1. Roger A. Eckroat
1525 Chesapeake Drive  Plano, TX 75093  Home/Cell: (214)-282-5845
roger.a.eckroat@gmail.com
PROFESSIONAL PROFILE
Management • Customer Service • Project Management
A loyal and award winning project manager and supervisor, with eighteen years of demonstrated success in
management, project execution, and customer satisfaction. Polished communication, presentation, teaching,
problem-solving and conflict resolution skills. Highly effective in developing teams and leading individuals
to set and accomplish specific goals. Implement team, departmental, and company initiatives; including
policy, process, systems, and customer programs. Responsible for team members, and the measurements
and goals required to deliver an outstanding customer experience. Offer solutions to customer issues that
require in-depth analysis and research, utilizing expert knowledge of account strategy techniques. Specific
expertise includes:
 Project Execution and Management
 Leadership
 Customer Satisfaction
 Strategic Thinking and Tactical
Implementation
 Staff Development and Training
 SLA Negotiations
 Business Plans
 Relationship Building
PROFESSIONAL EXPERIENCE
Senior Project Manager 02/13-Present
inTelesystems Dallas, TX
Strategically managed client’s telecom infrastructure including voice, data, video, and
wireless services for expense, provisioning, vendor, and contract management. Tactically
managed network cut-overs including unified communications porting, systems
integrations, call centers, expense auditing, budgeting, financial analysis, contract
negotiation, RFP development, and marketing.
 Successfully managed contract negotiations and implementation of Customers
MPLS network conversion for over 25 locations with aggressive deadlines and
zero downtime. Conversion resulted in over $25k in monthly savings.
 Led team to implement new AT&T SIP trunking platform by converting and
porting from existing PRIs. Conversion resulted in $15k in monthly savings.
 Manage an average of 200 service requests, 50 trouble tickets, and over 20
providers/vendors monthly for a $4B customer portfolio.
Care Manager 09/12-02/13
Cassidian Communications Richardson, TX
Successfully achieved each phase of a customer critical site issue, from first call, to
documentation, to investigation, to path to resolution. Developed, updated, and
maintained a critical site customer care plan for a $2M customer portfolio.
 Created the first documented process for ordering equipment for the DOD’s base
at Ft. Irwin. The new process saved over 20 hours in labor.
 Oversaw the implementation of The City of Billing’s new land mobile radio
infrastructure resulting in over 100 project hours and $100k new revenue.

2. 2
Business Customer Service Supervisor 10/07-09/12
Sprint Corporation, Wireline Customer Care Irving, TX
Oversee complex billing and maintenance issues, including escalations, presentations,
and monitoring adjustments for numerous Fortune 1000 customers. Perform monthly and
annual coaching and counseling sessions to improve representatives’ skills and build
business acumen. Manage team of telecommuting associates.
 Significantly increased productivity through new management style which
motivated a team of 16 agents to achieve 4 years of successful billing resolution.
 Achieved all business goals and improved customer relations by resolving billing
issues within one bill cycle by exceeding target at 52% versus 35% goal.
 Improved customer satisfaction by exceeding target at 89% versus 78% goal.
 Led a process improvement to save over $10k annually by reducing return mail.
Implementation Project Manager II 10/02-10/07
Sprint Corporation, Wireline Sales Support Irving, TX
Led a multi-functional team responsible for the design, engineering, and implementation
of highly complex integrated product/network solutions globally, including Frame Relay,
Managed Services, MPLS, and Internet.
 Single POC to 25+ global customers with complete ownership and accountability
for managing the entire lifecycle of multiple customer projects.
 Supported sales team by project managing and implementing global wireline
networks for a $10M revenue base.
 Managed and implemented one of the department’s largest projects for Infineon
Technologies, which consisted of a Global 20 site MPLS network with broadband
services including equipment. Project was delivered 2 weeks ahead of schedule
and resulted in an additional $150K of services.
Sales Implementation Specialist II, Major Account Specialist,
Account Admin II 12/95-10/02
Sprint Corporation, Wireline Sales Support & Customer Care Irving, TX
 SIS II - Addressed challenges for complex wireline business customers regarding;
orders, billing, training, and product information throughout the customer
lifecycle. Responsible for the management of escalated customer issues.
 Major Account Specialist - Performed extensive research and applied advanced
problem solving skills to resolve billing issues for large business customers.
 Account Admin II Positions included: Credit Analyst, Credit Operations, and
Systematic Collections. Reviewed and installed new service orders with the goal
of increasing company earnings by $10K annually. Evaluated hundreds of
residential customers’ long distance trends to help minimize receivables by
$100K. Performed collection calls for residential and small business customers to
maximize company earnings.
EDUCATION
B.S., Business Administration, The University of Texas at Dallas 2010