Sales Customer Service

Glenn Madsen

**** ******** ** ** ****** Ga *****

Home 770-***-****

***********@****.***

PROFESSIONAL SUMMARY

• Extensive Client Service Support Experience in a professional environment.

• Effective Communicator with verbal and written correspondence.

• Efficient in the use of various software applications (ie: Microsoft Office including Excel and Word).

• Proven ability to complete projects while multi-tasking and meeting deadlines and commitments.

• Experienced in handling clerical functions including data entry, record retrieval, and file maintenance. Typing Speed: 45 wpm

EXPERIENCE

Service Advisor Aug 2011 – Dec 2011

AutoTrader.com, Atlanta, Ga – Business Type: Car Advertising Website Support Center

Job Objective: To help support advertising sales and ensure advertising tools are successful for Automobile Dealerships.

• Performed troubleshooting and problem resolution for customers including billing inquiries, technical issues on the website, fixing social media links, and handling inventory issues.

• Provided knowledge training to Sales Representatives and Dealers about products and features, processes, and technology.

• Interacted directly with new Car Dealerships to setup and confirm access to merchandising tools were working properly.

• Reviewed and ensured that new sales orders and contracts were completed correctly. Worked directly with Dealer Sales to clarify any questions or to correct any errors that may have existed. Completed data entry of all sales orders into the system.

• Maintained and updated customer file information which included any changes to accounts as well as creating new customer profiles. Utilized CRM system as well as Microsoft Windows applications and Office software including Excel, Word, and Outlook.

Home Office Support Team Representative Dec 1992 – Jul 2001 Jan 2003- Jul 2009

American Funds, Norfolk, Va – Business Type: Mutual Fund Operations Support Center

Job Objective: To help maintain and retain millions of dollars in assets on mutual fund accounts while working for one of the top mutual fund companies in the country.

• Processed Data Entry of all records into client database. Performed record maintenance and file retrieval as well as other clerical functions such as scanning documents, retrieving imaged files, copying, and faxing.

• Provided Customer Service to internal and external clients in regards to handling requests for financial record information, retrieving documentation, doing research, providing solutions, resolving issues, and making corrections on mutual fund accounts.

• Sorted and distributed Reports on a daily basis to various departments. Generated correspondence via mail, email, and fax to clients in regards to follow up on various issues.

• Reviewed time sensitive legal documents to ensure requirements were met to complete financial transactions on shareholder accounts. Submitted documents for further processing and followed up to ensure records were returned in a timely manner.

• Completed daily analysis of trade reports to ensure accuracy of all automated trades placed by brokerage firms. Communicated on a daily basis via telephone and email correspondence with firms to assist them with correcting trading errors, advising them of any outstanding orders, informing them of policy and procedures, as well as providing client account information to them. Processed manual trade orders via telephone from brokerage firm’s order departments.

• Provided technical assistance, answered questions, and walked clients through online transactions via the company website. Researched, resolved, and followed up on outstanding issues regarding client accounts by making corrections as necessary and contacting client.

• Responsible for wire transfer reconciliation. Verified incoming wires by matching up contribution amounts with unidentified excel spreadsheets and processed accordingly. Initiated action to resolve any discrepancies or outstanding wires.

• Posted Client financial requests via internal software systems. Processed payments, ACH financial transactions, exchanges, investments, and redemptions of shares. Received, input, and tracked manual trade orders placed from brokerage firm’s order departments.

• Processing transactions completed with Windows XP system, Share, DST TA2000 brokerage accounting system, Microsoft Office including Excel, Word, and utilized Lotus Notes and an Imaging system while working with multiple screens simultaneously.

•Participated in weekly meetings to review new policies and procedures within the company and industry. Coordinated conference calls to discuss the progression of ongoing projects.

EDUCATION

Associate Degree, Business/Travel Industry Mgmt

Black Hills State University, Spearfish, SD

CERTIFICATIONS

Georgia Work Ready Certification- Level- Gold Plus

Certificate # X5X2G9CB88SM Issue Date- 10/18/2010

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