Sales Customer Service

JON ROCKWOOD

**** ***** ****** #**, ******* Point, WI 54481 770-***-**** ************@*****.***

KEY SKILLS & STRENGTHS

Customer Care & Service

Mentoring

Payroll

Project Coordination

Mortgage Operations

Accounting

Health Care Center Bookkeeper 02/2016 – Present

Portage County Health Care Center

•Prepare bi-weekly payroll utilizing the Kronos Timekeeping system and reconcile the data to ensure compliance with federal and state law, and Human Resources policies.

•Supports and educates staff members with payroll questions and resolve issues related to the Employee Self-Service system.

•Assist with new hire paperwork, changes in position for existing employees and termination paperwork.

•Assist with completing criminal background checks for new hires and compliance related background checks on existing staff.

•Assist in the reconciliation of accounts to ensure accuracy, complete general journal entries, and provide detailed reports to HCC leadership members.

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Consumer Sales and Customer Service Representative 03/2008 – 03/2015

AT&T Corporation

Atlanta, GA

•Resolved customer complaints, researched billing inquiries and addressed general service questions.

•Responsible for customer account adjustments to preserve and collect revenue.

•Facilitated communication across functional departments to resolve account issues including technical support, billing, collection and sales.

•Processed relocation and Transfer of Billing responsibility transactions for consumer and business accounts.

•Achieved top 10% in all sales metrics and customer satisfaction surveys.

•Managed customer retention activities, sales and issue resolution for consumer services.

•Resolved escalated incidents and mentored junior Call Center Representatives.

Accounting/Secondary Marketing Operations Manager 09/1994 – 12/2003

Pine State Mortgage

Atlanta, GA

•Managed $30M warehouse line of credit portfolio.

•Negotiated terms of credit lines for funding-fee structure and rates with bank warehouse lenders.

•Established and maintained business to business relationships with mortgage insurance companies, banks, and private trading partners.

•Partnered with IT department to test and implement new software packages and updates to existing systems.

•Conducted audit and compliance activities on files as needed to meet mortgage insurance and warehouse bank regulations.

•Conducted team sessions with department personnel to ensure timeline closing, funding and delivery of loans to secondary markets.

•Developed correspondent relationships with private lenders and banks serving as the proxy point of contact to the Vice President of Secondary Marketing.

•Identified creative solutions to operational challenges and managed the implementation of new procedures.

•Worked extensively with the Accounting department on reconcilements of warehouse lines, funding notices, expense accounts and commission reports.

•Received Employee of the Year award.

Mortgage Post-Closing Specialist/Courier 01/2004 – 03/2008

Pine State Mortgage

Atlanta, GA

•Served as document courier for mortgage and title insurance companies delivering and picking up legal documents associated with real estate transactions, legal title work and mortgage insurance documents.

•Served as Post Closing Specialist for Market Street Mortgage in 2006.

•Managed closing of branch offices and proper accounting and disposition of legal files for corporate headquarters.

EDUCATION

2015

Mid-State Technical College

Tax & Business Accounting courses

1987, Columbia College

Bachelors, Administration of Criminal Justice and Psychology

COMMUNITY INVOLVEMENT

2015

VITA (Volunteer Income Tax Assistance)

•Worked with low income individuals to provide income tax preparation and advisement tax services for 2015 taxes.

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