DARRIUS L. McDOUGAL

Trained and completed courses needed to fulfill the Federal Law Enforcement Training Center with over 300 training hours completed. Engaged and collaborated with my command staff and multiple entities throughout the agency to create an informational pamphlet for the police department; purposed for both internal and external use outside the agency. As a result of my initiative, I ensured more external visibility for the agency. Certified by Mosier Training Solutions at the FBI Academy in Quantico, Virginia as a Field Training Instructor and Evaluator. This certification allowed me to train and evaluate 3 individuals during my time with NGA Police, preparing them for duty. Successfully completed my master’s degree utilizing NGA’s Tuition Assistance Program and collaborated with the program to lead a course designed to help the police department on how to use the program. Due to my efforts as an instructor, 15+ officers have been approved for tuition assistance and furthered their education. Have responded to 20+ medical incidents as a first responder and as a dispatch officer.

• Primary point of contact for an assigned portfolio of approximately 30 IXC’s (Interexchange Carrier) and CLEC’s (Competitive Local Exchange Carrier) Wholesale customers billing producing revenue of approximately $60M per month
• Reconcile Customer Cost Agreement exceptions between Frontier and their affiliates
• Create Aging Reports in Microsoft Excel and performed data analysis to determine next steps and points of escalation
• Responsible for customer inquiries, billing disputes, and collection of undisputed past due balances
• Communicate with Internal Legal and Regulatory Representatives to resolve complex billing disputes and to ensure requirements are adhered to
• Reviewed and analyzed Tariff and Interconnection Agreements
• Issued (non-provisioning) service orders to correct billing as required
• Interacted with Sales and Provisioning teams as required to assure accurate billing
• Key Accomplishments
• Took over a portfolio featuring 18 major IXC’s and CLEC’s with over $15M in undisputed past due balances
• I was able to reconcile the accounts of each company through various forms of communication including phone, voice over internet connection, teleconference, and email
• This communication and effort led to the retrieval of $10M+ in undisputed past due balance for Frontier Communications
• In addition to this, I also reworked and coordinated more efficient payment plans for several companies.

• Developed and tested new product offerings prior to release to assist development team in bug identification.
• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Resolved 30+ technical support inquiries per day.
• Provided daily Tier 1 and Tier 2 level Tech Support for over 500+ end user clients. Coordinated with outside technicians and customers to reach timely solutions.