Customer Service Sales

MICHAEL P. VAN NORREN

Orlando Fl, ***** 407-***-**** *******.*********@*****.***

SUMMARY

• Consummate professional with expertise in developing and managing business

relationships with customers

• Organized, knowledgeable and detailed-oriented self starter

• Articulate communicator

• Effectively handles multiple tasks simultaneously

• Outstanding professional sales presentation skills

• Motivated team player

PROFESSIONAL EXPERIENCE

AON HEWITT, Orlando, FL 2014 - Present

Benefit Advisor

Health Insurance Sales

• Selling/enrolling retirees into appropriate Medicare health and prescription drug plans. This is done

primarily through providing Medicare education, conducting needs analyses, and assisting the retirees

in selecting an appropriate plan for their needs

• Inform, educate and enroll customers to successfully transition into an Individual Medicare insurance

plan.

• Make outbound calls to Medicare prospects, completing needs assessments and correctly qualifying

participants' needs related to Medicare Health Insurance (Medicare Advantage, Medicare Supplement,

Cost Plans, and Prescription Drug Plans

• Identify Medicare prospects needs using a needs based selling approach, accurately answer questions,

address concerns and recommend appropriate plans

• Provide solutions that make it easy for the Medicare prospects to decide on the plan while overcoming

customer objections

• Handle inbound calls to enroll customers compliantly and efficiently into selected Medicare Health

Insurance (Medicare Advantage, Medicare Supplement, Cost Plans, and Prescription Drug Plans) and

update client accounts thoroughly

• Effectively manage sales pipeline

• Deliver expected sales for individual, team, regional, and overall targets (conversion rate, close ratio,

etc.)

• Actively manage a book of business to ensure all retiree needs are met on a timely basis (respond to

retiree voicemails, internal chat requests, partner with customer service and operations, handle and

support customer complaints and/or client escalations)

• Deliver a consistently positive customer experience in a highly ethical and professional manner

• Ensure sales quality by asking questions and partnering with management support as needed

SUNTRUST, Orlando, FL 2014 - 2014

Income and Credit Risk Analyst

Consumer Credit

• Duties include researching and examining credit risks, assessing credit history, and approving or

disapproving extension of credit

• Performs calculations on tax returns and other income documents

• Ensures income follows the guidelines set by CCPA

• Informs the borrower on the limits of the credit extension

• Works with the Closing Loan Officer to ensure all documents meet qualification

• Relies on experience and judgment to plan and accomplish goals to perform a variety of task

DIGITALRISK, Orlando, FL 2010 - 2014

Processing Team Lead

Mortgage Auditor

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Responsible for managing a 33 member team

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Manages team daily production

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Monitor performance, capacity and quality

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Directs and updates staff of new processes and procedure

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Facilitates team communication between 3rd vendors and reconciled billing

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Acts as a liaison between underwriting department and processing

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Performed monthly evaluation of staff members

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Calculated monthly incentive plans based on production and quality

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Held interviews when hiring new candidates

DIGITALRISK, Orlando, FL 2009 - 2010

Verification Analyst

Mortgage Auditor

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Responsible for sending and receiving verifications documents.

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Review employment documentation and re-calculate income documentation for completeness and

accuracy per guideline requirements

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Review title commitments and policies

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Review and analyze borrower’s mortgage applications, credit reports and related documents

FIRST FRANKLIN, A subsidiary of Merrill Lynch, Orlando, FL 2005 – 2009

Wholesale Mortgage Lender

Account Executive

Responsible for promoting and increasing revenue for First Franklin while adhering to strict banking

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rules and guidelines to obtain a qualified and profitable loan.

Managed a territory that included up to 35 accounts

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Consistently closed in the top 20% of the regions’ account executives

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Acted as a liaison between clients, internal staff and third party vendors

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Developed new accounts through formal presentations

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Addressed clear and precise goals to help ascertain the needs of specific accounts.

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Developed a strong phone presence using open ended questions and solid cold calling skills to help

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determine the needs of clients.

SOUTHSTAR FUNDING, Orlando, FL 2003 – 2005

Wholesale Mortgage Lender

Loan Specialist

Responsible for incoming file preparation

Ordered and verified document as needed

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Input files into main data base for accurate processing

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Followed banking guidelines for RESPA and HMDA

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Exceeded both daily and weekly unit goals

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EDUCATION

• Associate Arts from Brevard Community College, Cocoa Beach, FL, 2000

• 6-20 Florida General Lines Property and Casualty Adjuster License, FL, 2013 #w157625

• 2-15 Florida Life Health and Annuities License, FL, 2014 #w157625

Contact this candidate