Diane DeSena 2201 Oakvale Road Walnut Creek, CA 94597 | 925.788.7205 | dd133c620@westpos t.

net SENIOR EXECUTIVE: SALES MANAGEMENT CLIENT SERVICES Healthcare Industry Visionary business leader and change agent with 12 years of executive experience in the healthcare industry driving double-digit revenue growth through insightf ul sales strategies, operational improvements, and high-impact training programs . Healthcare reform specialist capable of navigating complex market and regulato ry changes to achieve demanding business goals. Technology and database manageme nt strategist talented in envisioning and implementing technical solutions to st reamline operations and support business decisions. Areas of Proven Strength: Growth Strategies B2B and B2C Sales Project Management New Market & Channel D evelopment Branding P&L Key Account Management Product Launches Lead Generat ion CRM Call Centers Customer Support Development & Training Technology Stra tegies & Implementation Database Solutions PROFESSIONAL EXPERIENCE CLAREMONT INSURANCE SERVICES, INC. Walnut Creek, CA 2007Present Leading general agency serving group insurance brokers and agents throughout Nor thern California. Vice President of System Sales Transformed underperforming sales operation by introducing new sales systems and operational change initiatives. Influenced development of value-added products and services. Member of senior management team developing growth-driving strateg ies. Market Share Growth. Achieved 15% market penetration increase in 2009 by creati ng brokerage prioritization system. Sales Leadership. Implemented sales pipeline management, and launched a new bra nd, MetLife, to market with huge sales success. Cost Decrease. Slashed operating expenditures by 25% in first quarter by aligni ng activities of sales, marketing, and service functions. Strategic Leadership. Selected as Director for Strategy Group to develop new re venue generating products and incorporate health care reform into broker value p roposition. WELLPOINT, INC. San Ramon, CA 19982006 $45B health insurance and services firm. Director, Sales/Contact Center Operations Set strategic direction for sales activities, introducing multiple new tools and programs that resulted in double-digit revenue growth. Directed and developed t eam of 60 managers and inside sales staff supporting 45 outside sales representa tives in 3 regions producing sales of HMO, PPO, FFS, Long-Term Care, Medicare, a nd Dental Care lines. Drove improvements in agent management, direct mail campai gns, lead generation, new product launches, and product and sales training. Sales Performance. Delivered overall 17% increase in revenue across multiple pr oduct lines. Increased new customer accounts from 460,000 to 500,000 by creating compelling phone scripts that improved rapport-building with prospective buyers . Organizational Leadership. Built world-class contact center from the ground up for companys 4SB division, including multi-distribution channels. Technology Implementation. Introduced Blackberries and laptops with tailored so ftware that improved lead generation and motivated sales team to increase daily sales from 90 to 125+ units. Restructuring. Overhauled geographic territories to boost collaboration between

sales and support teams, resulting in further increase in daily sales from 125+ to 190+ units. CRM. Developed customer management system that boosted leads in California and 15 other states. Additionally eliminated sales reporting inflation through realtime documentation. Product Education. Increased sales of new products and add-ons with cross-funct ional team of product and industry experts that educated decision makers on the value of plan offerings. Awards. Won WellPoints 1998 Achievement award and 1999 Leadership Excellence aw ard. Diane DeSena Page 2 of 2 PROVIDIAN FINANCIAL CORPORATION San Francisco, CA 19961998 Leading credit card issuer in the US; 10 million credit card holders at time of sale to Washington Mutual in 2005. Inside Sales / Call Center Manager Delivered explosive growth in sales through strategic change initiatives focused on sales training, process improvements, and a cultural shift. Built a high-per forming and loyal team. Process Improvement. Increased sales 50% by changing schedule of sales personne l from Monday-to-Friday to Tuesday-to-Saturday, resulting in increase of connect ion rate with customers from 28% to 57%. Revenue Growth. Increased daily consolidation revenues from $200K to $300K. Sales Performance. Grew assets under management 125% to $160M with training pro gram that honed presentation and closing skills. Led bottom-ranked sales team to increase daily close rate from 20% to 50%. ION SYSTEMS (now MKS Instruments) Berkeley, CA 19941996 Supplier of instruments and components for semiconductor and other manufacturing processes. Inside Sales Manager Driving force behind sales and technology initiatives that increased companys re venue and market share. Managed 10 inside / 15 outside sales representatives in nationwide territory. Revenue Growth. Grew revenue from $40M to $75M in less than 2 years by successf ully completing strategic initiatives. Organizational Leadership. Launched companys first sales support department, fo rmal sales training program, and CRM system. Sales Training. Achieved 400% increase in productivity from new sales hires by implementing effective sales skills training program. Technology Advance. Automated multiple manual processes to strengthen the sales function, including introduction of customized contact management software that boosted the number of quality leads. Delivered 300% increase in inside sales ca pacity with new Devinity/Intuity telecommunications system. TSS LTD. Danville, CA 19881994 Developer of POS sales generation system for retail stores. Client Services Manager Advanced startup companys business goals by enriching the client experience thro ugh exceptional relationship management, problem solving, and system training. A pplied deep understanding of technology products and trends to enhance business activities. Developed relationships with regional, general, and in-store manager s of major retail chains to strengthen companys success in CA, UT, IL, and FL ma rkets. Technology Implementation. Introduced POS systems to gather demographic informa tion on customers while simultaneously driving store sales through targeted prom otional materials. IT Infrastructure & Database. Architected technical solutions to meet business requirements, including complex IT system upgrade and new databases to generate

timely and accurate sales reports, financial documents, lead status reports, and other sales tools. QUALIFICATIONS EDUCATION BS in Finance (with honors), UNIVERSITY OF TOLEDO PROFESSIONAL DEVELOPMENT Continuing education courses in leadership, sales training, advanced technologie s, cost control, and marketing. LICENSES & CERTIFICATIONS CA Accident and Health Insurance License CA Life Insurance License Wellness Ce rtification Long-term Care Certification PROFESSIONAL AFFILIATIONS American Management Association since 1994 ATA since 1996 NAFE since 1998 AHI P since 1998 NAHU, CAHU, GGAHU since 2006 NAIFA since 2006 NCEBC since 2007, current board member