Shelby Bryant
Elkridge
Summary
Accomplished Project Manager with over 25 years of experience delivering transformative solutions across customer service platforms. Expertise in driving measurable results by aligning technology solutions with business objectives, enhancing operational efficiency, and boosting revenue. Proven track record of leading cross-functional teams to implement enhancements, automate processes, and optimize workflows, achieving operational improvements of 15% to 20%. Successfully managed process and automation projects generating over $9M in revenue while increasing digital adoption by 15% to 25%. Launched call center and partner support programs that effectively reconnected over 15K lines and prevented violations for an additional 20K.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Principal Engineer
Verizon
07.2024 - 08.2025
- Defined Salesforce architecture, standards, and governance across sales and service organizations.
- Delivered enhancements and integrations improving operational efficiency by 15–20%.
- Partnered with Sales, Marketing, and Customer Support to implement secure, maintainable solutions for thousands of users.
- Led enterprise integrations with billing, order management, and marketing systems, reducing errors by 10–15%.
Sr. Engineer Consultant
Verizon
03.2022 - 07.2024
- Delivered CRM, digital care, and self-service enhancements, improving issue resolution by 10–15%.
- Led automation initiatives, increasing digital adoption 15–25% and reducing call volume.
- Modernized workflows and accelerated delivery timelines by 20%+.
- Mentored engineers and enforced best practices to reduce defects and ensure enterprise compliance.
Engineer III
Verizon
09.2020 - 03.2022
- Led platform enhancement projects for billing, digital care, and self-service systems, boosting agent workflow efficiency by 10–15%.
- Coordinated cross-team deployments, reducing manual steps and errors by 15%+.
- Managed testing, documentation, and rollouts to increase uptime and self-service adoption.
Project Management Consultant
Verizon
03.2012 - 09.2020
- Transformed account management support for 1,500+ business customers: self-service adoption (71% → 76%), churn (1.38% → 1.29%), CIR (1.57% → 0.48%).
- Launched partner call center with 100+ employees; reconnected 15K lines while preventing 20K potential violations.
- Drove M2M projects and operational processes generating $44M+ in revenue.
- Managed CLIN billing project, improving accuracy and reducing audit time by ~20 minutes per audit.
Express Services Consultant
Verizon
06.2009 - 03.2012
- Delivered performance reporting and trend analysis to achieve monthly and annual targets.
- Led cross-functional initiatives improving workforce efficiency.
- National project lead, increasing account management self-service utilization by 22%.
Sr. Training Consultant
Verizon
07.2006 - 05.2009
- Supervised and coached teams, driving performance and achieving departmental goals.
- Developed training programs for new hires and refresher courses, improving readiness and effectiveness.
- Mentored new trainers and led initiative rollouts supporting Call Center targets.
- Additional Roles: Global Enterprise Advisor, Tier II Technical Support, Quality Assurance Coordinator, BGCO Phone Support Coordinator, Direct Fulfillment Representative
Education
Bachelor of Science - Business Administration, Management and Operations
University of Maryland Global Campus
Adelphi, MD01.2014
Associate of Arts (AA) - Business Administration
Strayer University
VA01.2012
Skills
- Project & Program Management: Agile, Scrum, Waterfall, Change Management, Risk Management
- CRM & Technical: Salesforce, CRM, Digital Care, Jira, User Acceptance Testing, Technical Writing, AI Integration
- Process & Operational: Process Improvement, Automation, Workflow Optimization, Revenue Impact Analysis
- Leadership & Collaboration: Team Leadership, Mentorship, Cross-functional Collaboration, Stakeholder Management
- Customer & Business Focus: Customer Experience, Self-Service Adoption, Call Center Operations, Strategic Partnerships
Certification
- Professional Scrum Master I (PSM I) – Scrum.org, Oct 2022
- Agile Project Management
Timeline
Principal Engineer
Verizon
07.2024 - 08.2025
Sr. Engineer Consultant
Verizon
03.2022 - 07.2024
Engineer III
Verizon
09.2020 - 03.2022
Project Management Consultant
Verizon
03.2012 - 09.2020
Express Services Consultant
Verizon
06.2009 - 03.2012
Sr. Training Consultant
Verizon
07.2006 - 05.2009
Associate of Arts (AA) - Business Administration
Strayer University
Bachelor of Science - Business Administration, Management and Operations
University of Maryland Global Campus