Quality Assurance Management
Resume:
Bernard D. Dugan
Brick, NJ
******.*****@*****.***
Process Management
Resourceful leader with 13+ years of operational experience, in the US and
the Caribbean. Proven track record of developing and implementing customer
needs into new opportunities for revenue growth and compliance.
Specialties include, Process and Service Quality and controls leadership,
Project Management oversight, leader in the system development &
Integration to achieve low cost high return on changes. Directed and lead a
group responsible for acting as change agent for the various organizational
departments, implementing process changes, compliance reviews ensuring
"change is good".
Experience in Revenue Assurance and Risk Management, I have strong skills
in auditing, implementing and monitoring Key Performance Indicators as well
as Development of vendor relations, financial analysis, and revenue
assurance. Effectively educate, motivate and lead large, cross-functional
teams between finance, IT, Billing and Operational areas. Fully bilingual
in English and Spanish.
AT&T (CENTENNIAL COMMUNICATIONS),
Centennial Communications Corp. and its subsidiaries provide wireless and
broadband telecommunications services. The company provides wireless
network access and other services to wireless telephone subscribers in
Puerto Rico, the United States Virgin Islands, and suburban & rural areas
in the Midwest & southeast United States.
Assistant Vice President of Business Operations, Puerto Rico (current
position since 2006)
Responsible for evaluating risks and changes that would impact revenue and
cost, ensuring proper controls for Sarbanes-Oxley and internal operational
excellence.
As an organization we have achieved,
> Increased our collection success rates and saved customers reducing
churn to the lowest levels in 5 years.
> Through new KPI's and changes we recovered $1 million dollars in orders
provisioned vs. billing.
> Increased customer satisfaction, by decreasing customer invoice
disputes, reducing the number of complaints by 60% over the last two
years reducing overall adjusted dollars vs. Revenue billed.
> We achieved Increased cash out of pocket at POS stations, with system
changes that ensure proper approval of sales overrides. Overrides
decreased 70% due to additional order process changes and increased
accountability to the process.
> Achieved a reduction of 73% in data entry errors into the billing
system over the last 18 months, by simplifying the order process,
Reducing first invoice surprises and training.
Director of Billing Operations and Change Management, New Jersey (2000 to
2006)
In this role I was responsible for managing the daily development and
billing operations, but also the site roll out of new system changes
associated with our system and overall Quality Assurance.
> Managed the start up of new operations in the Dominican Republic
office,
> Managed the start up of new operations and vendor relations in Jamaica
office start up
> Partnered with engineering, designed the process and controls with
processing, mediating and billing mobile data & content management as
well as all voice services.
> Managed team responsible for the review and reporting revenue line
items associated with billed services in coordination with finance and
external reporting.
> Achieved a reduction in invoice production turn around times by 66% by
reducing a bill run from three (3) days to one (1), 80% of the time
within 24 hours.
> Implemented Key Performance Indicators to monitor operations and ensure
product and business continuity.
Operations Manager (1998 to 2000)
Responsible for the day-to-day management of our OSS and Point of Sale end
user processes, training and roll out of new locations within Puerto Rico
and the US markets.
> Developed training schedules and training material for retail and call
center personnel
> Implemented retail controls and monitored the compliance of company
policies
> Managed the system migration from legacy to next generation POS systems
in San Juan, PR and the through Louisiana and Indiana locations.
> Managed the migration of 40+ retail locations and successfully completed
in a span of 120 days.
> Define business needs and requirements and work with system developers to
design and implement programs that would meet the business need.
Additional past roles within Centennial Communications
Collections Supervisor - 1996 to 1998
Jentel - Jaclen Associates CPA Business consulting firm. (1993 to 1996)
Collections coordinator in the Caribbean and Florida markets.
Continually
Education
Inter American University BS Degree in
Business Administration Natural Sciences
minor in Marketing
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