1. MICHAEL DOLAN
32 Neponset Street, Canton, MA 02021
MichaelDolan34@yahoo.com
(508) 802-8266
Professional Experience
New York Life Insurance Company, Waltham, MA
Team Lead September 2015 to Present
 Manage a team of four Client Service Representatives
 Monitor employee progress, and make recommendations for additional training as needed
 Generate training schedules for each employee to ensure all necessary training is completed
 Manage workflows to help improve office turnaround time
 Motivate team to achieve high standards on a daily basis
 Attend monthly management training
 Provide software application training and post-implementation support to all agents during company transition to
electronic program
Client Service Representative III/Second Line Team Lead March 2014 to August 2015
 Work directly with team leader to help effectively manage financial operations department
 Responsible for performing all duties of team leader when necessary
 Provide training for implementation of new and existing procedures
 Provide new employees training on billing and payment procedures
 Assist in training employees and representatives in off-site locations
 Ability to remote access offsite computers to assist in training and technical support
Client Service Representative II June 2010 to March 2014
 Process premium payments for new business and in force policies
 Handle all financial transactions pertaining to cancellations, declinations and no good premium payments
 Manually apply commissions to agents ledgers when necessary
 Process and balance all cash transactions on a daily basis
 Complete all projects assigned by Corporate Vice President and Senior Office Management
 Display exceptional day-to-day customer service while interacting with representatives, clients, and Agency Field
Management
Client Service Representative - Temporary to Permanent Hire April 2010 to June 2010
 Responsible for organizing, reviewing and properly scanning requirements pertaining to the finalization of life
insurance policies
 Trained with various team leaders to learn proper New York Life procedures pertaining to application processing
 Processed New Business applications, declinations and cancellations
 Participated in weekly training exercises to learn effective customer service skills
Summary of Qualifications
 Microsoft Office (Word, PowerPoint and Excel)
 Detail oriented – Accurately process all tasks in a timely manner
 Excellent customer service
Community Activities
Chairman of Annual Mike Dolan Memorial Golf Tournament
 Organize charitable golf outing for more than 150 golfers and guests
 Manage staff of 10 volunteers
 Raised significant funds to donate to various charitable organizations
Education
Plymouth State University, Plymouth, NH

2.  Bachelor of Science, Business Management