1. C l to ppi n@ gm ai l .co m ( 678) 207 -9969
Cheri Toppin 7105 Blairs View Ct, Austell GA, 30168
Objectives
Results oriented project manager experienced in planning, managing, and executing projects while
driving increased productivity, customer satisfaction, and increased profits. Successful in developing
project plans and resource allocation. Excellent oral and written communication skills as well as
committed team player with keen problem solving abilities.
Professional Experience
Service Advisor – AutoTrader, Atlanta, GA▪ August, 2014 - Present
o Provide troubleshooting and problem resolution for customers including billing inquiries,
technology issues, inventory issues, and products and features
o Identify root causes through probing questions and expert knowledge of AutoTrader.com
organization, products/packages, process, and technology
o Enter and maintain all customer information including changes and updates to customer
accounts
o Function as a subject matter expert and provide knowledge sharing to Sales and Dealers about
products, processes, and technology. Serve as a resource for UAT training and new product
testing
o Provide Simply Outrageous Service to all customer inquiries by owning the issue/question
until resolution and following through with the customer
o Interact directly with new Dealers to setup and confirm access to merchandising tools are
working properly
o Order Fulfillment
o Review and interpret new sales orders and contracts. Work directly with Dealer Sales to ensure
all information is correct and complete
o Enter sales orders into the system with accuracy and proficiency
o Monitor contract compliance and verify pricing
o Create new customer profiles
o Maintain expert level of product and package knowledge
o Queue Management
o Prioritize and manage multiple work items and ensure timely follow-through and completion
in accordance with business rules
o Identify work that is out of scope and appropriately redirect tasks or escalations to designated
department or individual
Dealer Concierge – AutoTrader, Atlanta, GA▪ April, 2012 – 2014
o Effectively work with Sales, Dealers, & Management in a fast paced, constantly changing
environment while meeting departmental goals.
o Passion for providing excellent Customer Service while educating Sales & Dealers on Systems
& Processes.
o Provide troubleshooting & resolution for Dealers & Sales on Billing, Choice Ads, Inventory,
products & features.
o Eager to learn & demonstrate initiative
o Proven fast learner, easily adapt, & flexible.

2. o Take ownership of every issue that comes my way to ensure that Sales, Dealer, or
Management receives proper resolution in a timely manner, with a positive attitude
o Recognized regularly for demonstrating accountability for actions
o Demonstrate common sense when performing task.
o Train new hires
o Provide responsive timely telephone & email support to Dealers, Sales, & other internal clients
o Distribute reports to Sales, Dealers, & internal clients
o Resolve issues upon initial contact when possible
o Maintain strong understanding of Auto Trader.com products & services
o Participate in projects to develop & improve on internal systems & processes
Advertising Consultant – Atlanta Journal Constitution, Atlanta, GA▪ March, 2008 – April, 2012
o Assessed customers prospect’s needs and recommended most suitable application of products
to satisfy stated needs
o Paid close attention to detail and delivered accurate, high quality products and services
o Consistently met and exceeded management defined activity, revenue and product goals
o Met management and/or process defined deadlines. Maintained flexibility and reacted to
changes appropriately
o Demonstrated unquestionable integrity in every aspect of work and dealing with others
o Assumed accountability for personal growth and productivity
o Executed daily transactions with minimal errors
o Effectively built and maintained relationships/partnerships
o Managed work time efficiently & performed assignments without supervision
Skills
 Microsoft office
 TSYS
 PEGA
 FDR Systems
 CRM,
 Fastlane,
 Dealersite
Education
Kennesaw State, Kennesaw, GA ▪ 2003-2004
Morris Brown College, Atlanta, GA ▪ 2000-2002
Training/Community Involvement
 Project Management Essentials
 Polishing Your Presentation Skills
 Breakthrough Performance
 Communicating with Style
 Situational Self Leadership
 Communicating for Success Everyday
 Critical Thinking – For Customer
Operations
 The 5 Choices to Extraordinary
Productivity