Gregory Seeley has over 15 years of experience in customer service, account management, and supervision. He has held various roles at TechSoup, including customer service representative, supervisor, and account management specialist. He also has experience in the healthcare industry as a case manager at Genentech Access Solutions. Seeley has a BA in History and French from the University of San Francisco and studied abroad in France. Additionally, he has 13 years of experience as a historical reenactor portraying various roles.

1. Gregory Seeley
100 McLellan Dr. #3121 South San Francisco, Ca 94080
gregory.seeley@gmail.com
Education
University of San Francisco, San Francisco, CA 2003-2006
FultonSt,San Francisco,CA 94117
B.A. History, French (GPA 3.5)
L’Universite Catholique De L’ouest, Angers, France 1996-1998
3 Place André Leroy, 49100 Angers, France
Foreign student program, completed studies in Language, History, and Literature
Experience
Genentech Access Solutions: 2014-2015
Case Manager (Temporary contract position)
Organized and coordinated patient accounts regarding medical treatment and coverage and
reimbursement.
 Managed individual cases ensuring proper compliance to both Insurance Payer policies
and Health Care Provider (HCP) preferences.
 Followed up with both HCP and Patient to ensure up-to-date data was on file to facilitate
verifying coverage and ensure Health Insurance Portability and Accountability Act
(H.I.P.P.A.) compliance
 Reached out to HCPs to obtain needed information and follow up to insure the timing of
deliverables was compatible with the scheduled treatment.
 Worked with Copay Assistance Foundations who assisted low income patients in
covering the cost of obtaining medication when they were not fully ensured.
 Reached out to Patients, verifying both company privacy as well as patient privacy and
reviewed treatment coverage with the Patient, inquired as to their interest, need and
eligibility for copay assistance, and often Warm Transferred the Patient to a Copay
Assistance Foundation by getting a Foundation representative on the phone and then
connecting the Patient and Representative so that the Patient could be easily enrolled.
 Identified Potential Adverse Events both live (while speaking with Patient), or when
reviewing documents, and reported them to U.S Drug Safety (An Adverse Event is an

2. unwelcome or unexpected reactions to treatment, effects in Patient not consistent with
expectations, or prescriptions for medications not consistent with FDA approvals).
 Worked consistent with Quality Assurance expectations and was commended by my
Supervisor for my work.
TechSoup, San Francisco, CA 2014- Present
Account Management specialist
 Responsible for escalated issues for Partners and Products offered by TechSoup.
 Work Account Management issues from both phone and email.
 Work emails with escalated issues.
 Take escalations as needed from Customer Service Representatives.
 Work on improving the tools for resolving product issues.
 Take issues to Program Management team when appropriate.

TechSoup, San Francisco, CA 2010 – 2014
Supervisor
 Four years of supervising a team of between 7 and 12 Customer Service Representatives:
I was one of two supervisors for the floor.
 Responsible for monitoring productivity, attendance and QA and coaching to
weaknesses. Was also responsible for adjustments to standards and processes.
 Conducted weekly 1:1s where productivity was discussed, QA and individual concerns as
well as aspirations.
 I was assigned to the committee which evaluated the Standards and Processes for the
floor. I submitted a number of proposals for improvement of efficiency, some of which
were approved and implemented.
 I worked with senior management to developed and implemented career development for
those under my supervision which lead to a few of my reports being promoted.
 I interviewed and made the decision in hiring several people for the Customer Service
position, some of whom I ended up supervising.
 Organized the creation and implementation of training for incoming employees including
editing of existing materials and creation of new material. Created PowerPoint
presentations as well as Word files for the trainees.
 Created new hire forms for IT and Facilities for the creation of security passes and
database accounts.
 Handled expense reports for new hires through a temp agency as well as other office
expenses using ChangePoint (a payment tracking service).
 Dealt with both attendance and productivity issues including several disciplinary actions
up to and including termination.

3.  Regularly handled escalations of issues both dealing with internal problems, CSR
oversight, and partner problems and confusions
 I was the floor expert for our Microsoft program and the V.L.S.C. (Microsoft’s volume
licensing website).
 Worked with Corporate Donor Relationship Management to resolve issues arising both
from new Programs as well as changes to old ones.
 Worked with the EPMP (employee donation and matching programs) and guided
Microsoft employees through the VLSC and TechSoup.org to manage donations and
organize licenses.
TechSoup, San Francisco, CA 2006-2010
Customer Service Representative
 Four years handling customer service calls and E-mails as well as processing faxes and
other qualification issues. I also am responsible for the French Canadian calls, faxes, and
E-mails.
 Was responsible for handling French organizations issues
 Received numerous E-mails thanking me for my customer service
 Worked in shipping including inventory, UPS shipping procedures including label
creation, and boxing/envelope packing and preparation for shipping.
University of San Francisco, San Francisco, CA 2003-2006
Student Teacher, Peer Tutor for French, Language Lab
 I taught tutoring sessions consisting of 2-9 students. These were conducted in the target
language (French) and were designed to put into practice what was being taught in the
regular class. I did this during 5 semesters.
 Peer tutored students of every level on a one on one basis
 In charge of fellow tutor evaluations, did in class observations and submitted comments
 Responsible for creating lessons and tutorials to assist current and future tutors to get
students speaking in target language.
Barnes and Noble Booksellers, Colma CA 2000-2004
Bookseller, Supervisor, Colma branch
 Provided great customer service
 Ran the register, café, stocking, and shelf maintenance
 In charge of magazine section, managerial duties when managers were occupied
 Assisted in training of new employees
Non-professional experience:

4. Historical reenactment:
Reenactor/Title character/ Director, the Great Dickens Christmas fair
2001- Present
13 years working with 3 casts reproducing the world of Charles Dickens for the public
I worked 10 years as a dancer in “Fezziwig’s”cast based on the chapter in “A Christmas Carol”.
We dance with the public and taught newcomers to dance in a customer engaging environment
while remaining “in character”as being from the Victorian periods. At this time I portrayed
James Harthouse a character from the Dickens story “Hard Times”
In 2008 I had the honor of stepping into the role of Prince Albert the husband and consort of
Queen Victoria.
I developed the role working with the military reenactors and several other casts and gave
presentations and did customer interactive gigs on some of the military and civil events of which
Albert was a part. In 2011 I was given my own cast to continue this development. I also
submitted a proposal and was accepted for a stage dedicated to The Great Exhibition of 1851.
This stage contained 11 actors portraying the scientists and inventors of the period especially
those whose work was displayed in the Exhibition.
In 2014 I worked with members of my crew who had military reenactment experience to create a
new cast consisting of enlisted soldiers. I oversaw character development and historical
accuracy of their impressions.
I have taught workshops for the reenactors working the fair in speaking as French in character. I
taught them key aspects of the language and how that should affect speaking in English..