- Shelly Roman has over 20 years of experience leading teams that provision network infrastructure and customer circuits. She has exceeded expectations for customer service and collaboration. - She is highly skilled at creating processes, collaborating across departments, and ensuring orders are completed on time. - Roman has a proven track record of planning, developing, project managing, and using organizational methods to efficiently fulfill network and customer orders.

1. SHELLY R. ROMAN
15750 Island View Rd NW
Prior Lake, MN 55372
(952) 237-6375
Shelly@theromans.us
SUMMARY
 Very effective team leader in network communications and order provisioning and with exceeding our
internal and external customer expectations for over 15 years.
 Highly capable and successful with creating change in processes and collaborating with other
departments and vendors to enhance the overall customer experience.
 Efficient in Planning, Developing, Project Management and organizational methods to ensure orders
are flowing and being cared for both our internal and external customers.
I am a respected leader with many years of experience that knows how to develop and collaborate with teams of
Network Provisioners, Project Managers, Engineering, Circuit Design team or 3rd party Carrier/Vendor that is
involved.
Most of my career has been spent in order fulfillment roles for our Network infrastructure and for Customer
Ethernet/Circuit requests in the Telecommunications industry for over the last 20 years. The last 15 years of this
experience has been on the leadership side of network infrastructure, network cost management, customer circuit
requests,budgeting and strategic planning. Throughout my tenure at Frontier Communications, I have worked
as a Project Manager,Order writer, Managerofthe Network/Customer Provisioners, Network Cost Management,
Manager of Circuit design, Process developer, and as a Mentor developing strong teammembers.
Over the years by working with other groups and third party vendors, we have developed a strong process for
our customer orders that will take them from the order being written to the installation and billing of that order.
I have been an integral piece of that process development and success.
PROFESSIONAL HISTORY
Frontier Communications Burnsville, MN February 1997-Present
Manager of Customer Network Provisioning/Order Management January 2016- Present
 Lead a team of 3 Supervisors and their direct reports (43 team members) located in Burnsville, MN and
Dallas, PA.
 The teams support Ethernet,SIP/VOIP, TDM/DS0/DS1/DS3/OCXX, MPLS circuit orders and Porting orders
for our external customers
 Ensure all customer orders are flowing thru our teams and systems in a timely manner to meet or exceed the
customers’ expectations.
 Track and monitor order metrics on a monthly basis to ensure our orders are meeting the service level
agreements we have in place.
 Manage team performance via the metrics and other goals set forth
 Interview and hire prospective new team members
 Create goals working collaboratively with the Supervisors
 Planning to ensure we have proper staffing and network available to ensure a timely installation
 Coach and develop strong teammembers and Supervisors
 Work closely with many of our teams which include: Project Managers,Product Management, Sales, Sales
Support, Engineering and Layer 2 team
 Effectively communicate within our own teamas well as the teams we work with on a daily basis. We strive
to improve the customer experience be it the internal customer (sales) as well as the external customer

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 Assist in expedites and escalations as needed forour teammembers to get our customer orders installed when
needed for both on net and off net (with another Carrier/ILEC) orders.
 Proactively search for process improvements by using our metrics, talking with team members and members
of other teams that we work closely with. Proactively start meetings to start the conversation on howwe can
implement new processes when they are discovered
Manager of Direct Sales Support and Internal Telecom- Nationwide Team- August 2014- January 2016
 Lead a team of 6 Supervisor’s and their direct reports (220 team members)that are located throughout the
United States
 Ensure orders are cared for using the various systems we utilize on a daily basis.
 Responsible for hiring and approving new employees for the teams
 Ensure that new team members get the appropriate training needed to perform their function and that existing
employees get any training necessary on new products being rolled out.
 Manage the team’s performance thru reporting and goals
 Collaborate and creation of the goals for all of the teams.
 Planning to ensure we have proper staffing and network available to ensure a timely installation
 Work closely with Engineering, Project Management, Sales, Layer 2 and Sales Support in order to
successfully meet and exceed our customers’ expectations for their services.
 Develop and maintain relationships with Carrier and ILEC’s for leased circuits and contracts.
 Teams place orders with carriers for leased and on net circuits for our customers for Installs, moves and adds
for Ethernet and IP (SIP), MPLS, TDM circuits, OCXX circuits,.
 Enterprise teams place orders for Centrex, B1, Trunking, DS0, DS1, DS3, Sonet, PBX lines, etc in our
systems.
 Assist in escalations and expedites for our customer orders as needed be it internal or external escalations.
 Process Improvement is something that is looked at frequently and changes are made as needed.
 Monitor workloads of the team and the performance reports on a daily basis and make adjustments as needed
Manager of Access Circuit Provisioning- Nationwide Team- August 2012- September 2014
 Lead and motivate a team of order/circuit provisioners for the entire footprint of Frontier Communications
located in different locations throughout the United States.
 Internal Network Team is responsible for the following duties: Provisioning/Ordering of the Internal
Network/Backbone, 3rd Party Carrier/IXC orders are issued as required, project management, test and turn
up of the circuit. Also work closely with the Network Cost Management group to help reduce costs of the
leased circuits on the network and research disputes and audit questions on network circuits.
 FCA/CLEC Provisioning Team is responsible for the following duties: Provisioning/Ordering of
Internet/Ethernet services for medium to large business customers. This includes orders to 3rd party Carriers
or IXC’s as required, project management of the customer requests, billing of the customer.
 Budgeting and Planning for the Budget year- this is done yearly and we monitor the cost on a monthly basis
 Assists Sales and the Project Management teamwith escalations, questions, expedites.
 Manage the work load of the incoming Network and Customer requests fromEngineering and Sales.
 Develop strong customer relations with our 3rd party Carriers and IXC’s and meet with them on a regular
basis to project manage the circuit requests we have outstanding with them.
 Constantly looking at ways to better the process flow. Work with Sales, Engineering and Project
Management to create more efficient process flows and implement the changes.

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Manager of Network Provisioning and Access Engineering- Nationwide Provisioning and Access
Engineering- November 2002- August 2012
 Lead and motivate a team consisting of 43 Internal Network Provisioners, CLEC Provisioners, Supervisors
and Access Engineers for the entire country.
 To optimize current and future traffic while maintaining a balance between services,quality, cost and revenue
growth using quantitative analysis to reduce network transport and access costs.
 Responsible for meeting and exceeding the budgeted network cost savings foreach year and to communicate
all network changes to all departments.
 The team orders, installs and turns up circuits for the Frontier Backbone and Network for our customers.
 Team members work closely with sales and the project managers to order, install and bill FCA CLEC
Medium to Large business customers.
 Perform price quote requests from Carriers/ILECs, audit and pay invoices, research circuit and billing
disputes as needed.
 Budgeting and Planning for the Budget year- this is done yearly and we monitor the cost on a monthly basis
 Manage the teamto ensure that the circuits are designed correctly and quickly for all incoming orders.
 Utilize M6, DPI, Cost of Access and other systems to maintain data integrity and project manage order
volume.
 Develop and manage effective vendor relationships, which includes, developing account strategies,contract
development. Facilitate project development and service implementation.
 Prepare and provide written and verbal presentations to upper management and customers with regard to
network planning and reducing costs while improving revenue growth.
Internal Network Provisioner and Design Engineer 2000-2002
 Performed leased cost routing development and optimization of the network
 Track and maintain circuit inventory in ASAP/TBS, DPI and Cost of Access systems
 Order all fiber backbone for Frontier/Citizen’s Network for the Central Region.
 Coordinate the installation dates, test and turn up of all circuit orders with various vendors and internal
customers.
 Project managed the circuit re-home project saving the company $30,000 per month
 Developed a new process for receiving and validating all third party circuit invoices. This process saved the
company approximately $500K in 2002.
 Created web forms and web site to be used to orderinternal circuits by both Citizen’s and Frontier employees.
EDUCATION
Cardinal Stritch University Edina, MN
2000 - 2003
 Associates Degree in Business Management

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SHELL Y ROM A N
15750 ISLA ND VIEW RD N W * PRIOR LA KE * M INNESOT A * 55372 *
PHONE (952)237- 6 37 5