Customer Service Manager

Kevin Robert Dolan

*** ********* ****** / **** ***

Stratford, Connecticut 06614

Cellular: 203-***-****

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

Career Objective: To find a position within a company that will allow me to fully utilize my

administrative and organizational skill set and be recognized for my creative thinking and

leadership potential.

Professional Experience:

2006 - Present: Marketing Specialist/Event Coordinator – Mutual Security

Credit Union – Stratford, Connecticut

Major Duties and Responsibilities:

• Serve as a key writer for the organization. Compose and write most letters and other

written materials that promote the Mutual Security message.

• Assist the VP of Marketing and Branch Managers with public relations contacts and

promotes the credit union and its’ message, through monthly specials and/or

community events by involving all aspects of media (newspaper/radio/television).

• Serve as an event planner and coordinator for all SEG-based and third-party-based

shows, seminars and benefit fairs as well as community outreach programs.

Actively involves credit union branches and personnel in community relations

outreach events.

• Serve as meeting planning/coordinator for monthly BOD meetings; Branch

Development Meetings; Product and Services training sessions.

• Serve as the liaison for Marketing and Branch Services. Update Branches on an on-

going basis with all promotional information. Coordinate branch seasonal décor;

maintain all branch signage and printed material are current and updated.

• Support the development and preparation of support materials for member, branch

and employee group marketing programs. Proofread and edit all marketing

communications.

• Create and update all advertisement copy for radio and television production.

• Provide all media contacts with general press releases detailing promotional

activities and special events.

• Prepare material for presentations to SEGS on credit union services.

• Coordinate member communications, including mailings, newsletters, and other

marketing materials

• Review marketing message so that all information is consistent on direct mail,

brochures, web, etc.

• Maintain and update inventory control in terms of printed materials and promotional

items.

• Provides administrative assistance including quantitative and statistical reports as

needed to the VP Marketing/Communications.

July 2004 - July 2006 – Product Specialist – TAUCK –AT-SEA – Tauck World

Discovery – Norwalk, Connecticut.

Major Duties and Responsibilities:

• Served as chief administrative support for Product Manager

• Assisted in the drafting and negotiation of all vendor and third party contracts.

• Design and maintain itinerary for tours operating in Antarctica, Spain, Greece,

Turkey and Asia.

• Develop and maintain tracking and trending spreadsheets with Guest Satisfaction

and Tour Operations criterion.

• Secure travel arrangements for site visits and property review.

• Served as Guest Relations Specialist which charged me with the task of resolving

guest challenges/complaints before, during and after their tour experience.

• Created and wrote all tour marketing materials for all TAUCK publications

distributed to travel professionals.

• Created and maintained all Tour Documents and Tour Director Notes which were

essential for the tour to run smoothly and efficiently.

July 2002 – July 2004 - Assistant Store Manager – Pier 1 Imports – Westport,

Connecticut

Major Duties and Responsibilities:

• Employee scheduling and submission of payroll

• Employee training and reviews

• Effective and efficient running of this location in concert with the Pier 1 vision and

mission statement.

• Creation and maintenance of store displays on a quarterly basis.

• Nightly register balancing and accounting.

• General maintenance of sales floor

• Provide team member training on all new products and sales techniques

• Provided exemplary Customer Service to all clients visiting our store location as

well as via telephone and e-mail.

July 2000 – July 2002 – Product Specialist – Suture and Endo-Mechanical

Products – U.S. Surgical Corporation – Norwalk, Connecticut.

Major Duties and Responsibilities:

• Chief administrative support for administration in the Customer Relations

Department.

• Onsite Training of all new employees on Suture and Endo-Mechanical Product

Catalogue.

• Provided telephone support to field representatives selling and stocking US Surgical

products worldwide.

• Fulfillment of all orders called, faxed or e-mailed into our headquarters.

• Coordination of all off-site visits by vendors and suppliers

July 1999 – July 2000 – Emergency Medical Dispatcher – Town of Fairfield –

Fairfield, Connecticut

Major Duties and Responsibilities:

• Dispatching of all EMS/Fire/Police personnel to emergency situations town-wide.

• Operation and Maintenance of Computer Aided Dispatch computer systems.

• Administrative support to the Director of EMS in the Town of Fairfield.

• Represented the dispatch center staff at local, state and federal training sessions and

social events.

Educational Experience:

Bachelors Degree – English/Drama – Sacred Heart University

Associates Degree – English – Housatonic Community College

High School Diploma –Notre Dame Catholic High School

Graduate – Herbert Berghoff School of Performing Arts – New York, New York –

Stage Management; Stage Fighting; Scenic Design; Stage Direction; Movement and

Voice; Dialects and Stage Lighting.

Certificate – Housatonic Community College – Bridgeport, Connecticut - Travel and

Tourism Operations

Certificate – Connecticut School of Broadcasting – Stratford, Connecticut – Radio and

Television Production and On-Air Performance.

Other Information:

Board Member – Town of Stratford Chamber of Commerce; Stratford Fine Arts

Council; AIDS Project CT; BEST Committee Stratford;

Member: Bethel Chamber of Commerce; BRBC; Cheshire Chamber of Comemrce;

Danbury Chamber of Commerce; Greater Norwalk Chamber of Commerce; Greater

Valley Chamber of Commerce; Watertown Chamber of Commerce and Greater

Waterbury Chamber of Commerce

Fundraiser - AIDS Project NY; BCEFA; Metropolitan Museum of Art; Starlight

Foundation; The Elizabeth Glaser Pediatric AIDS Foundation; Juvenile Diabetes

Foundation; National Coalition for the Homeless

Social Media Presence:

Facebook – Kevin Dolan

Twitter - @KevsJustSayin

Tumblr – Kevin D

Instagram – KevD203

Professional References:

Jay Costa – IT Manager – Mutual Security CU - 860-***-****

Stephanie Griffin – Call Center Manager – Mutual Security CU – 203-***-****

Liz Daher – Mortgage Underwriter – Mutual Security CU – 203-***-****

Krista Moran – Compliance Officer – Mutual Security CU– 860-***-****

Personal References:

Kerry Lambert – Cultural Arts Teacher St. John’s School – 203-***-****

Tanya Dana – Special Education Teacher PAGOS School – 203-***-****

Emelia Granton – Provider Contract Specialist United Health – 203-***-****

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