Experienced Manager

Nellie R. York

*** ********** ****** **, ***. ***

Gainesville, GA 30501

Telephone 770-***-**** / Email ******.****@*****.***

Summary

Manager with over 15 years experience in Tax Office Operations within fast-paced environments, ability to lead and motivate employees. Familiar with all aspects of daily business operations including; Budgets, Personnel, Human Resource Issues, Contract Negotiations, Payroll, Real Estate Expansion, Marketing Plans, Build Teams, Tax Preparation and numerous administrative functions.

Education and Training

Itawamba Community College

H&R Block Income Tax Training School

Accelerated Management Training Program (H&R Block)

Situational Leadership

H&R Block Leadership Series:

• “Cascading Information”

• “Teamwork & Collaboration”

• “Coaching & Feedback”

The Institute for Management Studies:

• “Reaching the Next Level: It’s All about Motivation, Cooperation and Trust”

• “Leading vs. Managing: The Difference is Your Key to Success”

• “Keeping People Engaged and Motivated in Times of Unremitting Change”

• “A Manager’s Guide to Making the Most of Nonstop Change”

• “Becoming an Uncommon Leader: Communication, Support and Trust”

Proficient with Word, Excel, PowerPoint, Star Web, People Soft HRMS

Professional Experience

District Manager, H&R Block, Gainesville, GA 2004-2008

Effectively recruit, train and motivate associates in order to provide an outstanding client experience and to increase client retention and referrals; develop business and local marketing plans to increase client growth with community involvement and real estate expansion, maximize labor efficiency to meet revenue and profitability targets.

Convert a franchise owned area with three offices and 16 associates to company owned district in 2 ½ months. This included:

• Remodel and equip existing office locations with upgrade

• Recruit 12 of the former associates

• Recruit and train an additional 32 tax professionals and 20 client service coordinators

• Lead Real Estate Team and opened 2 additional office locations serving 9,600+ clients

• Create $500,000 net profit in the first tax season

During the second year after converting the district from Franchise to Corporate:

• open 3 additional locations

• Recruit and train team of 10 instructors to facilitate training

• Recruit and train 7 Office Leaders, a district operations specialist, district marketing coordinator, tax school coordinator and district employment assistant

The district now has 7 locations and is well staffed with 75 tax professionals and 30 client services coordinators. The client satisfaction scores exceed the national average; our prior client retention percentage is the highest out of 20 districts in Georgia. Associate retention exceeds target every year by 4.5%. Target revenue projections for the District have been exceeded every year.

Assistant District Manager, H&R Block, Decatur, GA 2002-2004

Effectively assist District Manager with all duties within the District including:

• Interview and hire 175 associates

• Inventory and Expense Management for 12 offices

• Recruit, mentor and train 10 instructors, 12 office leaders, 50 client service coordinators and 125 tax professionals

• Plan annual awards banquet for 175 associates

• Resolve client concerns

• Maximize labor cost efficiency

• Develop and implement District marketing plan

• Implement corrective action plans regarding associate conduct

• Maintain compliance of company Policy and Procedures

Successfully complete 2004 Accelerated Management Training Program (AMTP) with additional training in preparing budgets, Profit and Loss, effective use of Business Planning Tool, labor efficiency, handling associate challenges, scheduling, Tax Training School (TTS), field real estate, bonus compensation, presentation and communication skills.

Additional Projects and Duties

• District Marketing Team Coordinator

• Metro Atlanta Latino Committee

• Associate Satisfaction Focus Group

• Interim District Manager

• Metro Atlanta TTS Marketing Team

Office Manager, H&R Block, Lawrenceville, GA 1999-2002

Effectively manage the tax office located at 455 Grayson Highway, Lawrenceville, GA 30045. This office service the highest number of clients in the District completing 4,242 tax returns producing revenue of $497,505.00. Received a “Meets Expectations +” (Results consistently meet and often exceed requirements and expectations) for Client Service and Quality Management on Office Manager Performance Review.

Additional Projects and Duties

• Facilitated Tax School Seminars

• Planned Training Calendar

• Conduct Interviews

• Assist with associate bonus calculation

• Provide customer assistance with IRS letters

Tax Professional & Receptionist, H&R Block, Lawrenceville, GA 1991-1992, 1994-1996, 1998

Completing tax theory training classes in individual income tax preparation, rental real estate, sole proprietorship, retirement income, retirement distributions, clergy, employment taxes, investment income, disposition of assets, depreciation of business property and personal property. Completing 100+ tax returns each year while working part-time. Scheduling appointments, collecting payments, and assisting clients and tax professionals as needed.

Business Manager, South Supply, Inc., Monroeville, AL 1997

Responsible for setting up payroll, billing, accounts payable, banking and records utilized for corporate tax returns for newly opened local business.

References

Available upon request.

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