Daniel J. Dugan Jr. has over 4 years of experience in collections and customer service. He has held roles in collections at PNC Bank and OSI Outsourcing, handling delinquent consumer and commercial accounts. Currently, he works as the Stage Manager for the Pittsburgh Penguins, assisting with promotions, contests, and communicating between entertainment staff. He also has experience in transportation as a chauffeur and delivery driver. Dugan is pursuing his Bachelor's Degree from Carlow University with an anticipated graduation date of August 2016.

1. Daniel J. Dugan Jr.
Professional Summary
 4+ years of Collections and Customer Service Professional Experience
 Proficient in utilizing Computerized Database Systems and Software, including Microsoft Office
Suite, etc.
 Collected and maintained 60-120 day delinquent secured indirect approved loans
 Handled collections on 30-90 day delinquent receivables for commercial and consumer accounts
 Assisted Management in developing procedures to reduce delinquencies and increase recovery
on repossessed units
 Responsible for billing by managing, generating and maintaining a large volume of medical
invoicing
 Tracked and processed payments; handled extensive skip tracing actions through internet
resources, external skip tracing agencies and door knocking efforts
 Handled 100+ Inbound and Outbound Calls on a daily basis
 Utilized persuasive communication and negotiation skills in all aspects of daily collection activities
 Excellent Verbal and Written Communication Skills, Interpersonal and Multi-tasking Skills
 Earned a High School Diploma
 Bachelor’s Degree Carlow University
 Available to interview and start within a few days’ notice
Professional Experience
Pittsburgh Penguins/Consol Energy Stage Manager
09/2015- Present
 Assist with in-arena promotions, contests, and intermission activities
 Assist with special events and marketing promotions
 Facilitate smooth communication between in-game entertainment and the Pittsburgh Penguins
Ice Crew
 Select and monitor locations for live, in-game “Jumbotron” interviews and announcements
 Interact with Pittsburgh Penguins media staff, Pittsburgh Penguins Ice Crew, Pittsburgh Penguins
team memebers, special guests and VIPs, visiting NHL teams’ coaching staffs, fans, and NHL
and Collegiate in-game officials
 Attend gameday meetings covering the run through of the game or in-house entertainment
scheduled for the day/evening of my shift
 Required to stay in constant radio communication with in-game entertainment’s Director
 Required to make quick, on the job, last second decisions in connection but not limited to all
responsibilities listed previously
Pittsburgh Penguins Ice Crew
09/2010 – 5/2015
 Cleaned the ice during TV time outs
 Assisted with in-arena promotions, contests and intermission activities
 Assisted with special events and marketing promotions
 Participated in charity appearances, promotional photos and appeared in various TV spots
 Modeled for Pittsburgh Penguins Apparel online catalog

2.  Interacted with Penguins fans at every home game and performed as Iceburgh on numerous
occasions
 Interacted with Penguins Staff and Office Personnel
Regency Global Transportation
05/2012 - Present
Chauffer
 Drove clients from one destination to another
 Interacted with clientele
 Maintained a professional appearance
 Provided clients with highest professional limo services in Pittsburgh
(Worked at Foxwood Landscaping July 2014 – November 2014)
Parts Channel Incorporated
11/2013 - 6/2014
Driver
 Responsible for Daily Deliveries and driving 300+ miles a day to locations in PA, OH, and WV
 Handled payment and credit transactions with clients
 Responsible and Sales and General Customer Service
 Performed Data Entry
Dick’s Sporting Good Corporate
7/2013 - 9/2013
Copywriter
 Handled style creation and style categorization
 Responsible for Copywriting
 Performed general data input, 100+ items a day
 Utilized Microsoft Excel daily
PNC Bank
08/2008 – 09/2011
Senior Credit Counselor
 Collected and maintained 60-120 day delinquent secured indirect approved loans
 Handled an average of 100 outbound and inbound calls per day along with a high volume of
customer service issues and troubleshooting
 Utilized persuasive communication and negotiation skills in all aspects of daily collection activities
 Processed checks by phone payments
 Established and tracked payment arrangements on a monthly basis
 Handled extensive skip tracing actions through internet resources, external skip tracing agencies
and door knocking efforts
 Directed and authorized repossession of commercial and consumer Automobiles, Mobile Homes,
RVs, Yachts and Air Planes
 Worked closely with PNC Sales Executives and Dealerships regarding secured loans with full or
partial recourse
 Assisted Management in developing procedures to reduce delinquencies and increase recovery
on repossessed units
 Approved payment extensions based on completion of application
 Maintained use of fair debt collection practices during all phases of the collection process
 Met and exceeded PNC’s incentive goals on a monthly basis
 Possessed comprehensive knowledge of multiple systems including CMS, ACLS and RMS

3. OSI Outsourcing
02/2006 – 07/2008
Account Representative / Escalated Line Supervisor
 Managed collection activities for electric utility company, 1st Energy Corporation, located in
Pennsylvania, New Jersey and Ohio
 Handled collections on 30-90 day delinquent receivables for commercial and consumer accounts
 Worked a minimum of 200 commercial and consumer accounts on a daily basis
 Utilized persuasive communication and negotiation skills in all aspects of daily collection activities
 Processed checks by phone and credit card payments by phone
 Handled billing responsibilities by managing, generating and maintaining a large volume of
medical invoicing on a daily basis
 Established and tracked payment arrangements on a monthly basis
 Approved settlement requests as necessary
 Assisted Accounts Payable by posting a large volume of ACH transfers, payments taken by
phone and payments received by mail to commercial and consumer accounts
 Promoted to Escalated Line Supervisor to assist commercial and consumer customers with
situations needing a higher level of input and decision making
 Possessed comprehensive knowledge of the Fair Debt Collection Laws along with multiple sate
commercial and consumer collection laws
 Utilized detailed knowledge and understanding of multiple state regulations regarding utilities and
customer service practices
 Possessed comprehensive knowledge of SAP
CiCi’s Pizza
01/2005 – 01/2006
Assistant Manager
 Managed approximately 15 employees
 Scheduled staff on a weekly basis according to the labor percentage and accounting procedures
 Managed all training functionalities including customer service measures, waiting on customers
and serving meals, creating and cooking all foods ordered, cleaning and maintaining internal
controls
 Initiated strong customer service practices by routinely walking through the restaurant and asking
customers if they were enjoying their meal and their time spent at CiCi’s Pizza
 Managed ordering of food stock, fresh produce and internal supplies
 Managed inventory on a monthly basis
 Managed and balanced daily expenses and cash intake
 Handled nightly deposits to PNC Bank on a regular basis
Hi-Tops Sporting Night Life
06/2004 – 12/2005
Bartender/Barback/Server/Doorman/Bouncer
 Managed VIP area at Hi-Tops which catered to the Pittsburgh Pirates and the Pittsburgh
Steelers
 Managed security of the VIP area by requesting and reviewing individual identification and
monitoring safety measures on a continuous basis
 Worked closely with the City of Pittsburgh Police Department regarding security measures and
individuals needing to be evacuated from the VIP area
 Managed and implemented strong customer service measures to work closely with the VIP
members and to maintain integrity and security at Hi-Tops
Education
 Bachelor’s Degree – Currently Pursuing Now / Anticipated Graduation, August 2016
Carlow University

4.  Completed some College Coursework
Slippery Rock University
 High School Diploma
Montour High School