Brian Dugan Email & Phone Number

Orlando, FL, US

Orlando, FL, US

Etters, PA, US

Tysons Corner, VA, US

Orlando, Florida, US

• ► Created an effective Customer Success Department from the ground up:
• 99% Net Revenue Retention obtained through scalable objectives
• 96% Customer Adoption of CS engagement ROI model, via the multithreaded Customer Journey Map
• Developed an internal training and knowledge management hub to improve communication, breakdown silos, and increase efficiency while removing any single points of failure ► Increased Revenue:
• $300K recognized through the inception of a new extended warranty program
• $800K collected in Annual Recurring Revenue - an increase of 31% from the previous year

Tampa, FL, US

• ► Customer Experience:
• Direct Customer Experience team of 27 professionals, tracking and managing client accounts totaling $80M+ of recurring revenue
• Coordinate communication within various cross-functional teams at Greenway on behalf of the customer
• Inspect all legal, executive, and BBB complaints, escalations, and investigations for territory
• Enhance and maintain Customer Success through partnership; serving as their trusted thought leader and advisor ► Team Development:
• Cultivate a high-performing customer success team, by making recommendations and develop action plans for improving the customer experience across all business platforms

Tampa, FL, US

• Organized and coordinated all open efforts around ICD-10 and Meaningful Use; minimizing duplicating efforts
• Implemented weekly cross-departmental work group meetings; creating a platform for progress reports and open discussion around our needs to succeed
• Chaired weekly executive steering committee meetings; fulfilling the need for necessary approvals and discussions on best practices and efforts
• Managed all progress within a master project plan
• Achieved the overall goal of preparedness for both our customers and employees alike, for a successful transition into ICD-10

Tampa, FL, US

• Developed Best Practice procedures for department and led training of subsequent Enterprise Project Managers on the Prime Suite +S (SaaS) model
• Established the standard for bringing a new proprietary model to our Enterprise Clients
• Managed 5 Million in national Enterprise project implementations spanning 50 locations and thousands of users
• Scoped and developed efficient project implementation plans while working with executive level Stakeholders
• Compiled Executive Sponsor summary and operational plans to executive level management, which mitigated risks throughout project life cycle
• Monitored business implications for project progress to meet deadlines, standards and cost targets

Tampa, FL, US

• Earned Rookie of the Year award
• Assessed client training requirements and, in conjunction with a Project Manager, prepared implementation objectives and agendas
• Conducted on-site small and large group training sessions
• Served as the client's application expert, ensuring that system setup is congruent with client-defined project goals
• Documented all pertinent information discovered through interaction with identified contacts in Salesforce
• Assisted in the review of client processes and development of revised workflow plans

Manager of the Grand Floridian Spa & Health Club

Burbank, CA, US

Burbank, CA, US

Discovered a unique living and working environment with participants from all over the world. This program allowed me to gain on-the-job experience with a world-renowned company, providing uniquely Disney learning experiences. As well as, full access to all Walt Disney Company training programs.

Providence, Rhode Island, US

Pittsburgh, Pennsylvania, US

Toronto, Ontario, CA

Ba, Organizational Communications

Aa, Business Administration