Customer Service Manager

John Castrillon

**** ***** *****

Altamonte Springs, Fl. 32714

cell: 407-***-****

home: 407-***-****

e-mail: ***************@*******.***

Experience

Admissions Advisor-

May'10-July'10: DeVry University Campus, Orlando, FL

Call on prospective high school students by phone and email. Conduct brief

phone interview to screen candidates and determine if they are a good fit

for DeVry's undergraduate degree programs. Invite student and their parents

to visit the campus for a face to face interview. The live interview is

performed under firm compliance guidelines and integrity. Utilize a written

needs/goals profile, an interactive computer presentation, brochures and

catalogs to lead the student thru the decision making process to enroll.

Then help student meet the other departments to complete enrollment:

registrar, financial aid and student academic coaches.

Sept'09-Mar'10: Kaplan University, Orlando, FL

Senior Advisor- Reach out to prospective students in the USA. Conduct a

multi-step phone interview process to uncover students' goals, wants, needs

and dreams. Then match them with a degree program that meets their

educational and career goals. Mentor and coach students thru the enrollment

process including interview, application, enrollment agreement, deposit,

financial aid, class registration and finally start. Maintain accurate

student records, notes and production reports. Use the latest contact mgmt.

software (CRM) and a disciplined contact strategy to reach sales/enrollment

goals. Help train and mentor new admission advisors.

Jan'09- Sept'09: CF Insurance Services, Inc. Apopka, Fl.

Independent Insurance Agent- Active FL 215 License: Life, Health and

Annuity. Help individuals and small business owners with their insurance

needs by matching them with policies and plans that maximize their

protection levels and returns on investment. Cross sell property and

casualty business and refer prospects to P&C agents. Grow client base by

telephone prospecting, networking, referrals and calling pre-qualified

leads. Provide a high level of customer service for existing clients by

providing solutions to their changing needs.

Feb'04- Nov'08: Advanced Settlements Inc, Orlando Fl.

Account Executive- Life Settlements- Work with and educate financial

professionals, attorneys, CPA's and charitable organizations. Determine if

a life settlement is suitable for a client. Obtain the highest offers in

the secondary financial market. Managed a team of case managers assigned to

build and process my cases. Helped train case mgrs. to communicate

effectively with Doctors, Lawyers and Insurance Co's to efficiently gather

medical records, legal docs, life insurance illustrations and life

expectancy reports. With my supervision case files were completed quicker

allowing us a competitive advantage. Helped evaluate case manager's

performance on a quarterly basis. Assisted in the contract closing process

to assure a smooth settlement transaction for the client. Proactively

through outbound calls bring on new agents and financial professionals.

Call on leads generated from online marketing campaigns, advertisements,

webinars, and trade shows.

April'02- Jan'04: New England Financial, Orlando Agency, Fl.

Financial Consultant- series 7, 66, Life/health/variable annuities.

Full financial consulting. Provide clients with top-quality insurance and

investment products, services and guidance. Build long-term relationships

by employing a five-step financial analysis process: introduction, fact

gathering, analysis, presentation and on going reviews. Develop strategies

and goals in such areas as family protection, retirement planning, college

funding, and business continuation planning.

Solutions included insurance-life, disability income, long-term care,

mutual funds, securities, variable annuities, managed accounts, IRA's,

401k's. Acquired new clients by telephone prospecting, referrals,

networking and excellent customer service.

Feb'01- Feb'02: First Union National Bank (now Wachovia), Altamonte

Springs, Fl.

Financial Specialist- Financial center for personal and commercial banking.

Matched customer needs with checking, money market accounts,

personal/business loans and investment products. Helped train tellers on

how to probe customers for additional needs and services which increased

the number of appointments and sales. Provided small business owners with

solutions in daily cash management, financing growth, retirement-planning

and employee benefits. Grew client base by telephone prospecting, personal

financial reviews, account maintenance and strengthening existing

relationships. As a team member, help in the day to day branch management

and quality control.

Feb'00- Feb'01: Morgan Stanley Dean Witter, Orlando, Fl.

Financial Advisor- Full service brokerage firm. Series 7, 66,

life/health/variable annuities. Help investors build, manage and preserve

assets through comprehensive plans tailored to their individual needs and

time horizon. Implement plans and select suitable products: stocks, bonds,

mutual funds, unit trusts, tax-exempt municipals, managed accounts, and

retirement and trust services. Employed prospecting techniques such as

telephoning, cold walking, referrals, networking and direct mailing.

May'99- Dec'99: Robert Half International, Orlando, Fl.

Staffing Manager- Specialized temporary staffing of accountants and

financial professionals. Grew business by calling on medium to Fortune 500

companies to fulfill their staffing needs with pre-qualified candidates.

Managed the overall performance of temporary workers.

Education- Bachelor of Business Administration- Bernard Baruch College New

York, N.Y.

*Bi-lingual Spanish.

License- Active FL 215 License: Life, Health and Annuity

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