Christian Roberts
Columbia,TN
Summary
Experienced B2B specialist renowned for consistently surpassing client expectations in service and delivery. Adept account manager, strategic planner, and proficient problem-solver with an 8-year tenure in the telecom industry. Recognized for navigating organizational and operational transitions with expertise and reliability.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Project Manager
Vertafore
Pulaski, TN
12.2024 - Current
- Manager for all SDLC phases to bring new accounts into Vertafore's PL Rating product a comparative rating tool for top insurance carriers.
- Worked with as many as 18 carriers to manage internal revisions and custom coded solutions to sync with each carrier's own quoting tools.
- Coordinated developers, analysts and quality assurance teams to develop and deploy finished coding projects quickly.
- Performed routine and ad hoc software testing and analysis with both carriers and internal teams to develop and maintain agent accessibility to the tool.
Senior Service Delivery Manager
HCLTech (formerly Verizon)
Remote
05.2022 - 12.2024
- Managed telecom orders, incidents, and financials for a large Fortune 500 client.
- Led strategic business planning to align with organizational goals, growth targets, and market share strategies.
- Billing analyst for client expenditures exceeding $15 million annually across 25+ service categories with Verizon.
- Collaborated with cross-functional organizations, such as finance, IT, and product management teams, to enhance process efficiency and operational performance.
- Oversaw order management and escalated telecom circuit deliveries.
- Leading resource on legacy network decommissioning projects.
- Fostered strong relationships with stakeholders, aligning sales, technical teams, marketing, vendors, and customers.
- Successful partnership roles with demonstrated results to senior business executives
- Assisted with client IP change requests for the Verizon WAN and updates to Cisco switches, routers, and security equipment.
- Served as the lead contact for Verizon Telecom and Genesys Cloud Contact Center outages.
Project Manager, PMO
Verizon
Remote
06.2020 - 05.2022
- Managed telecom VOIP orders for several Fortune 500 companies, ensuring efficient process facilitation.
- Served as a project manager for client accounts, ensuring timely service delivery.
- Managed relationships with global cross-functional external partners and vendors, ensuring alignment with company objectives and customer needs.
- Fostered strong stakeholder relationships, optimizing shared services across the enterprise.
- Ensured timely communication with stakeholder engagement and incorporated feedback into the project.
- Conducted weekly client updates and calls, resolving ordering issues promptly.
- Streamlined Verizon resources to expedite delivery and revenue generation.
- Seamlessly transitioned projects to BAU team ensuring continued support of the project.
- Incorporated lessons learned into a continuous improvement process for the next project cycle.
- Directed large-scale technology projects, aligning customer care strategies with business goals for high profile clients throughout the SDLC lifecycle.
Senior Coordinator of Client Services
XO Communications
Nashville, TN
10.2016 - 06.2020
- Managed business and enterprise-level wireline accounts as the primary contact for XO Communications.
- Negotiated contracts with clients generating $180k-$600k in annual revenue, optimizing service offerings and revenue streams.
- Processed telecom customer orders to exact specifications, ensuring service team requirements were met.
- Collaborated with project management teams to resolve service delivery issues and handle customer escalations in orders, billing, and repairs.
Skills
- Enterprise Account Management
- Telecom Billing & Contract Compliance
- B2B Relations
- Order Management Revenue Acceleration
- Incident Management
- VOIP Project Management
- Change Management
- Risk Management
- Cross-Functional Collaboration
- Customer Satisfaction Enhancement
- Vendor Relationship Management
- Data-Driven Decision Making
- Escalation Management
- MS Office Suite
- MS Project
- Cisco Network Equipment Configuration
- Scrum / Agile Methodologies
- SDLC Project Management
Certification
- IT Infrastructure Library v.4 (ITIL)
- Cisco Certified Entry Level Network Technician
- Scrum Master
Timeline
Project Manager
Vertafore
12.2024 - Current
Senior Service Delivery Manager
HCLTech (formerly Verizon)
05.2022 - 12.2024
Project Manager, PMO
Verizon
06.2020 - 05.2022
Senior Coordinator of Client Services
XO Communications
10.2016 - 06.2020