MARCO A. CALDERON

Potomac, MD ***** 301-***-**** adzvp7@r.postjobfree.com

Experienced Salesperson bringing over 35 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. Customer Manager offering a track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem- solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Proficient salesperson delivering encouragement and feedback to help employees be successful. Energetic professional with great poise. Well-trained in sales management. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Customer Relationship Manager, 07/2021 - 09/2023

Lynch Retirement Group – Columbia, MD

Liaised between customers and organization with particular focus on working with sales department. Delivered superior customer service to strengthen relationships and drive future business revenue. Managed customer relations on ongoing basis to maximize customer retention. Made customers aware of current and new programs and services. Created customer support strategies to increase customer retention. Real Estate Agent, 08/2016 - 08/2022

Long & Foster Real Estate Inc. – Potomac, MD

Managed contracts, negotiations, and all aspects of sales to finalize purchases and exceed customer expectations.

Negotiated, facilitated, and managed real estate transactions. PROFESSIONAL SUMMARY

WORK HISTORY

Communicated with clients to understand property needs and preferences. Maintained connections with clients to encourage repeat business and referrals. Advised clients on market conditions and property value for informed decision-making. Developed and maintained relationships with clients through networking, postcards, and cold calling. Conducted comprehensive market analysis to identify opportunities for investors. Liaised between buyers and sellers to provide positive experiences for both parties. Developed and presented proposals to clients to raise awareness of potential real estate investments. Educated clients looking to sell or buy on current market conditions, legal requirements, pricing, and mortgages.

Reviewed and executed confidential documents, contracts and disclosures. Established positive flow of communication with agents, clients, attorneys and personnel involved in closing transactions.

Coordinated appointments to show tenants and buyers prospective homes. Prepared and presented contracts and other legal documents to clients. Negotiated contracts with buyers and sellers to maximize customer savings. Studied property listings, interviewed prospective clients, accompanied clients to properties and discussed condition of sales.

Developed new business and managed new and existing clients. Leveraged market knowledge and analysis to provide guidance and advice on best options for clients. Developed and implemented marketing strategies to maximize sales and attract new clients. Worked closely with clients to facilitate appropriate loans, inspections, and credit reports. Collaborated with stakeholders to complete property sales and purchases. Followed-up escrow process, coordinated contingency removal of property inspection and maintained timely closing of escrow.

Collaborated with mortgage companies to accurately determine loan and mortgage options for clients. Managed scheduled meetings to maintain satisfaction of both buyers and sellers and facilitate smooth purchases.

Senior Mortgage Loan Officer, 04/2004 - 12/2014

Bethesda Home Mortgage – Bethesda, MD

Created strategies to develop and expand existing customer sales, resulting in increase in annual sales of

$50 million in loan production in 2008.

Participated in industry events and conferences to build relationships and gain market intelligence. Communicated with clients, processing teams and other third parties to achieve prompt loan closings. Maintained high level of customer satisfaction by providing prompt and accurate loan status updates. Worked with underwriters to fix application problems and resolve issues. Followed up with clients on missing loan documents, providing guidance on best way to complete application process.

Developed and implemented marketing campaigns to generate new business opportunities. Checked loan documents for accuracy prior to closing. Fielded customer complaints and provided solutions. Assisted clients in selecting correct loan product and terms to meet needs and financial goals. Developed extensive network of referral partners to source new mortgage loan opportunities. Explained different types of loans pertaining to client situations. Analyzed loan applications and credit reports to determine loan eligibility and risk level. Negotiated loan terms and conditions with clients to maximize profitability. Developed and maintained relationships with customers, lenders and other third parties. Analyzed potential risks and evaluated loan products to identify suitable options for customers. Evaluated loan requests and documents to verify accuracy and completeness. Explained very technical financial information to applicants in easy to understand language. Negotiated loan terms and conditions with customers to secure best deal. Assisted clients with improving financial health by counseling on issues such as excessive spending and borrowing.

Processed loan applications and monitored progress from start to finish. Researched and updated industry knowledge on changing legislation and regulations. Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.

Monitored pipelines to track and log status of loans. Proactively identified solutions for customers experiencing credit issues. Approved loan applications based on customer creditworthiness and provided detailed financial advice. Assisted customers with completing loan applications and other paperwork. Compiled closing packages for drafting and presentation accuracy. Senior Mortgage Loan Officer, 02/1999 - 10/2000

Washington Home Mortgage – Bethesda, MD

Created strategies to develop and expand existing customer sales, resulting in increase in annual sales resulting in sales production of over 10 million in 2000.Participated in industry events and conferences to build relationships and gain market intelligence.

Communicated with clients, processing teams and other third parties to achieve prompt loan closings. Maintained high level of customer satisfaction by providing prompt and accurate loan status updates. Worked with underwriters to fix application problems and resolve issues. Followed up with clients on missing loan documents, providing guidance on best way to complete application process.

Developed and implemented marketing campaigns to generate new business opportunities. Checked loan documents for accuracy prior to closing. Fielded customer complaints and provided solutions. Assisted clients in selecting correct loan product and terms to meet needs and financial goals. Developed extensive network of referral partners to source new mortgage loan opportunities. Explained different types of loans pertaining to client situations. Analyzed loan applications and credit reports to determine loan eligibility and risk level. Negotiated loan terms and conditions with clients to maximize profitability. Monitored portfolio performance and provided clients with periodic updates on loan progress. Developed and maintained relationships with customers, lenders and other third parties. Analyzed potential risks and evaluated loan products to identify suitable options for customers. Evaluated loan requests and documents to verify accuracy and completeness. Explained very technical financial information to applicants in easy to understand language. Negotiated loan terms and conditions with customers to secure best deal. Assisted clients with improving financial health by counseling on issues such as excessive spending and borrowing.

Processed loan applications and monitored progress from start to finish. Researched and updated industry knowledge on changing legislation and regulations. Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.

Monitored pipelines to track and log status of loans. Proactively identified solutions for customers experiencing credit issues. Established plans and payoffs for customers' loans, prioritizing control of overall costs. Approved loan applications based on customer creditworthiness and provided detailed financial advice. Assisted customers with completing loan applications and other paperwork. Assessed loan portfolios for compliance with underwriting policies. Compiled closing packages for drafting and presentation accuracy. Wholesale Marketer, 05/1989 - 03/1997

Calvert Group – Bethesda, MD

As an NASD, series 7 and 63 licensed registered representative, and general life and variable life insurance licensed, met with wholesale clients to discuss marketing and sales programs. Wrote engaging and successful marketing, advertising, and website copy. Conducted research to analyze customers' behavior, preferences and purchasing habits. Monitored trends in social media, industry, and competitive landscape to create new material. Planned marketing initiatives and leveraged referral networks to promote business development. Designed and implemented advertising and public relations activities. Maximized advertising efforts by developing content for media relations, corporate communications, and social media posts.

Liaised between internal creative teams and agencies for branding ideas, graphic designs and promotional materials.

Created customized marketing materials to increase product awareness. Researched and evaluated potential new markets and products. Generated reports to support development and implementation of marketing plans. Tracked key performance indicators to measure success of campaigns. Collaborated with cross-functional teams to develop and implement market research strategies. Used various market research tools and techniques to gather, analyze and interpret data. Collected and analyzed data from variety of sources to create detailed market research reports for top-level decision makers.

Assembled reports and presentations to share insights and recommendations with stakeholders. Managed campaigns for various clients that consistently exceeded sales goals. Established and managed relationships with external data providers and research vendors. Created and distributed surveys for data collection and analysis. Implemented and supervised market research projects from start to finish with focus groups, surveys and interviews.

Developed campaigns and specific marketing strategies for clients. Identified appropriate marketing channels and target customers for campaigns. Licensed Financial Advisor, 11/1987 - 05/1989

Johnston Lemon & Company – Washington, DC

As an NASD, series 7 and 63 licensed registered representative, and general life and variable life insurance licensed, met with retail clients to discuss assets, expenses, and long-term and short-term investment goals to devise personalized financial plans.

Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs. Cultivated and strengthened relationships with new clients and educated clients on account services and capabilities.

Facilitated new client onboarding process and investment account setup. Worked with clients to support understanding of rationale and details of financial strategies. Helped individuals and families build and execute wealth management strategies based on unique goals and objectives.

Facilitated presentation and recommendation of services by optimizing client relationships. Delivered strategic investment advice for individual and corporate clients. Developed and maintained strong relationships with clients to maximize satisfaction. Helped clients make informed decisions about financial future. Analyzed financial needs of clients and developed tailored strategies to meet goals. Educated clients on financial topics and best practices. Presented financial plans and investment recommendations to clients. Educated clients on potential risks and rewards associated with various investments. Recommended specific investments to help clients meet financial goals. Advised clients on investments, retirement and estate planning. Researched and evaluated potential investment products for clients. Updated clients on changes in tax laws and other regulations affecting investments. Collaborated with clients to develop customized investment portfolios. Researched current economic trends and investment opportunities to stay abreast of financial markets. Implemented exit strategies for clients to transition out of investments. Developed personal rapport with each client to maintain customer loyalty and establish long-term accounts.

Educated clients on various financial matters and provided professional recommendations on investment opportunities, products and services based on individual needs. Door-to-Door Sales Representative (Summers Only), 05/1983 - 09/1984 Southwestern Company – Nashville, TN

Presented sales presentations and proposals to prospects in territory, identifying positive features, and advantages over those of competition.

Traveled by foot to deliver or sell merchandise (books). Was a top salesman. (top 3% in country, 1983) Also, was a top recruiter. (top 1% in country, 1984) Used scripts or persuasive sales techniques to convince clients in purchasing books. Learned and implemented consultative selling skills to identify opportunities, overcome objections and close sales.

Completed 180 call appointments or calls each week to connect with warm leads. Answered customer questions about products and services, helped locate merchandise, and promoted key items.

Engaged in friendly conversation with customer to better uncover individual needs. Listened to customer needs and desires to identify and recommend optimal products. Developed strong rapport with customers and created positive impression of business. Conducted product demonstrations to highlight features and redirect objections to positive aspects. Associate of Arts: Business Administration

University of Maryland - College Park - College Park, MD EDUCATION

Associate of Arts: Business Administration

Montgomery College - Rockville, MD

High School Diploma

Gonzaga College High School - Washington, DC

Collaborative Environments

Contacting Borrowers

Training Programs

Account Management

Sales Proficiency

Contact Management Systems

Customer Relationship Management (CRM)

Software

Upselling

Scheduling and Coordinating

Data Communications

Communications Strategies

Customer Relations

Business Development

Customer Development Planning

Strategic Risk Management

Loan Modification

Spanish

Native or Bilingual

SKILLS

LANGUAGES

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