Multi-Unit Operations & Team Leadership Manager

LORRI PORCO

San Diego County, California

Phone: 619-***-****

Email: ***********@*****.***

PROFESSIONAL SUMMARY

Results-driven management professional with 19+ years of leadership experience at H&R Block, specializing in multi-unit operations, employee development, performance management, and customer service. Proven success leading more than 35 employees across multiple locations while consistently achieving annual performance goals. Experienced in improving employee performance through coaching and development, managing staffing and operations during high-volume peak seasons, and resolving escalated customer concerns. Skilled in hiring, training, scheduling, performance evaluations, and team leadership. Recognized for motivating employees, maintaining operational efficiency under pressure, and delivering excellent customer service. Seeking a management position where extensive leadership experience and a commitment to operational excellence can drive business success.

CORE COMPETENCIES

Multi-Unit Operations Management

Employee Leadership and Development

Annual Goal Achievement

Employee Performance Improvement

Hiring and Recruitment

Employee Training and Coaching

Performance Reviews and Accountability

Workforce Scheduling and Coordination

Peak-Season Operations Management

Customer Service Excellence

Escalation and Conflict Resolution

Business Performance and Productivity

Operational Planning and Execution

Team Motivation and Engagement

Problem-Solving and Decision-Making

PROFESSIONAL EXPERIENCE

H&R BLOCK

Multi-Unit Team Leader 2005–Present

Lead, supervise, and coach more than 35 employees across multiple locations, maintaining a strong focus on performance, service quality, and business objectives.

Consistently achieve annual performance goals through effective team leadership, employee development, and operational management.

Improve employee performance through individualized coaching, constructive feedback, training, and ongoing performance monitoring.

Manage multiple locations during demanding peak tax seasons, coordinating staffing, scheduling, and operational priorities to maintain service quality and meet business demands.

Recruit, interview, and hire employees to support staffing requirements and business needs.

Train and develop employees to strengthen job performance, improve productivity, and deliver excellent customer service.

Conduct performance evaluations, establish expectations, address performance concerns, and encourage professional growth and accountability.

Coordinate employee schedules and staffing across multiple locations to support operational efficiency and customer demand.

Resolve escalated customer concerns using sound judgment, effective communication, and problem-solving skills while protecting customer satisfaction.

Address employee performance and workplace concerns professionally while promoting a positive, productive work environment.

Monitor progress toward annual goals and identify opportunities to improve employee effectiveness and team results.

Balance competing priorities across multiple locations while maintaining operational standards during high-volume periods.

Build strong relationships with employees and colleagues to encourage collaboration, accountability, and consistent execution of business objectives.

Maintain a customer-focused culture while supporting employee engagement, operational performance, and organizational success.

EDUCATION

University of California, San Diego — La Jolla, California

College coursework with an emphasis in Chemistry.

KEY QUALIFICATIONS

More than 19 years of management and leadership experience.

Proven ability to lead more than 35 employees across multiple locations.

Consistent achievement of annual performance goals.

Experience improving employee performance through coaching, training, and accountability.

Demonstrated ability to manage multiple locations during demanding peak seasons.

Experienced in hiring, scheduling, performance reviews, and employee development.

Strong customer service background with extensive experience resolving escalated concerns.

Transferable leadership skills applicable to operations, retail, financial services, healthcare administration, and customer service management.

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