RELOUNDA G. ROBERSON
PROJECT MANAGEMENT / TEAM LEADERSHIP
Relationship Building / Budget Management / Project Planning & Scheduling / Cross-functional Collaboration
Client-focused and AT&T Project Management certified professional with over 15 years of solid experience in full life cycle project management, including establishing and tracking project resources, budgets, and timelines. Practiced in overseeing multiple simultaneous projects using standard methodologies to manage resources, timelines, budgets, change and risk. Excel in assisting stakeholders in analyzing existing business processes and developing improved business workflows.
Possess strong organization, communication, and interpersonal skills necessary to develop and monitor roadmaps and milestones as well as anticipate and overcome obstacles. Strong technical background in voice, VoIP, and data solutions. Proficient in Microsoft Word, Excel, PowerPoint, Project, Outlook, and Visio.
Additional skills and competencies include:
Multiple Project Management Stakeholder Communication Innovative Problem Solving
Requirements Identification Change Management Customer Service
Proposal Development Staff Management Training & Mentoring
AT&T, INC., Houston, TX 1986 – 2005
Senior Project Manager, Global Markets Department, 2000 – 2005
Owned the delivery, technical support, and customer issue resolution of voice, VoIP, and data communication products and services to global clients such as Wal-Mart, Waste Management, Bisys, El Paso Energy Corporation, Reliant Energy, Motel 6, VHA, and Comp USA. Provided daily management of the client relationship, including internal cross-functional collaboration to meet client needs.
Expertly managed the implementation of 5-6 complex communication network projects simultaneously.
Increased billed revenue 25% by researching billing codes to identify and recapture misapplied revenue.
Recaptured $2 million in Wal-Mart account revenues and reapplied monies to the Global Markets department.
Project managed the $8 million installation of Waste Management’s communication network to upgrade data frame relay access ports and PVC’s for 750+ sites; managed stakeholder expectations.
Increased productivity 10% by effectively managing internal resources and streamlining project-specific processes to create efficiencies.
Built relationships with clients to understand and anticipate business and telecommunication needs as well as identify and secure revenue generating opportunities.
Served as subject matter expert regarding sales processes and systems, responded to RFP’s from new and existing clients, and managed critical billing, provisioning, and maintenance issues.
Project Manager, 1996 - 1999
Managed and coordinated the delivery of B2B voice/data services for global clients, including full project management from engagement through post-implementation support. Partnered with sales to identify revenue opportunities while meeting the client’s telecommunications needs and customer service expectations. Resolved critical network maintenance issues.
Played a key role in, and recognized by management for the branch achieving 102% of quota by negotiating and project managing a $6 million large-scale communication network implementation for Wal-Mart.
Instrumental in realizing a 6-point gain in the customer satisfaction rating by successfully project managing and resolving issues for global accounts such as CompUSA, The Associates, Motel 6, and Reliant Energy.
Negotiated worked on complex voice/data service implementation projects, including network pricing and design.
Improved revenue generation by aggressively researching and resolving complex client billing issues.
Received numerous awards for Outstanding Loss Prevention, Excellent Customer Service, Best in the Business, Team Player, and Commitment to Quality.
Awarded the “I Go the Distance Award” for diligence in the workplace.
Recognized by clients through personal Letters of Commendation forwarded directly to the branch VP.
RELOUNDA G. ROBERSON Page Two
Organized, managed, and implemented all aspects of installations, removals, changes, and conversions in equipment and network services for B2B clients. Acted as an extension of the sales team to identify revenue opportunities, provide customer service, and respond to client inquiries regarding products, services, pricing, tariffs, and contract terms.
Improved customer satisfaction 12% by identifying, analyzing, and resolving client billing and ordering issues.
Received numerous awards and recognitions for performance, including the “No Loss” prevention award and client commendations.
Acted as subject matter expert, training new and existing team members in sales and customer service techniques and methodologies, increasing overall productivity, customer satisfaction, and productivity.
Commercial Account Specialist, Customer Sales & Service Specialist, 1986 – 1996
Managed a client portfolio consisting of 300 regional B2B accounts worth approximately $500,000 in total account revenues. Presented and expedited solutions to meet client’s communication needs, prepared and presented business proposals, and negotiated pricing points and installation dates.
Contributed to increased sales by creating and implementing new client-focused applications and solutions.
Received numerous Letters of Commendation from business clients for outstanding service.
Recipient of "No Loss" prevention award.
Pump It Up “The Inflatable Party Zone”, Houston, TX 2005 – Present
Seized entrepreneurial opportunity and assumed all day-to-day business operations, including marketing, sales, staff management, forecasting/budgeting, and financial management of this franchise business. Hired, trained, and manage a team of 25 FT and PT employees with full P&L accountability for a $360,000 annual budget. Challenged to manage multiple simultaneous projects across a range of disciplines.
Built and grew this start up from the ground up into a self-sustaining business; authored all policies and procedures, including staff selection and hiring criteria; realized an ROI within 6 months of franchise purchase.
Sourced and selected site location and project managed all aspects of building out this 12,000 sq. ft. facility, including hiring contractor as well as defining project scope, schedules, and timelines.
Maintain low staff turnover in a high turnover industry by establishing the business as the “place to work” among high school and college students; created a very desirable work environment with a high percentage returning for seasonal employment opportunities.
Negotiated exclusive catering and co-marketing agreement with Pizza Hut.
Improved staff productivity 20% by engaging employees in job planning and creating a sense of job ownership by aligning skills with tasks.
Increased sales 28% by establishing and implementing a new sales strategy to up sell services and capture additional revenue opportunities.
Decreased expenses 6% by streamlining processes.
Raised customer satisfaction 10% by documenting business processes and procedures and providing focused training to staff.
Bachelor of Science Degree, Management
University Of Phoenix, Houston, TX