Customer Service Team Leader
Resume:
Julianne Santercole
adyqfw@r.postjobfree.com
EDUCATION
State University of New York College at Buffalo
Bachelor of Science, Business Administration
RELATED EXPERIENCE
H&R Block – Buffalo, NY
District Multi-Unit Team Leader July 2016 – Present Command Center – 23 offices from Niagara Falls to East Aurora, NY
• Manage office workflow and resolve client escalations.
• Create and implement strategies to consistently recruit top tier candidates for our management program.
• Manage highest volume pairing contributing to hitting revenue, client growth and EBTA for five years.
• Recruit new clients with virtual platforms and marketing.
• Facilitate work in progress prioritization plan at multiple offices.
• Develop and execute goal management spreadsheet for individuals, offices, and district to track associates training progress.
• Recruit, interview, onboard, and train yearly over 200 team leads, tax preparers and client service professionals.
• Monitor our appointment manager for multiple offices to ensure clients are being served in a timely manner to raise our customer centric scores.
• Enhance online appointment bookings by marketing our virtual tools and training staff on the new system.
David’s Bridal – Buffalo, NY August 2013 – October 2016
District Trainer
Store Manager
• Trained, supervised and evaluated over 30 mangers in Standard Operation Procedure that reduced employee turnover and increased district revenue by 11%.
• Ensured needs were met in a timely and orderly manner for employees and clients.
• Communicated with clients daily to ensure we gave great customer service to everyone.
• Attended and participated in continued professional development opportunities.
• Provided timely coaching, resulted in positive sales growth of over $100k.
• Ranked #1 store out of 298 stores in conversion and top 6 for all KPI for 2 years by strengthening customer service.
AWARDS
• Regional NY/PA/WV 2023 Recruiting, Hiring and Training Award
• Regional NY/PA/WV 2023 Top Service Quality Award
• Regional NY/PA/WV 2023 Client Target Achieved Award TECHNICAL SKILLS
• Microsoft Word, Excel, Publisher, PowerPoint and Outlook
• Krono Timekeeping
• Data Science & Analytics Hub
• Multi line phone system
COMMITTEES
• H&R Block Multi-Unit Team Leader Board Member
• H&R Block Multi- Unit Team Leader Advisory Board SKILLS
• Recruit skilled, efficient, and driven employees.
• Deescalating conflicts in the office, between staff and between clients and staff.
• Creating performance reviews for multiple job positions.
• Peer mentoring, coaching and talent development.
• Goal oriented. Able to prioritize tasks to generate the most efficient way to reach the end goal.
• Creating engaging trainings and presentations.
VOLUNTEERING
• Special Olympics Buffalo NY, 2017-2022
• Habitat for Humanity Niagara Falls NY, 2020
ASSOCIATIONS
• Women in Business- Canisius College Buffalo NY 2008-2019
• Marketing Leaders- Sales Force Amherst NY 2018-2022
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