Todd Roberson

Experience

• 

  XO Communications

  Feb 2000 - Mar 2003

  • Managed a team of 8 representatives who were responsible for placing move of service orders, add orders, change of service orders, directory listing and data orders for the South region• The team was judged on metrics that are set daily, weekly and monthly according to increases in call/order volume• Managed Mustang, the order entry system, handle all order escalations for Field Care, Outbound and Inbound customer care• Other duties consisted of weekly one on ones, month end reviews, year-end reviews, attendance/payroll, coaching/monitoring and motivating reps to meet and exceed the goals that were set Show less • Created, beta tested and managed TRT-Trouble Resolution Team. This team consisted of 10 representatives responsible for making proactive outbound calls to customers who had trouble tickets opened with Network Support/Services• Goals were set on average outbound calls per hour; tickets worked, and call to customer vs. Network Support, call handle time and correct code usage on the ACD• Other duties consisted of weekly one on ones, month and year end reviews, attendance/payroll and• coaching/monitoring and motivating reps to meet and exceed the goals that were set Show less

  • Order Entry Supervisor

    Feb 2002 - Mar 2003

  • Trouble Resolution Team Supervisor

    Oct 2000 - Feb 2002

  • Customer Care Representative/TRT Representative

    Feb 2000 - Oct 2000
• 

  XO Communications

  Sept 2003 - now

  • Project manages medium to large sized initiatives, projects and programs• May oversee cross-functional teams to desired end-state• Plans and coordinates activities of projects/programs to ensure that project/program goals are accomplished within the prescribed time frame and parameters• Manages established project plan, taking into consideration deadlines, resources, costs and timing when making changes and decisions when planning and organizing ongoing tasks and responsibilities• Ensures that project requirements are identified, met and delivered to the appropriate areas• Develops extensive documentation, which may include business requirements, reporting and work order requests• Held accountable for results of timely implementation, communication, and on-going support of assigned projects and programs• Acts as a spokesperson for the project or program, including answering questions, disseminating information and handling inquiries• Communicates broad project information to a wide variety of individuals and groups at all levels of the organization• Interacts with management and cross-functional teams to develop, implement and provide regular updates for activities and initiatives involved in the project or program plan• Responsible for the project/program lifecycle which includes prioritization of change requests, developing business requirements, creating test plans, end user communications and successful implementations• Manages all additions, changes and modifications to the project plan, to include budget, timeline and resource changes• Maps out existing and or current process flows and compares them to proposed process improvements, identifying areas of process improvement• Performs system and business analysis to effectively work with other business units to determine roadmap, timeline, activities schedules, budget, scope and priorities Show less • Performed project management, circuit design and provisioning functions for projects to ensure completion• Detailed research of engineering databases such as Eastland, Telecom Business Solutions, XTools, Singleview, Siebel, NetAnalyst in coordination with LEC bills to identify cost savings opportunities• Created entire project scope and formatted onto an excel spreadsheet for submission to Incumbent Local Exchange Carriers.• Processed Orders to Incumbent Local Exchange Carrier’s through various systems• Coordinated projects and disconnect orders with the ILEC’s Show less • Managed a team of 6-12 Project Managers that were responsible for communicating and working through installs with new and existing customers throughout Memphis, Nashville, Atlanta, Miami, Tampa, Orlando, Fort Lauderdale, Jacksonville and Tallahassee• Duties included maintaining productivity, setting goals, coaching staff, speaking with escalated customers, working with other internal departments nationwide and team load balancing• Other responsibilities included internal and external customer relations from sales through install technicians Show less

  • Network Optimization Planning III

    Sept 2015 - now

  • Network Optimization Analyst III

    Mar 2005 - Sept 2015

  • Service Delivery Team Lead

    Sept 2003 - Mar 2005
• 

  Verizon

  Feb 2020 - now

  Senior Manager

  Results-driven professional with extensive experience in network management, team leadership, and vendor relations. Proven track record in optimizing processes, managing large teams, and achieving cost savings through strategic planning and execution. Skilled in vendor negotiation, process improvement, and effective communication with upper management.