Customer Service Sales

Michael J. Testa

*** ***** ******, *********, ** 01604 508-***-**** cell

******.*******@*****.***

Goal:

To be a contributor to a companies bottom line, through my experience,

education and community outreach.

Profile:

. A professional, with a positive track record, in healthcare and

financial services

. Ability to mange multi projects and to research information to

analyses and process procedures.

. Excellent written and verbal communication skills with the ability to

influence at all levels.

. Strong relationship and team building skills with the ability to

inspire and motivate.

. Excellent working knowledge and demonstrated abilities with Microsoft

office.

Experience

Inside Worcester-WorcesterWeb.com, Worcester, Ma.

Consultant

2009-Present

. Responsible for sales, marketing, and analyzing data to determine

solutions such as installation of alternate methods and procedures

changes in processing methods.

. Lead business, by merging with another business. Grew business

exposure by 45%.

. Achieve set goals of profits, sales, return on investment, market

share and consumer and associate satisfaction.

. Created new accounts through cold calling, along with social media and

visiting businesses to build relationships.

Fallon Community Health Plan, Worcester, Ma.

Sales Executive

2006-2009

Responsible for identifying market opportunities in multiple market

segments, leading key projects and initiatives from concept through

design, launch, and implementation.

Improved sales techniques through utilization of company resources,

including promotional tools, reports ranking and sales education.

. Mentored junior team members, used real life situations, provided

feedback, reinforced skills, and built self-esteem, which resulted

in a 16% closure rate.

. Responsible for monthly Medicare eligible prospect report, monitored

ongoing historical information, and reported outcomes to support

compliancy regulations, that increased revenues by 23%

. Created a cold-calling report from referral listing that had a success

rate of 34% from 2007-2009.

Michael J. Testa

Page 2

155 Derby Street, Worcester, Ma. 01604 508-***-****

******.*******@*****.***

Southbridge Savings Bank, Southbridge, Ma.

Business Analyst

2003-2005

. Responsible to manage an IT team to support resources concept

requirements planning to product launch.

. Developed new Help Desk system, which tracked calls and identified

possible training issues.

. Assisted with orchestrating conversion of software applications,

products, and services, which grew banks customer service by 80%, on

time and under budget.

PFPC Global Fund Services, Westborough, Ma.

Business Analyst

2000-2002

. Responsible for reviewing business requirements to conduct impact

assessment to understand business and application implications.

. Successfully created and launched a 401(k) Retirement Services problem

ticket logs system, because of high customer complaints, reduced

issues by 17%.

. Produced and implemented new testing designs for Q.A. process flow,

that yielded enhanced procedures and improved customer satisfaction by

27%.

Education:

BS, Management, Lesley University 1998

Community Service

. Village of Ascension Heights (Senior Housing) Board Member

2009-Present

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