Associate Team Leader Client-Focused Operations Specialist

Gracie P. Hayman **** Seton Villa Lane Wilmington DE 19809 302-***-**** *************@*******.***

PROFESSIONAL SUMMARY

Dynamic Associate Team Leader with a proven track record in enhancing team performance and client satisfaction. Skilled in MS Office and adept at optimizing schedules, I foster a customer-centric environment that drives productivity and engagement. My organizational expertise and strong communication skills have consistently led to successful project completion and improved office operations. Ambitious in setting and achieving goals, ensuring high performance and team cohesion. Assertive leadership style that drives results and inspires team members to excel.

EXPERIENCE

HR Block, 2616 Philadelphia Pike, Wilmington Delaware Associate Team Leader, November 2024 – Present

Supports the Multi-Unit Team Leader, serving as onsite point of contact for tax office associates and clients, ensuring quality and consistent execution that will allow us to promote the value of H&R Block

Execute and hold all tax office associates accountable to Standard Operating Procedures (SOP) execution and client service experience, with escalation to the Multi-Unit Team Leader and District General Manager as necessary

Serve as point of contact for onsite escalated client service concerns

Ensure clients are scheduled properly and conflicts are resolved, with escalation to the Multi-Unit Team Leader and District General Manager as necessary

Lead the office from the front desk, providing phone coverage and engaging with clients to deliver an outstanding experience

Lead daily activities to ensure that all tax office associates are scheduled, and work is completed according to deadlines, with attention to quality standards, priorities and overall goals

Lead daily huddles and communicate essential information to office associates

HR Block, 2616 Philadelphia Pike, Wilmington Delaware Associate Team Leader, November 2023 – April 19, 2024

Supports the Multi-Unit Team Leader, serving as onsite point of contact for tax office associates and clients, ensuring quality and consistent execution that will allow us to promote the value of H&R Block

Execute and hold all tax office associates accountable to Standard Operating Procedures (SOP) execution and client service experience, with escalation to the Multi-Unit Team Leader and District General Manager as necessary

Serve as point of contact for onsite escalated client service concerns

Ensure clients are scheduled properly and conflicts are resolved, with escalation to the Multi-Unit Team Leader and District General Manager as necessary

Lead the office from the front desk, providing phone coverage and engaging with clients to deliver an outstanding experience

Lead daily activities to ensure that all tax office associates are scheduled, and work is completed according to deadlines, with attention to quality standards, priorities and overall goals

Lead daily huddles and communicate essential information to office associates

HR Block, 4105 Market Street, Wilmington Delaware Associate Team Leader, January 2023- April 18, 2023

• Partnered with the District General Manager to create and implement office-level growth plans, which includes developing local partnerships and managing office community involvement

•Serve as point of contact for onsite escalated client service concerns

•Ensure clients are scheduled properly and conflicts are resolved

•Lead daily activities to ensure that all tax office associates work is completed according to deadlines, with attention to quality standards, priorities and overall goals.

•Build an engaging team environment by training and coaching associates to execute on Standard Operating Procedures (SOP) and recognizing outstanding associate contributions

•Lead daily team meetings and communicate essential information to tax office associates

•Create associate work schedules and ensure accurate timekeeping and overtime management

Trinity Lutheran Church, Philadelphia PA

Office Administrator, June 2002 - 2023

Keeping accurate financial records.

Supervising staff and volunteers.

Managing the church’s schedule of events.

Overseeing the maintenance, safety, and security of the church building and grounds.

Coordinating repairs and renovations.

Managing contracts with vendors.

Organizing church events.

Ensuring the proper functioning of utilities and equipment.

in touch with all groups, compiling minutes and reports, helping with budgets, etc.

Block Advisors 1320 Marsh Road, Wilmington Delaware Customer Service Representative January 2020-April 2020

Greeted Clients in a personalized, friendly and inviting manner

Dealt directly with customers either by telephone, electronically or face to face

Obtain and evaluate all relevant information to handle service inquiries

Organized workflow to meet client’s time frames

Schedules appointments, gave information to callers

Generated reports, handled multiple projects, and prepared and monitored invoices and expense reports

Accepted and processed payments, balanced cash drawer, Corrected discrepancies and made necessary adjustments, Made night deposits

Direct requests and unresolved issues to the designated resource

Processed orders, forms, applications and requests

Maintained Office cleanliness and organization of resources with team members

Block Advisors, 1320 Marsh Road, Wilmington Delaware Customer Service Representative January 2019-April 2019

Greeted Clients in a personalized, friendly and inviting manner

Dealt directly with customers either by telephone, electronically or face to face

Obtain and evaluate all relevant information to handle service inquiries

Organized workflow to meet client’s time frames

Schedules appointments, gave information to callers

Generated reports, handled multiple projects, and prepared and monitored invoices and expense reports

Accepted and processed payments, balanced cash drawer, Corrected discrepancies and made necessary adjustments, Made night deposits

Direct requests and unresolved issues to the designated resource

Processed orders, forms, applications and requests

Maintained Office cleanliness and organization of resources with team members

ADDITIONAL SKILLS

Prior experience working in customer service or similar role

Strong organizational skills and ability to plan and manage day-to-day office operations

Customer-centric mindset and strong communication skills

Computer proficient with the ability to use MS Office

Demonstrated ability to work independently with minimal supervision

Passionate, determined, resilient under stress and a will to win attitude

REFERENCES

Evelyn Blackwell 616 Elkins Avenue Philadelphia PA 19120 215-***-****

Kia Heard 2403 Walnut Ridge Pottstown PA 19164 484-***-****

Vera Graham 6940 Ogontz Avenue Philadelphia PA 191**-***-***--0166

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