

Solution Provider, Systems Analysis, Design Specification, Business Analysis & Requirements Development

Business Systems Analysis

Network Consulting

Manufacturing & Operations

Identifying Operational/Process/Quality Issues & Risks for Risk Assessment & Mitigation

Monitoring Efficiency, Performance, Quality

Quality & Service Level Metrics Reports

Process Documentation & Test Methodology

Corporate Witness for Legal Department

Motivation, Mentoring, Recruiting, Retaining Talent

Industry Certifications

CMMi

Six Sigma, LEAN

PMI PMP

IBM Certified Specialist - Unified Process RUP, ClearCase, RequistePro, Robot, TestManager

CQI - Certified Quality Improvement Engineer

CRE - Certified Reliability Engineer

MSQA - Master of Science Quality Assurance

CQM - Certified Software Quality Manager

CQE - Certified Software Quality Engineer

CQA - Certified Software Quality Analyst

CTE - Certified Software Test Engineer

Mercury WinRunner, LoadRunner Test Engineer

Methodologies & Frameworks

CMMi (Capability Maturity Model Integration)

ISO (International Standards Organization)

Six Sigma (Data Driven Measurement Based Strategy)

COBIT (Control Objectives Technology)

ITIL - IT Infrastructure Library

PMI (Project Management Institute)

PMBOK (Project Management Body of Knowledge)

P2MM Prince2 (Project Management Maturity Model)

P3M3 (Portfolio, Program, Project Management)

SOX (Sarbanes Oxley)

SAS70 (Statement on Auditing Standards)

AGILE (Iterative Sprints)

RUP (IBM Rational Unified Process)

Toolsets & Software Tools

SAIR - Service Availability Incident Repository

OMR - Organizational Measurement Repository

DMR - Document Management Repository

SVMR - Software Version Management Repository

CEM - Cost Estimating Model

AR / PR - Architecture & Product Roadmaps

AIMR - Asset Inventory Management Repository

AFMR - Asset Feature Management Repository

HP - Project & Portfolio Management Center

QC - Quality Center

Awards & Achievements

Author - Quality Job # 1

Industry Resource - ABA Electronic Banking Toolbox

Document Sciences – Outstanding Leadership Award

Equifax - Chairman’s Award

Experience

Equifax, Atlanta, GA 05/05-Current

V.P. IT Governance / V.P. Global Operations Process & Portfolio Program Management / V.P. Quality / V.P.

Customer Service Business Operations & Service Delivery

Responsibilities include strategic alignment for IT lifecycle best practices for program and portfolio solution

management. Areas of expertise include strategic and operational planning, performance benchmarking, design,

solution management, business partner liaison, stakeholder prioritization, demand planning, quality, execution,

monitoring, metrics reporting, product strategy, product development, asset management, responsibility and

accountability, continued process improvement.

Prior roles included responsibility for IT service management, change management, operational management, quality

and service delivery for the Global Internet Solutions and US North American Core platforms (US, UK, Canada, Latin

America, Spain, Portugal, Russia) in support of the financial management of consumer credit data, protection against

identity theft, fraud and data breaches.

Document Sciences Corporation, San Diego, CA 05/02- 05/05

V.P. Quality Assurance / V.P. Project Management Office

Responsible for end-to-end customer service, test, release and project management of xPression software which enables

users to quickly translate organizational processes into software business rule logic by utilizing a comprehensive set of

components for document design, assembly, composition, output processing and delivery that are organized in a

layered architecture design.

IBM, Jacksonville, FL 11/00-05/02

Director Software Quality Assurance & Hardware Manufacturing

Responsible for quality systems designs including test and release of IBM Self Checkout retail consumer systems

designed to provide faster checkout and exceptional customer service in retail markets. Products included software,

hardware, firmware, point of sale, mobile terminal and hand held devices.

NCR Corporation, Lake Mary, FL 02/99-11/00

Director Quality Assurance Software & Hardware Manufacturing

Responsible for management of test and release of hardware/software travel industry products. Software solutions

were designed to help businesses capture more revenue, expand distribution channels and enhance customer service.

Products included airline self-check-in, hotel self-check-in/check-out, quick-serve restaurant pre-order and self-service

event ticketing. Channels included kiosks, Web, PDAs, cell phones and telephone (natural speech recognition).

Computer Science Corporation, Winter Park, FL 11/95-02/99

Quality Assurance Manager

Responsible for test and release of financial services software designed to help companies

improve customer relations, operational effectiveness, profitability, product innovation,

distribution/delivery channel growth and enterprise information management. Market

sectors included banking, consumer finance, investment management, securities and

insurance.

Dynamic Healthcare Technologies, Maitland, FL 02/94-11/95

Quality Assurance Engineer / Network Technician

Responsible for building test lab from the ground up and instituting quality assurance

testing for electronic medical records healthcare software to ensure efficient patient care while

maintaining complete patient record privacy and compliance with HIPPA. Technology included fingerprint

recognition and digital voice recording.

Brintech, New Smyrna Beach, FL 02/91-02/94

Senior Technology Consultant / Trainer / Industry Resource Author

Responsible for recommended changes and implementation for organizational alignment,

workflows, policies and procedures designed to maximize profitability and improve the

bottom line. Focus on shareholder value through the efficient use of technology, gains in

productivity, expense reductions, revenue enhancements, as well as dramatic

improvements in customer service quality.

Alltel Information Systems, Maitland, FL 01/90-02/91

General Ledger / Loan / Deposit Conversion Specialist

Onsite manager for core banking software implementation and project conversions.

Worked directly with senior bank officers and operations personnel to conduct data

analysis reviews and develop software specifications for general ledger, deposit and loan

account (consumer, commercial, student and mortgage).

Education

University of Florida, Gainesville, FL 08/82-12/86

B.A. Bachelor of Arts - English

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