Program Manager Business Services

FREDRIKA R. HILL

904-***-**** ️ ****.********@*****.***

Professional Summary

Results-driven Business Services Program Manager with over 20 years of experience in Workforce Development. Adept at leading high-performing teams, exceeding local, state, and federal performance metrics, and implementing strategic initiatives to enhance business services. Proven ability to develop policies, oversee compliance, and drive continuous improvement in workforce programs. Recognized for strong leadership, problem-solving, and workflow optimization skills.

Professional Experience

CareerSource Northeast Florida

Business Services Program Manager October 2001 – Present

Provide regional oversight and training for CareerSource NEFL Business Services professionals using Employ Florida.

Consistently exceed state and local performance expectations through strategic program management and execution.

Develop and implement regional policies, ensuring compliance with local and state regulations.

Lead and mentor a team, fostering a culture of high-quality customer service and continuous professional growth.

Collaborate with leadership to establish governance frameworks and improve operational efficiency.

Analyze labor market trends to align CareerSource NEFL services with targeted industries.

Oversee Business Services Call Center operations, including staff scheduling and task delegation.

Represent CareerSource NEFL in statewide Workforce Development Board initiatives, contributing to best practice standardization.

United Way of Northeast Florida

Tax Site Coordinator (Seasonal) January 2002 – Present

Manage the planning, programming, budgeting, and operations of a high-volume tax site.

Recruit and train volunteers to ensure compliance with IRS tax preparation standards.

Oversee tax preparation services, ensuring accuracy and adherence to tax laws for individuals and small businesses.

Track and report site activities to measure impact and maintain compliance with IRS and United Way requirements.

Intuit, Inc.

Tax Preparer (Seasonal) 2020 – 2024

Provided expert tax preparation services for individuals and small businesses, ensuring full compliance with tax laws.

Assisted clients with tax planning strategies to optimize financial outcomes.

Education

Master of Business Administration (MBA) (March 2025)

University of Phoenix

Bachelor of Science in Interdisciplinary Social Science (May 2008)

Florida State University, Tallahassee, FL

Key Skills

Workforce Development & Program Management

Leadership & Team Development

Business Services Strategy

Policy Development & Compliance

Labor Market Analysis

Performance Optimization

Customer & Stakeholder Engagement

Tax Preparation & Financial Compliance

Certifications & Training

IRS-Certified Tax Preparer (United Way Volunteer Income Tax Assistance Program)

Workforce Development Leadership Training

Commissioned Notary

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