Jonathon Marlowe
Danielsville,GA
Summary
With 15 years of experience in customer service, I am dedicated to contributing to the success of any business. Understanding the importance of people in driving an organization's success, I have served corporate clients and managed their banking and financial needs. I have also provided caring and ministerial support to individuals from diverse backgrounds. By combining these valuable experiences, I am thrilled about the chance to serve the people of Athens and help them achieve their wealth and financial goals.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Operations Director
Southside Church
10.2023 - Current
- Developed strategic plans for ministry growth, enabling the church to increase discipleship and increase engagement.
- Reviewed financial and operational reports on regular basis to make effective decisions.
- Initiated change management strategies that effectively addressed employee concerns while driving forward organizational transformation efforts.
- Collaborated with executives to develop and execute strategic ministry initiatives for multi-site church.
- Mentored staff members, providing guidance and support that led to enhanced professional development and increased job satisfaction.
- Managed budgets with accuracy, consistently staying within allocated funds without sacrificing operational goals or objectives.
- Built strong relationships with stakeholders at all organizational levels, fostering collaboration between departments for optimal results.
- Led cross-functional teams to successfully execute complex projects on time and within budget constraints.
HOA Account Manager & Team Lead
First Century Bank, N.A.
10.2015 - Current
- Used software tools including: Microsoft Excel, Microsoft Word, Microsoft PowerPoint, Microsoft Outlook, Foxit Phantom PDF Formatter, Bank specific software including: Q2 Online Banking Software, Co-Pilot document processing software, Core banking software, Alchemy document storage software, Bank web interfaces including: Debit card management website, Wire inputting website, ACH software website, Promontory Network treasury website, In-house HelpDesk/Ticket system software
- Supervised office staff
- Trained employees on work procedures
- Managed overall department performance
- Ensured proper staffing levels
- Provided status updates of office activities to senior management
- Revised procedures to improve office efficiency
- Prepared reports
- Acted as a liaison with other departments
- Maintained effective working relationships with employees
- Planned and assigned work
- Resolved customer complaints
- Job specific items: Manage day-to-day needs of property management accounts for property management partners
- Manage call center staff and assist with promoting great customer service and resolving customer issues
- Offer direct support to the bank operations team regarding wire activity, ACH, online banking, bank reporting and trouble-shooting issues
- Confer with mid-level and senior management on bank initiatives and procedural development and improvement
- Assist with high level projects and utilize effective planning strategies to ensure proper execution of goals
Assistant to the Director of Operations
Dialamerica
06.2013 - 10.2015
- Used software tools including: Microsoft Excel, In-house payroll software, In-house reporting databases
- Compiled and posted employee payroll data
- Computed employee hours, production, commission, wages
- Prepared paychecks
- Reconciled payroll discrepancies
- Managed time sheets
- Prepared and distributed certified payroll reports
- Processed terminations
- Voided checks as necessary
- Recorded data concerning transfer of employees between departments
- Recorded employee information, transfers, resignations
- Job specific items: Aided the Director of Operations with payroll needs for 200-300 person call center
- Oversaw the day-to-day needs of the 25,000 sq
- Ft
- Facility including maintenance repair calls, vendor relations, cleaning staff, plumbing, electricity needs and general upkeep
- Worked with senior level managers to resolve conflicts within the call center, move the company forward and promote an effective workplace culture
Call Center Agent
Dialamerica
06.2010 - 05.2013
- Used software tools including: In-house script generation software
- Spoke with customers by phone
- Provided information about products and services
- Took and recorded orders
- Received and processed incoming phone calls from customer or client base
- Recorded details of customer transactions, interactions, inquiries, complaints, comments
- Prioritized data entry daily to ensure customers' needs were met
- Ensured that appropriate changes were made to resolve customer concerns
- Effectively identified customer concerns over the phone
- Arranged for billing
- Determined possible causes of customer complaints
- Provided sales support
- Job specific items: Trained on 20 different client programs including sales, customer support and technological advising calls
- Served as a tutor and mentor to other call center agents that need additional assistance and coaching
Education
Bachelor of Science - Business Administration
Liberty University
Lynchburg, VA01.2017
Associate of Arts - Communications
University of North Georgia
Gainesville, GA01.2013
Skills
- Banking
- Business Communications
- Call Center
- Coaching
- Corporate Finance
- Customer Relations
- Customer Service
- Customer Support
- Data Entry
- Database Administration
- Executive Management
- Human Resources
- Mentoring
- Microsoft Excel
- Microsoft Office
- Microsoft Outlook
- Microsoft Powerpoint
- Microsoft Word
- Networking
- Operations Management
- Payroll Processing
- Project Management
- Property Management
- Reporting
- Sales Support
- Staffing
- Strategic Planning
- Treasury
- Troubleshooting
- Vendor Relations
Certification
- Executive Management Certified, Management and Strategy Institute, 2018
- Project Management - Lean Process Certified, Management and Strategy Institute, 2018
- Six Sigma Green Belt Certified, Management and Strategy Institute, 2018
Timeline
Operations Director
Southside Church
10.2023 - Current
HOA Account Manager & Team Lead
First Century Bank, N.A.
10.2015 - Current
Assistant to the Director of Operations
Dialamerica
06.2013 - 10.2015
Call Center Agent
Dialamerica
06.2010 - 05.2013
Bachelor of Science - Business Administration
Liberty University
Associate of Arts - Communications
University of North Georgia
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