Project Manager Customer Service

Kevin G. Dolan, PMP

**** ****** *** ? Marietta, Georgia 30066

Home: 770-***-**** ? Mobile: 678-***-****

*********@*****.***

SUMMARY

Experienced project and operations manager with solid experience and

accomplishments in Finance and Billing processes with a heavy emphasis on

Billing, but also including Order Management, Credit and Collections,

Customer Service Management and Technical Support. Key leader of

organizations driving critical strategic initiatives in growth areas of

major companies. Extensive exposure to revenue processes and end-to-end

development efforts to enhance and automate processes.

EXPERIENCE

Internal Data Resources, Nashville, TN June, 2010-Present

Senior IT Project Manager

Client: Asurion Corp.

Act as Project Manager on strategic Customer Care and Application

Integration initiatives.

. Lead project to provide support for new devices associated with Verizon

4G network. Manage overall Project Plan, develop and execute

Communications Plan and oversee development and execution of Testing

Plan.

. Managed tasks and milestones, tracked budget, schedule and resources in

CA Clarity application.

Internal Data Resources, Atlanta, GA August, 2009-May, 2010

Financial Systems Project Manager/Business Analyst

Client: Cox Communications, Inc.

Act as Project Manager and Business Analyst on Billing, Credit and

Collections and Payment Assurance initiatives to enhance the Cox customer's

billing and payment options and experience.

. Completed Initiation and Planning phases for three Cox Receivables

Management projects scheduled for 2010.

o Authored Project Charter and Requirements documents.

o Developed Business Requirements document and planned for

Functional Requirements definition sessions.

o Developed Project and Communications Plans for each project.

. Completed Initiation and Planning phases for Cox Interactive Bill

project.

o Authored Project Charter and Business Requirements documents.

o Developed long-term roadmap for subsequent phases of Cox

Interactive Bill project.

. Completed Business Requirements for conversion of Defective Equipment

Tracker (DET) application from .net to Java. Worked on other intranet

upgrades that included exposure to:

o HTML

o Flash

o XML

AMDOCS, inc., Atlanta, GA 2008 - 2009

Senior Consultant/Senior Business Analyst

Hired to fill Project Manager/Business Analyst roles for T-Mobile billing

transformation. Amdocs' role eventually brought internal by T-Mobile.

. Developed Customer Requirements tool for use during Initiation and

Discovery phase of Amdocs engagements.

. Participated as "shadow resource" for two AT&T Mobility conversion

weekends. Assisted with exception reporting analysis and troubleshooting.

cox communications, inc., Atlanta, GA 2000 - 2008

Senior Project Manager/Business Analyst (2007 - 2008)

Assumed leadership of the Business Operations Back Office team for Cox

Business consisting of five direct reports. The Business Operations team

was responsible for all phases of the Software Development Life Cycle

(SDLC) for enhancements which enabled ICOMS to better support the

commercial telecommunications market. Areas of accountability included

Billing (standard and online), Provisioning, Telephony Back Office and

Credit and Collections projects and process improvements.

. Lead implementation of first-ever Online Bill View and Payment

capabilities for Cox commercial customers. Responsibilities included:

o Process documentation and validation

o Development and documentation of the business unit's requirements

o Communications and Implementation plans

o Post-implementation support

. Led the migration of SmartBill telephony expense reporting tool from CD-

based to online offering.

o Implemented tracking database for SmartBill customer base.

o Documented migration process and developed project plan

o Authored and distributed customer communications

o Managed data mapping and migration

o Provided ongoing pos-migration support

Billing Systems Support Manager/Business Analyst (2000 - 2007)

Participated in the incubation of the rapidly growing Business Services

division within Cox Communications. Managed the development, documentation

and implementation of automation solutions to business process challenges

in the commercial telecommunications market. Primary accountabilities

resided in Billing, but included Credit, Collections and Sales Force

Administration efforts as well.

. Delivered first-ever commercial-specific enhancements included in recent

major release of legacy billing software. Responsibilities included:

o Development and documentation of the business unit's requirements

o Vendor management to ensure that the requirements were being

satisfied.

o Development and delivery of training

o Post-implementation support.

. Managed the migration of Toll Free customer base from third-party billing

platform into the enterprise billing system.

o Developed and validated process documentation.

o Developed Project Plan

o Managed migration

o Provided post-implementation support including audit of multiple

post-migration billing cycles for completeness and accuracy

. Managed billing processes in Carrier Access Billing System (CABS)

environment. Collected over $3 million in past due balances, resolved

disputes over 2 years old and reduced DSO in the carrier base from 92 to

59.

sprint corporation, Atlanta, GA 1996 - 2000

Billing Project Manager, Long Distance Division (1998 - 2000)

Managed a team of four individual contributors to implement billing and

reporting solutions for complex, high-revenue commercial customers.

Developed Pre-Sale Billing Support Process for implementation of contracts.

. Reviewed terms and conditions of proposed customer pricing from $3 to $10

million annually. Partnered with Sales and customers to identify and

recommend billing and reporting solutions to enable customer management

of multiple, high-dollar bills.

. Identified solutions for unique customer requirements via the Special

Customer Arrangement (SCA) process.

. Audited initial bills and reports with customers to verify compliance

with terms and conditions of contracts.

Supervisor - Credit and Collections, Long Distance Division (1996 - 1998)

Managed a team of 10 individual contributors performing high-volume credit

review and collections processes for $30 million small and medium business

AR base.

. Reduced turnaround time of credit review process to less than 2 business

days with no degradation in quality.

. Reduced the number of credit analysts performing credit function from 5

to 2, redeploying analysts to collections function.

. Reduced 60+ past due balances from 13% to 6% through more aggressive,

earlier intervention in past due accounts.

EDUCATION

MBA, University of Kansas

BS, Finance, Indiana University

Six Sigma Green Belt

Professional Associations and Certifications

Member, Project Management Institute (PMI)

Certified Project Management Professional (PMP)

software

MS Office (Word, Excel, and PowerPoint), MS Visio, MS Project and MS Access

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