Customer Service Manager
Resume:
George R. LeSauvage
Richmond VA 23226
acd8h6@r.postjobfree.com
Employment Objective:
Reenter the workforce after an illness. Aiming to use my strengths in troubleshooting and account reconciliation.
Qualifications Summary:
Thirteen years' experience resolving account-related issues for customers and providing
support for in-house business needs.
Strong expertise in Microsoft Office with emphasis on advanced MS-Excel applications.
* Ability to define user requirements and develop and deliver desktop-based business
applications.
* Specific spreadsheet skills include use of analysis tools, scenarios, macros, lookup
functions, pivot tables, advanced formula functions, templates, graphs, lists, forms, and
system settings.
* Proven experience diagnosing and troubleshooting problems in software and procedures.
Professional Experience:
Circulation Help Desk Manager, Richmond Newspapers Inc., 1996-2006
Assisted in conversion from legacy system to DSI, an Oracle-based circulation system
which manages billing, sales and delivery for daily newspapers. DSI, now an industry
standard, was then still under development and had never been tried on an operation as
large as Richmond Newspapers.
* Identified system and process problems in previous circulation software.
* Defined requirements for new circulation system to improve speed, accuracy, and
accessibility in customer service.
* Analyzed problems and developed solutions using custom MS-Excel applications to
facilitate faster and more accurate transaction processing.
* Employed MS-Excel to support programming department in searching, configuring,
verifying, and correcting database for new circulation system.
* Developed methods of mining data, to improve accountability in both department and
individual staff performance. Maintained subscriber database.
* Designed, developed, and conducted classes for training circulation phone
representatives in use of the subscription billing system.
George R. LeSauvage
1102 Willow Lawn Dr.
Richmond VA 23226
page 2 of 2
Professional Experience (continued)
Office Pay Representative, Richmond Newspapers Inc., 1989-1996
Resolved customer problems with billing accounts during the corporate consolidation of
the Times-Dispatch and News-Leader. As part of the Richmond Newspapers Training
Committee, helped oversee a company-wide revision of employee training procedures.
Mail Subscriptions Coordinator, Richmond Newspapers Inc., 1989-1992
Processed payments on subscription orders. Maintained and corrected mail routing
database.
Credit Coordinator, Richmond Newspapers Inc., Richmond VA., 1987 -1989
Audited and reconciled advertisers' account problems on a proprietary computer system.
Resolved issues involving billing, account reconciliation, account adjustments,
collections, and posting payments. A complete rebuild of the system required migrating
to new software and procedures without loss of effective service.
Education:
University of Virginia, Charlottesville, VA.
Bachelor of Arts in Philosophy, December 1984.
References:
Elwyn Darden
acd8h6@r.postjobfree.com
William Jorgenson
acd8h6@r.postjobfree.com
William Turnage
acd8h6@r.postjobfree.com
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