Roscoe Borden, PMP
Allen Park,MI
Summary
Constructive and experienced Project Manager leveraging career in the telecom sector and restaurant management. Driven to provide exceptional leadership, support, and world-class customer service to internal and external customers. Adapt to handle escalated high-priority tasks with ease. Ready to take this background to next level to ensure successful management of the integration process from start to finish.
Overview
30
30
years of professional experience
1
1
Certificate
Work History
Experience Program Manager, Lead
TEKsystems
Allen Park, MI
03.2021 - Current
- Led team to develop, deliver, and manage high-profile program customer onboarding plans, including transition management—customer education on wireless service and equipment, billing options, and other T-Mobile capabilities.
- Coaching and training team to provide customers with regular status updates during assignment implementation period through tracking tools and facilitating weekly/monthly customer transition calls to keep customers informed of all changes and requests.
- Lead/Manage device programming and kitting process in most cost-effective manner possible.
- Interface with client's designated program administrator to provide service solutions that meet customer's needs in all core Implementation and support competencies: Implementation, billing and expense management, customer education on service and equipment, and collections. Technical troubleshooting. Etc.
- Create and deliver customer-specific training for end-users and critical customer personnel to ensure most effective implementation possible.
- Manages schedules, accepted time off requests, and found coverage for short shifts.
- Reported on updates to project specifications and progress.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Directed and supervised team of 8 Program Managers engaged in 650 plus accounts and Migrated over 85,000 lines.
2nd Role Building Solution Project Manager
Sprint, T-Mobile
Livonia, MI
10.2013 - 11.2020
- As In Building Solution care inbox manager, Responsible for answering all questions related to in-building solutions new build-outs, and in/out of scope break-fix issues for all companywide employees.
- Responsible for creating project ID and assigning new or out-of-scope projects managing out-of-scope lifecycle support projects and new business projects to completion.
- Vast knowledge of customer service contract agreements and In-building solutions deals.
- Worked directly with Sales and PC&A groups to get contracts created for new builds.
- Advanced skill level working with Ericsson - for in building solutions.
- Worked on escalated building high-profile projects such as American Airlines, Anheuser Busch, AAA, Ford Motor, and Honda Motors.
- Create, train, and provide process and policy management.
- Managed escalated life cycle management projects working directly with site development team. Provide sales and account stakeholders updates, tracking project milestones until project closure.
- Develop and implement life cycle management and new business reports to manage project data and keep leadership informed of progress.
- Reported completion of over 6000 projects during 7 years managing IBS Inbox.
Promotion to Implementation Project Manager
Sprint/T-Mobile
Livonia, MI
10.2013 - 11.2020
- Provide seamless efficient implementation and project management of early life support accounts that are complex, high profile, and high revenue-generating.
- Directed large-scale on-site development and implementation of new customers and equipment solutions to meet business needs and build client loyalty.
- Assess project risks and devise mitigation actions encompassing close attention to subcontractors' and vendors' contracts and service level agreements, external dependencies, and potential roadblocks.
- Support two sales teams and attend weekly meetings to assist sales funnel management. Provide reporting and early account support, including all daily transactions for large enterprise accounts with 10,000 units.
- Oversaw large portfolio of projects to support teams, report progress, and influence positive outcomes for key stakeholders.
- Oversaw purchases of wireless equipment and software.
- Managed assigned 110 accounts by reviewing and mitigating discrepancies and collaborating with account holders. Retaining 98 % assigned customer base.
Promotion Dedicated Care Representative
Sprint
Livonia, MI
11.2008 - 10.2013
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Provided account oversight, validating practices and verifying contract compliance.
- Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Built and cultivated long-term quality relationships with over 150 clients by addressing needs and providing superior customer service.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
Inbound Call Center Representative
Sprint
Bristol, TN
11.2006 - 11.2008
- Answered phone calls with friendly greeting to create positive inbound calling experience for customers.
- Handled high volume of inbound calls 100-plus daily per shift to offer callers product and service information and generate quotes.
- Resolved complaints to satisfy customers and encourage future transactions.
- Trained and coached new call center team members on computer systems and customer service strategies.
- Educated customers about product terminology, features and benefits to improve sales and customer satisfaction.
- Offered technical support for online purchases and helped customer navigate website to facilitate buying process.
Education
PMP Certificate - Project Management
Schoolcraft College
Livonia, MI12.2020
Computer Information Course Completion Certificate - Computer Information
Business Oakland County Community College,
Sterling Heights, MI06.2001
Skills
- Leadership
- Project Management
- Relationship Development
- Excellent Communication
- Strategic Planning
- Managing Profitability
- Problem-Solving
- Training and Development
- Telecommunication Services 3G/4G/5G
- Team Building
- Time Management
- Customer Service
- Microsoft Office 365
- Technical Expertise
- Risk Mitigation
- On-Time Project Delivery
- Negotiation
- Project Management Principles
- Stakeholder Communication
- Continuous Improvement
- Jira
- Excellent Analytical
- Status Updates
- Project Goals and Milestones
- Change Management Process
- Stakeholder Updates
- Community Relations
- Project Team Coordination
- Project Manager Supervision
- Best Practices and Methodologies
- Vendor Selection
- Client Requirements
- Automated and Manual Procedures
- Corrective Actions
- Methodology Implementation
- Office Support
- Timely Project Completion
- Subcontractor Relations
- Timelines and Milestones
- Complex Negotiations
- Managing Multiple Projects
- Communication Planning
- Researching and Compiling Data
- Stakeholder Negotiations
- Salesforce Lightning
Accomplishments
- Project managed high-profile customers on in building solution installations. New business, Full Scale, Enhanced Basic and Lifecycle Support for 3g/4g/5g upgrades and repairs.
- Ford Motor Full scale in building solution upgrade from 3g to 4g cell coverage for Wayne Michigan Location. One-million-dollar upgrade.
- American Airlines Project managed multiple Enhanced Basic sites nationally repeater upgrades to provide enhanced 4g/5g signal.
- Honda Motors project managed Full Scale installation for new in building construction in Greensburg Indiana. One-million-dollar upgrade.
- Project Management of "National Unused In Building Circuit Project". Saving 10 million annually.
- Lead team of 8 Migration Program Managers.
- Ranked #1 Migration team.
- Supported 650+ Enterprise, SMB, SLED (State, Local, Education) accounts.
- 85K+ Migrated Lines completed.
- Built excel "Roscoe" Report - tracks migrated lines on organization's database (200+).
- Nominated for Circle of Excellence 13 consecutive years and won the Triple Crown award in 2004.
- Received the Top Gun Award for 2017 recognized by the Director of Sales.
Certification
- PMP Certified
Additional Information
Professional References
Aaron Rodriguez Digital Workplace Services Delivery Supervisor
T 469-262-2529 M 469-231-3411 Aarodrig@TEKsystems.com
Pamela Rockcastle Sr. Program Manager Lead at T-Mobile
T 425-444-2823 M 425-331-7035 Pamela.Rockcastle1@t-mobile.com
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
It is never too late to be what you might have been.
George Eliot
Timeline
Experience Program Manager, Lead
TEKsystems
03.2021 - Current
2nd Role Building Solution Project Manager
Sprint, T-Mobile
10.2013 - 11.2020
Promotion to Implementation Project Manager
Sprint/T-Mobile
10.2013 - 11.2020
Promotion Dedicated Care Representative
Sprint
11.2008 - 10.2013
Inbound Call Center Representative
Sprint
11.2006 - 11.2008
PMP Certificate - Project Management
Schoolcraft College
Computer Information Course Completion Certificate - Computer Information
Business Oakland County Community College,
Additional Relevant Experience
Restaurant General Manager
Pizza Hut
Taylor MI
May 1994 to March 2003
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