Kyle Dolan
Phoenixville,PA
Summary
Dedicated and highly motivated team player with leadership experience in the United States Military. Proficient in handling complex customer issues and promoting positive experiences. Accountable and adaptable, able to remain focused and productive in challenging situations and demanding environments. Strong communication and organizational skills, creative, and ambitious. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction and business goals.
Overview
19
19
years of professional experience
Work History
Risk Analyst
Vanguard
11.2021 - 08.2023
- Reviewed intracompany service level agreements to identify potential risks and ideal mitigation strategies.
- Established strategy for operations reporting and analytics, identifying key needs for deliverables.
- Completed statistical reviews to uncover trends, patterns and variations.
- Produced accurate and timely reports, facilitating measurement, decision-making and engagement with internal and external clients.
- Managed documentation and retention of ~1000 annual risk events
- Produced and filed reports to inform senior management of current activities and progress with investigations.
Compliance Inspections Analyst
Vanguard
06.2018 - 10.2021
- Reviewed audit and monitoring reports related to consumer and client activities.
- Prepared documentation and records for upcoming inspections.
- Stayed current with latest changes to applicable regulatory standards and company procedures.
- Inspected items and compared against standards to meet regulatory requirements.
- Conducted ~50 inspections across entire enterprise resulting in improved controls and oversight
Information Center Specialist
Vanguard
03.2017 - 06.2018
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Operated multi-line telephone system to answer and direct ~100 daily calls.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
Licensed Brokerage Investment Professional
Vanguard
04.2013 - 03.2017
- Series 7 and 63 licensed broker with 100% trade accuracy on over 10,000 orders
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences while maintaining NPS of 9.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Discussed financial options with clients and provided informed suggestions.
- Conducted research to answer questions and handle issues using multiple systems and resources.
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
- Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
- Led 20 non-licensed client relationship associates for 18 months
Client Relationship Associate
Randstad
Malvern, PA
11.2012 - 04.2013
- Contracted seasonal help for Vanguard
- Handled customer inquiries and suggestions courteously and professionally.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Content Creator
Philadelphia 76ers
12.2011 - 05.2012
- Internship that assisted New Media department with digital content for sixers.com
- Recorded, edited, and uploaded pregame and post game player, coach, and celebrity interviews
- Wrote quality content for clients, enabling site visitors to quickly obtain information
- Conducted online research to obtain relevant information and materials
- Ad hoc support of game night festivities and public relations teams
Active Duty Soldier
United States Army
09.2004 - 11.2007
- Designated squad leader through basic training, responsible for directing training efforts of 15 soldiers
- Served as active duty soldier in Operation Enduring Freedom/Operation Iraqi Freedom
- Acted as liaison officer for hundreds of units deploying to Kuwait, demonstrating skills and professionalism above grade
- Facilitated daily coordination with United States Navy and DOD transportation agencies as well as all MNC-I Divisional and supporting Non-Divisional Units, resulting in successful processing of over 500 transportation movement requests for over 500 Unit Identification Codes off of 25 vessels
- Utilized superior administrative skills in coordination and movement of over 3000 pieces of equipment, including handling inquiries, processing equipment requests, approvals, daily reports, maintenance and
filing of documents and paperwork - Assisted in managing and supervising process to utilize over 1000 flatbeds, 500 Heavy Equipment Transporters and 25 bobtails; supported onward movement of over 1000 wheeled vehicles, 500 trailers, 700 tracked vehicles and 2000 containers to over 50 camps, logistics support areas and forward operating bases throughout Iraq and Kuwait
Education
Bachelor of Arts - Film And Media Arts
Temple University
Philadelphia, PA05.2012
Associate of Science - Liberal Arts And General Studies
Montgomery County Community College
Blue Bell, PA12.2009
Skills
- Client Relationship Management
- Business Development
- Issue Resolution
- Organizational Standards
- Strategic Initiatives
- Customer Risk
- Reporting
- Compliance Requirements
- Business Controls
Timeline
Risk Analyst
Vanguard
11.2021 - 08.2023
Compliance Inspections Analyst
Vanguard
06.2018 - 10.2021
Information Center Specialist
Vanguard
03.2017 - 06.2018
Licensed Brokerage Investment Professional
Vanguard
04.2013 - 03.2017
Client Relationship Associate
Randstad
11.2012 - 04.2013
Content Creator
Philadelphia 76ers
12.2011 - 05.2012
Active Duty Soldier
United States Army
09.2004 - 11.2007
Bachelor of Arts - Film And Media Arts
Temple University
Associate of Science - Liberal Arts And General Studies
Montgomery County Community College
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