Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
GeneralManager
Marlon Cortorreal

Marlon Cortorreal

Doylestown,PA

Summary

Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.

Overview

11
11
years of professional experience

Work History

Mobile Expert / Shift Leader

T-Mobile
Springfield, PA
09.2019 - Current
  • Assigning sales targets to team members month and provide constant coaching to help team achieve targets goals, controlling expenses, shortages and all aspects of merchandising and inventory.
  • Develop your store staff by providing them direct performance feedback and educating them on both T-Mobile and Sprint
  • Enforcing all company and T-Mobile guidelines and policies.
  • Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Excelled in every store position and regularly backed up front-line staff.
  • Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.
  • Assisted management team in developing and creating welcoming atmosphere for crew members to voice complaints.
  • Provided exceptional services and pleasant shopping experiences to retail customers.

Enrollment Specialist

Mercy LIFE
Philadelphia, PA
06.2018 - 09.2019
  • Perform administrative and technical duties requiring accuracy and attention to detail in the enrollment and re-enrollment with organization and its healthcare providers with all managed care networks and government payer's (Networks) with the organization is contracted with, or has an agreement with, for the reimbursement of services.
  • Responsible for educating providers, administrators and support staff regarding the enrollment/re-enrollment processes and how it relates to the provider's ability to provide care to network members in order to increases reimbursement and reduce patient dissatisfaction.
  • Work collaboratively with fellow team members to create, evaluate and maintain department workflows, processes, policies and systems.
  • Responsible for completing analytical functions, special projects and be cross trained on running varies reports from multiple systems.
  • Meet and support established service goals through meeting and exceeding performance standards.
  • Communicated effectively via telephone, email and in person with prospective customers.
  • Used computer-aided guidance packages such as skills assessment tools, career planners, psychometric tests and personal inventories to assist clients in determining strengths and weaknesses.
  • Reviewed statistic enrollment data and prepared reports.

Mortgage Processor 4

Wells Fargo Bank, NA
Philadelphia, PA
11.2015 - 02.2018
  • Act as a liaison between the Underwriter and Loan Originator, providing the Originator with timely and periodic status updates of the pipeline.
  • Prepare, send out and review subordinations, verifications of employment, reviewing homeowners and flood insurance, title, DU/LP findings, Data Verify, etc.
  • Ensure all customer files are complete and in compliance with regulatory agencies and internal policies.
  • Update and manage pipeline reports- notifying management of status as well as performing any additional duties and activities assigned by management
  • Organized and knowledgeable with regards to following up on missing items and the coordination of loan documents.
  • Maintains high level of customer service by being proactive in communicating with borrowers and team members.
  • Provides clear, effective communication with borrowers and team members when completing file-related activities.
  • Verified credit histories, personal references and employment backgrounds for each applicant.
  • Supported loan process by gathering loan documentation and assisting with loan processing and general loan analysis.

Small Business Team Leader

Bank Of America
Newark, DE
05.2015 - 10.2015
  • Meets with direct reports on a routine basis for one on ones, provides performance feedback, and coaches/counsels employees as needed.
  • Completes annual performance appraisals and recommends salary adjustments.
  • Utilizes excellent customer service, problem handling and analyzing client situation.
  • Keeps pace with all regulatory changes regarding the quality programs and works internally to modify systems and processes to mitigate any negative impact to performance and/or revenue.
  • Developed strategic sales growth plans in conjunction with other managers and executives.
  • Translated corporate strategy into actionable plans, holding team accountable for following official sales process and coverage model plan.
  • Coached sales team members, assessing strengths and weaknesses to develop plans for improvement and optimize sales performance through company coaching methodology.
  • Anticipated business changes and implemented additional incremental growth programs to exceed revenue and profitability goals.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.

Preferred Client Specialist/ Risk

Bank Of America
Newark, DE
08.2013 - 05.2015
  • Serve our customers with operational excellence and accuracy, including but not limited to account opening, maintenance and recommending the best products, services and solutions to exceed the customer expectations.
  • Know the line of Business, including but not limited to products, policies, procedures, and compliance guidelines.
  • Assists targeted customers that a high for sales and revenue.
  • Utilizes excellent customer service, problem handling and analyzing client situation.
  • Provide Solution Center policies and procedure updates, clean desk audit task.
  • Conducted case management activities and services with multidisciplinary team.
  • Responded to all client inquiries and asked appropriate questions to facilitate resolution.
  • Assisted with special marketing projects by coordinating distribution of marketing mailers, contacting customers to explain new marketing campaigns.
  • Interacted with team members across departments to research and resolve customer issues.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.

Personal Banker

Bank Of America
Philadelphia, PA
09.2012 - 08.2013
  • Meet and exceed customer and small business client customer goals with the utmost of accuracy and highest ethical standards
  • Ensure the customer's needs are met by partnering with the appropriate specialist and/or teammate to serve the customer's banking, small business, mortgage and investment needs.
  • Helped clients plan for and fund retirements using mutual funds and other options to manage, customize and diversify portfolio.
  • Networked to increase client base and encourage existing clients to expand financial portfolios.
  • Worked closely with management to strategize sales techniques to increase branch production and customer service.
  • Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
  • Maximized revenue through improved sales techniques and branch productivity.

Senior Collector I

Bank Of America
Newark, NJ
01.2012 - 09.2012
  • Offer alternatives, including short sales or deeds-in-lieu, to those who do not meet the requirements for home retention solutions or want to leave their home.
  • Help customers understand the options available to enable them to remain in their homes.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Used skip tracing and other techniques to locate debtors.
  • Advised customers of alternative actions and strategies for debt repayment and attempted to avoid adversarial communications.
  • Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.

Customer Sales Associate II

Bank Of America
Newark, NJ
10.2010 - 01.2012
  • Assists targeted customers that a high propensity for sales and revenue
  • Utilizes great customer service, problem handling and knowledge of the business to produce sales
  • Recognized top performer in customer satisfaction, customer delight, and relationship deepening
  • Consistently ranked as a top sales performer within the team, site, and division
  • Coaching new associates on customer service and sales techniques.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Prepared reports to assist business leaders with key decision making and strategic operational planning.
  • Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
  • Trained team members on performance metrics and consumer behavior identification.

Education

Associates - Criminal Justice

Hudson County Community College
2010

Skills

  • Team leadership expertise
  • Mobile device expertise
  • Recruiting and interviewing
  • Employee performance evaluations
  • Consumer banking specialist
  • Account management
  • Home health care expertise
  • Adhesives expertise

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

If the doors of perception were cleaned, everything would appear to man as it is: infinite.
William Blake

Timeline

Mobile Expert / Shift Leader

T-Mobile
09.2019 - Current

Enrollment Specialist

Mercy LIFE
06.2018 - 09.2019

Mortgage Processor 4

Wells Fargo Bank, NA
11.2015 - 02.2018

Small Business Team Leader

Bank Of America
05.2015 - 10.2015

Preferred Client Specialist/ Risk

Bank Of America
08.2013 - 05.2015

Personal Banker

Bank Of America
09.2012 - 08.2013

Senior Collector I

Bank Of America
01.2012 - 09.2012

Customer Sales Associate II

Bank Of America
10.2010 - 01.2012

Associates - Criminal Justice

Hudson County Community College

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Marlon Cortorreal