Michael Chiego Email & Phone Number

Teterboro, Nj

• Develop and implement sales plan to target accounts for growth in line with regional market strategy.• Manage account inquiries in a manner to minimize account attrition and negative volume variance.• Assist field sales staff by prospecting new business opportunities and evaluating potential growth opportunities of existing clients.• Analyze targeted accounts and develop recommendations to acquire their business through information collection, marketing initiatives, sales call cycle, etc.• Drive sales through pre-call planning, post-call analysis and follow-up.• Analyze the utilization/profitability of existing accounts, then develop and execute action plans to increase these returns.• Educate customers on all new products and services through telemarketing.• Implement Integrity Selling on all sales calls; engage the “Why Quest” messaging• Maintain a breadth of knowledge of all connectivity products and solutions (i.e. Care 360, EMR interfaces, QDRS)• Develop and maintain knowledge of tests and services provided by competitors and utilize this information to solidify or enhance Quest Diagnostics’ market position.• Field travel to build stronger relationships, develop sales/service acumen and close close select leads with AEs• Cover Open Territories as assigned by manager• Utilize SalesForce.com and complete all administrative tasks on time.• Ensure total compliance with all company policies and government regulations.• Manage other projects/responsibilities as assigned by manager.

Coordinate activities to maximize client satisfaction through a close-loop problem resolution process. Monitor client registered service failures and the timelessness and appropriateness of the functional groups' response. Interacts with functional groups to analyze chronic service failures and implement corrective actions. Proactively evaluate optimal service delivery options for key customers.Review Quest Lab's "Client Problem Tracking" module and other client problem reporting mechanisms throughout the day for the timelessness of the functional groups response. Notify the functional group immediately if the turnaround time goal is exceeded. Develop strong working relationship with Sales and Branch operations through regularly scheduled meetings. Participate on weekly conference calls to review progress against team goals. Review the root cause description and appropriateness of the functional groups corrective action. Notify the functional group if resolution is unclear, inadequate or if documentation is required. Work with group to develop an effective action plan.Coordinate actions between functional groups to resolve "At Risk" issues. Ensure total compliance with all company policies and regulations. Maintain required documentation.Manage other projects/responsibilities as assigned.

Greater New York City Area

* C/S Rep II 1997-2003: Primary contact with accounts, providing assistance with clinical reports, test requirements, error correction, supply concerns and logistics.Respond to technical service call queue as back up when needed.Troubleshoot complex medical/technical and routine requests from Sales force. * Group Lead Phones 2003-2006: Responsible for the resolution of issues resulting from calls where a manager is required or requested.Supervise and assist 8-10 team members.Provide training and monitor progress for newly hired Client Service Reps.Manage approximately 75-100 e-mail requests from clients with electronic connectivity.* Group Lead Control Desk 2006-July 2013: Manage work force towards improving inbound call center service factor, abandoned rate and average calls answered between 2 locations. (NY/NJ BU). Monitor and shift resource needs based on incoming call trends from all split skills.Assist with outbound process based on resource needs for NY/NJ BU.Coordinate schedules for staff & individual meetings as well as training to sustain proper call flow. Attend weekly staffing meetings to determine organization needs based on projected call volume, personnel and workflow.* Sale Support Coordinator August 2013-November 2015: Handle sales inquiries received via telephone, fax or email regarding concerns of service failures and other duties needed to provide superior service in relation to reporting of patient results, inquiries of tests and other services.Contact sales representatives and clients to resolve matters related to patient testing and result reporting. Report and investigate sales and clients concerns through Client Problem Tracking. Provide research and resolution on complex issues. Handle requests for Test translations, Test turn around time and Test requirements. Provide other duties as required to meet the needs of sales and clients. Escalate issues as appropriate using established protocols.