Massimo Casella
Søborghus park * tv
Copenhagen
Denmark
Mobile 004*-********
Dob 26/01/1977
Email: ************@*****.***
Summary
• 3 years financial service (Collection & customer service)
• 1 years technical support & Sales
• 6 months marketing assistant (Sales)
• A strong negotiator able to close transactions
• An energetic team player constantly motivated, hungry to beat
target
• A fully focused hard worker highly responsive to feedback
• A quick learner and a positive person with good sense of humor
Education:
2002 - 2007
University of Palermo (Italy)
Faculty of science of communications
Master Degree in Marketing and Media studies
main activities and subjects: data analysis, E mailing, cases studies, planes
marketing, marketing mix, prices strategies, direct marketing, problem
solving, market problem solving, communication and image promotion,
product launch, new market and competitors analysis, positioning, sales
strategies, e-commerce and new media.
Work Experience
08/09/2014-(current)
Investigation Specialist (compliance)
Uk market
Amazon CS Ireland Limited
Unit 27, 6400 Cork Airport Business Park, Kinsale Road, Cork
main activities: be responsible of KYC process and compliance process, To plan and
coordinate operational activities necessary for compliance, the Investigation specialist
is responsible for the following tasks, knowledge, skills and other characteristics:
Contact for AML/CFT Compliance Functions related to customer identification and
Detection of suspicious activity. Contact for policy enforcement and escalation to
Compliance Officer Train operations personnel on Standard Operating Procedures
(SOPs) for resolving all items that come through the TRMS compliance work flows
Maintain quality assurance controls on AML Compliance Functions .Assist with AML
Training for new hires, for targeted training to the Investigations team, and as
regulations are updated Coordinate with TRMS and Compliance Officer to maintain
current and relevant process documentation for related SOPs Complete suspicious
activity investigations and reports in conformance with applicable regulatory
guidelines, including reporting deadlines, content
01/03/2012 - 31/03/2014
Collection senior Agent C2+ late delinquency in outsourcing for Barclay Card
Helwert Packard
Ballymoss House, Ballymoss Road,
Sandyford Industrial Estate Dublin 18
main activities: motivation, negotiation, collection, customer satisfaction,
client portfolio management, account ownership management, client review, risk analysis and
ad hoc client strategy,Data entry, Contacting client manually and by dialler to ensure invoices
are paid in a timely manner, Building and maintaining relationships with key clients, Negotiate
new repayment plan, sales new repayment plans, Meeting weekly and monthly collection
targets and reporting on key account issues, statements analysis, query finance,, transaction
investigation and report about fraud cases, escalate fraud case, load payment into the
account, stats analysis and report to the team leader, weekly performance update to the team
with tips for improvement, Recording and organising collection activities and promise to pay
dates, support sales department in daily activity, couching to new starter and sharing best
practise in order to beat the target, team leader support in order to cover department issue,
overtime in sales department, administration task, customer service support,
20/06/2011- 01/03/2012
Collection Agent in outsourcing for Barclays Card
Manpower Ireland ltd
Ballymoss House, Ballymoss Road,
Sandyford Industrial Estate Dublin 18
Contacting clients to ensure invoices are paid in a timely manner, Building and maintaining
relationships with key clients, Meeting weekly and monthly collection targets and reporting on
key account issues, Recording and organising collection activities and promise to pay dates
24/01/2011 - 08/05/20011
Tier 1 technical support in (outsourcing for Microsoft X box 360)
Stream global Service Business campus
Swords Dublin, Ireland
main activities: to receive in bound calls and to make some out bound calls.
troubleshooting in console, networking, hardware, games, account management, billing
activities, renewal subscription, create mail template, mail support, overflow calls for English
market, escalate cases to supervisor
24/07/2009 - 08/05/2010
Tier 1 technical support (outsourcing for Apple computers)
Teleperformance hellas
Athens, Greece
main activities: Receive and place telephone calls. Maintains solid customer relationships
by handling their questions and concerns with speed and professionalism . Performs data
entry and software programs . Also require research skills to trouble shoot customer
problems.
Follows diagnostic procedures with emphasis on handling the most frequently asked
questions as effectively as possible, recognizing more complex problems and escalating
accordingly.
Provides basic to moderately complex support to Apple customers on Apple products,
systems, peripherals and software. Sales Apple products on Apple store, proposal in sale
warranty extension in every call
Provides feedback on a daily basis to the Team Supervisors on new/emerging issues that are
identified and work to pro actively highlight areas that can be improved.
15/06/2007-15/12/2007
Marketing Assistant/Sales Contractor
Commercial Center La fontana
viale sammartino partinico (pa) Sicily
main activities: Customer service, planes marketing, problem solving,
communication and image s promotion, PowerPoint presentation,
competitors analysis
skills: troubleshooting in Mac os, linux, and windows os and peripherals, troubleshooting in
networking, troubleshooting in phone, android, able to use application such as soft phone,
people soft Sap, Microsoft framework and Cap,, dream wear, expert in hardware
component, Internet savvy, able to create excel sheet mail template, able to increase
Internet traffic generating promotional link . basic knowledge’s css, html. Planes marketing,
market analysis, PowerPoint presentation, persuasive and direct marketing strategies. B2b
sales strategies, positioning and client analysis, market problem solving, account
management, billing activity,negotiation skills, able to persuade and create sense of urgency
by phone and face to face, able to sell at all levels good Microsoft office user, query,
finance, balance sheet, transaction analysis, statement
Analysis, debit management, portfolio client management,
Cover letter
I obtained my Master Degree in Marketing and Business Communication on University of
Palermo, with a discussion about "Marketing & Open Source: “Linux Business Case". After
the degree I came to London to improve my knowledge of English, being that is not my
mother tongue. Improved my English I found job in Greece where I worked for
Teleperformance Hellas in outsourcing for Apple computer. Working for Apple customer care I
demonstrate really good sales skills and an high level of customer satisfaction being one of
the best vendor of my group in few weeks.”
In my last job I works for HP Ireland in outsourcing for Barclays card and in the last two
years I always got bonus based on performances (excluded august 2012 because of I was in
honey moon) being one of the top performers (75 employers) and for several months in a row
I been the best agent of the department. (i also been recognized Silver agent 2013) Records
are available upon request.
I would like to be considered for the position you advertised as I am an open thinker and a
dynamic person I already demonstrate in my previous job to be a quick learner and an hard
worker being dedicated and passionate about everything about Business. Years abroad, and
my extensive travelling experiences, have offered me opportunities to adapt to new
environments. I have learned how important it is to be flexible and make use of my own
resources.
Having a marketing background and a natural passion for sales the position you offer seem to
be a good opportunity in order to progress my career.
.
I am available to discuss at your convenience
Please contact me by mail I will reply to you Asap
Look forward to hearing back from you.
Start date: Asap
Available for Skype interview on ************@******.**
Linkedin profile : http://www.linkedin.com/pub/massimo-casella/43/571/999
Best Regard
Massimo Casella