Customer Service Office

Cynthia K. Broadwell

***** ****** ***** *****, ********, Colorado 80132

719-***-**** (H)

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

SUMMARY OF QUALIFICATIONS

Over 8 years of diverse problem solving and multi-tasking experience in H&R Block Tax Service

Characteristics include – Process oriented, leadership, pro-activeness, customer service, team player, accountability, loyalty, working with minimal supervision

Over 3 year’s professional experience including leading, managing, training in a diverse and energetic environment.

Demonstrated success, proven ability/track record, resulting in multiple end of season bonuses

Exceeded corporate and district goals every year

Well experienced at analyzing problems and formulating creative solutions

BS in Accounting

Records management, budget management, conflict management, manpower management, career counseling

PROFESSIONAL EXPERIENCE

2008-2015 H & R Block Income Tax Preparer. Prepared state and federal income taxes for clients to include amendments. Had direct interaction with IRS and State agencies. Worked under general supervision and in accordance with established company policies and procedures. Provided a variety of services related to income tax preparation. Had access to and regularly worked with information of a sensitive, highly confidential nature; and regularly dealt with diverse matters which required a deep knowledge of tax laws and the ability to use the tax preparation software. Additional office duties included answering phones, making appointments, filing confidential paperwork, taking payments, calling clients, making bank deposits.

Attended training and classes over 652 hours to certify in tax theory, current tax law and preparation of income taxes to comply with continuing education requirements each year (IRS requirement is minimum of 18 credits per year)

Prepared federal and state income tax forms and explained the outcome of the returns to each client. Also prepared amendments and handled IRS letters for clients

Accepted payments and did cash register reconciliations

Put together client packets and documents for the office

Answered phones and made appointments for office personnel

Handled customer service issues

First income tax preparer in the district to take and pass the RTRP (Registered Tax Return Preparer) exam required by the IRS

Yearly passed a minimum of one certification exam to increase tax level compensation

Attained yearly bonus at end of tax season based on performance

Exceeded goals for client retention and return counts each year

2010-2013 H & R Block Office Manager. Ensured outstanding client service. Set office goals and driving performance to exceed goals. Responsible for all office operations, local marketing, recruiting and staffing. Supervised, trained, and coached all tax office associates. Implemented company policies and ensured compliance. Served as a role model for associates on business development. Provided knowledge to all associates on tax laws and products. Prepared accurate and complete tax returns for clients. Assisted the District Manager with client retention and attained revenue goals. Conducted other duties as assigned.

Managed 8 personnel (7 tax preparers and 1 receptionist)

Always received outstanding evaluations from the District Managers

Functioned well under stress while working in a fast-paced environment.

Office exceeded H & R Block targets and goals every year.

Office received multiple awards for performance

Demonstrated strong administrative and organizational skills to plan, manage, and execute day-to-day office operations.

Demonstrated aptitude for business plan execution and desire to grow the business.

Prepared office schedules for two offices, ran reports and ensured office filing was conducted to standard

Conducted all the local marketing for two offices including printing fliers and visiting businesses

Mailed all outgoing correspondence

Proactively made phone calls to clients for the purpose of resolving client issues, thanking them and making appointments for office personnel

Conducted reviews and counseling for all office personnel in both offices

Reviewed and approved payroll for two offices on a weekly basis

2005-2006 Paraprofessional Teacher’s Aide Hollie Parsons Elementary School, Copperas Cove, Texas. Assist teacher in preparation and management of classroom activities and administrative requirements. Work under supervision of certified teacher.

Assisted teacher with class organization, instructional lessons and all functional activities

Assessed the children’s performance and maintained supportive, safe learning environment

2003-2005 Substitute Teacher Hollie Parsons Elementary School, Copperas Cove, Texas. Reported in a timely manner to the designated administrative office and staff upon arrival at the school site. Reviewed all plans and schedules to be followed during the teaching day as provided by appropriate supervisor. Maintained the established routines and procedures of the school and the classroom to which assigned. Taught the lesson (s) outlined and described in the substitute teacher’s plan as prepared by the absent teacher or School Director. Consulted as appropriate with the School Director or other appropriate supervisor before initiating any teaching or other procedures not previously specified in the substitute teacher plan. Assumed responsibility for overseeing student behavior in assigned classes and in any other supervisory assignments. Reported on the day’s activities at the conclusion of each teaching day per the routines established by the school. Followed all policies, rules, and procedures to which regular teachers are subject and which good teaching practice dictates. Performed such other related tasks and assumes such other related responsibilities as may from time to time be assigned by the School Director as appropriate.

Followed the teacher’s lesson plan for the day

Administered classroom work according to lesson plan

Assessed the children’s performance and maintained supportive, safe learning environment

1998-2000 Movie Theater Manager Regal Kiln Creek Cinema 20, Newport News, Virginia. Responsible for operations, supervising, cash handling, projection, usher, concession area, box office, inventory and customer service. Ensured that the cinema complied with health and safety legislations; recruited, trained, managed and appraised staff; promoted and marketed films; kept financial and statistical records on corporate software; made sure that excellent customer service was provided; dealt with customer inquiries and complaints; maintained cinema standards; motivated all staff to do their best in performing their duties; evaluated the performance of the cinema staff; and ensured that operating and accounting procedures and standards were obeyed.

Responsible for scheduling of personnel, execution of movies according to timeline, cash deposits and reconciliation of cash registers and customer service

Worked areas of the theater such as box office, café and concession

1987-1988 Secretary (Administrative Assistant) SMC Concrete Construction, Annandale, Virginia. Answered, screened and transferred inbound phone calls. Received and directed visitors and clients. General clerical duties included photocopying, fax and mailing. Maintained electronic and hard copy filing system. Retrieved documents from filing system. Handled requests for information and data. Resolved administrative problems and inquiries. Prepared written responses to routine enquiries. Prepared and modified documents including correspondence, reports, drafts, and memos. Scheduled and coordinated meetings, and appointments for managers or supervisors. Prepared agendas for meetings. Recorded, compiled, transcribed and distributed minutes of meetings. Opened, sorted and distributed incoming correspondence. Maintained office supply inventories.

Prepared documents for construction jobs, letters to clients, letters to jobsites and also prepared manpower forms

In charge of front desk reception, including 10-line phone system

SKILLS SUMMARY

Typing 60 WPM, Microsoft Word, some Excel, Power Point, email & internet, 10-line phone, copier, fax machine, Ellison die-cut machine, laminating machines, H & R Block software

EDUCATION

Austin Peay State University, Clarksville, Tennessee 1992

Bachelor’s Degree in Business Administration, Major - Accounting

REFERENCES AVAILABLE UPON REQUEST

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