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Customer Service Manager

Location:
Shelton, CT, 06484-3444
Posted:
February 08, 2011

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Resume:

Eric K. LeStrange

*** ******* ****

Shelton, CT *6484

http://www.linkedin.com/in/elestrange

http://twitter.com/elestrange

Cell: 203-***-****

E-mail: i2eh58@r.postjobfree.com

* Proven success in print and online media advertising sales, marketing communications programs, and team leadership in corporate environments

* Marketing experience at Hyperion Solutions (now Oracle) - product launch manager for financial software products Hyperion Enterprise and Hyperion Financial Management

* Four years leading physician directory production and online database initiatives at PHS Health Plans

* Over nine years in product management and editing/proofreading at Greenwood Publishing Group

* Goal: Looking for sales or marketing management position at a periodicals or book publisher

Circle Media, Inc. Thornwood, NY Oct. 2008 – Jan. 2011

Media Consultant, Advertising Department

* Led advertising sales consultant team in booked and received revenue for every quarter in 2010

* Approached and contracted advertisers via targeted e-mail blasts, Twitter, and phone; placing ads in prestigious Catholic publications: the National Catholic Register newspaper, Faith & Family magazine, plus banner adview contracts in the 100s of thousands per booking on websites Catholic.net (35 million page views per month), NCRegister.com, and FaithandFamilyLive.com

* Created ad campaigns for publishers, charities, colleges, and other groups across print and website media

* Generated new leads on a daily basis to maximize advertising contracts for all Circle Media ad consultants

Hawley Lane Shoes Shelton, Connecticut Oct. 2003 – Oct. 2008 (2011-)

Manager, Children's Department 2005 - 2008 (part-time Fit Specialist 2003- May 2005, 2011-present)

* Led customer service team in unique retail setting, largest kids' shoe department in the eastern US

* Analyzed inventory and sales data for department; set sales goals/quotas for customer service team

* Wrote training and testing materials; hired/trained staff; increased sales 20% from 2006 to 2007

* Promoted the store via print mailings, commercials, public events, and website media

Newtown Savings Bank Newtown, Connecticut Jan. 2002 – May 2005

Head Teller 2003 - 2005 Teller 2002 - 2003

* Consistently exceeded quarterly sales goals and balanced bank branches within daily time constraints

* Led customer service setup, planning, and applications response for new online banking service

Hyperion Solutions Corporation Stamford, Connecticut Dec. 1999 – June 2001

Product Launch Manager, Worldwide Product Launch, Marketing 2000 – 2001

* Led worldwide launches of financial and performance management software, including the premier accounting product, Hyperion Enterprise, as well as Hyperion Financial Management, Performance Scorecard, Activity Based Management, and Business Rules

* Created product launch plans, product overview documents, cost analyses, product messaging, training courseware, communications strategies, and website PDFs, along with print and software CD collateral

* Focused international teams on sales training, partner development, software testing, communications, release consolidation, and support call reduction - saving over six figures in launch costs in 2000-2001

* Assessed teams' launch readiness with companywide launch audits, which focused on lead generation, positive customer references/success stories, and corporate decisions on new software releases

Release Manager, Worldwide Support Division 1999 – 2000

* Created and executed plans for delivery, manufacture, and announcement of software releases

* Worked with international team members to ensure smooth release of enterprise-wide software

* Worked during merger with Canadian company to ensure accurate licensing renewal contracts

PHS Health Plans Shelton, Connecticut Jan. 1996 – Dec. 1999

Manager, Directory Publishing Programs, Marketing & Communications Department 1998 - 1999

Directory Publishing Coordinator 1996 - 1998

* Combined data from merging companies: PHS, M.D. Health Plan, and First Option Health Plan, creating the largest physician/provider network available from any New York tri-state health plan (55,000) and put detailed doctor information/specialities on website for easy member lookup

* Cut physician directory print costs by $1 million from 1996-99, using inventory control, directory issuance reduction, competitive bidding, timely proofing, and by moving company to online editions

* At PHS, led Website and Interactive Voice Response (IVR) Directory Task Force, which made the size of the physician network the premier marketing tool for the sales force

* Completed electronic directory projects (website, CD/ROM, and IVR systems) and spearheaded promotions to help members, clients, and employees use electronic directories over print versions; demonstrated these services in training presentations to tri-state sales force

Greenwood Publishing Group Westport, Connecticut April 1987 – Jan. 1996

Managing Editor / Business Services Manager, Urban Documents Program 1993 - 1996

* Designed brochures and researched/recruited new subscribers, created database of 4,000 US/Canadian local government contacts, edited document abstracts, and processed documents for quarterly publications

* Promotional efforts increased sales by over $100,000 in one year for an academic library periodical

Senior Product Manager / Advertising Coordinator, Marketing Department 1990 - 1993

* Produced, wrote, and edited copy for book publicity flyers, brochures, catalogs, and journal ads

* Managed publicity and book review distribution for more than 500 book titles a year

Assistant Editor, Urban Documents Program 1987 - 1990

Computer / Software Knowledge:

* Proficient in entire Microsoft Office suite - Word, Excel, Access, PowerPoint, Project, Outlook, Publisher

* Familiar with capabilities and functionality of relational databases (RDBMS), as well as strategic financial/performance management software from Hyperion Solutions Corporation (now Oracle)

* Familiar with use of social media to communicate with advertising clients: see my Twitter page at http://twitter.com/elestrange

* Also familiar with AS/400 systems, Lotus Notes/Notes Mail, Quark XPress, and Adobe Professional

Education:

Sacred Heart University, Fairfield, Connecticut – graduated cum laude

Bachelor of Science, English (Writing concentration)

Bachelor of Science, Political Science

* Graduated cum laude with two degrees and a 3.57 GPA

* Writer and Assistant Editor of student newspaper the Spectrum

* Member and Secretary of SHU Debate Society

* Also completed History minor and member of Phi Alpha Theta History Honor Society

References and Letters of Recommendation:

* Available on request from former supervisors, university professors, and business colleagues

* See my latest recommendations on LinkedIn under http://www.linkedin.com/in/elestrange



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