Michael Walker Email & Phone Number

Greater Atlanta Area

Marietta, Georgia

Provide client support via phone and email for proprietary web-based investment manager database and analytic Software-as-a-Service applications and related products.Review and analyze institutional investment manager information submitted to and distributed through the company's website.Assist with oversight of proprietary investment manager database in regard to manager population and data completion, accuracy, and timeliness.Interact with investment managers via phone and email to assist with data distribution and solicit additional information.Create and maintain system user guides and lead ad-hoc client training sessions and implementations.Assist in the ongoing client service initiatives and interact with internal groups to facilitate implementation of system enhancements.

Greater Atlanta Area

Norcross, Georgia

• Trained new employees, existing Client Services staff and call center representatives on software systems, process, protocol and proper client etiquette• Received hundreds of escalated calls and emails per week about various product-related subject matter and resolved to client satisfaction efficiently • Assisted in weekly team meetings to address internal team and external client concerns, issues, changes or new procedures; collaborated with team to determine implementation plan for effective resolution or training• Served as subject matter expert and key contact for Financial Advisors, Broker Dealers, Investors, external Call Center and internal Sales & Marketing Teams on products, procedures, IRA’s and E-Business• Developed transition plan for online account services to move from proprietary internal website to external SalesForce-based website; helped trained Client Services team and implemented new system; informed and managed transition for Financial Advisors and Investors by performing QA, testing and tech support to ensure proper functionality• Provided change management leadership during company transition to simplified data transfer system; contacted, informed and educated Broker Dealers and Financial Institutions of the change and transition plan; performed QA, testing and weekly monitoring to ensure proper functionality• Provided focused service support for Broker Dealer operational areas• Managed and conducted research requests from Broker Dealers and Financial Advisors to verify Investor account details or provide procedures and/or documentation to correct discrepancy appropriately

Norcross, Georgia

• Handled inbound service calls from Clients, Financial Representatives, Broker Dealers and other Financial Institutions regarding general and specific account inquiries, high-level product knowledge of real estate investment trusts (REITs), and current financial industry information• Managed resolution of Client and Financial Advisor issues by communicating with internal and external specialists• Created, managed and followed-up on account service requests generated from incoming faxes, e-mails and phone calls• Provided dedicated regional support and assistance to the Sales team through the Regional Service Advocate Program