ARMANDO A. AVENDAÑO
Block Advisors
ALEXANDRIA,VA
16
Years of experience
Results-driven MTL Manager with expertise in team leadership and customer service. Proven track record in implementing revenue growth strategies and enhancing staff development to achieve high client satisfaction and retention.
Work History
MTL Manager
15 Years 9 Months- Implemented strategic initiatives to drive revenue growth and client retention rates.
- Streamlined processes to optimize workflow and reduce turnaround times for clients.
- Developed training programs to enhance staff skills and improve service quality.
- Led team in delivering exceptional client service and tax preparation efficiency.
- Managed and motivated employees to be productive and engaged in work.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Collaborated with cross-functional teams to align operational goals with business objectives.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
- Organized professional development programs for staff, leading to improved performance and skill sets.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Education
Master of Science - Marketing
Bachelor of Arts - Economics
Skills
Revenue growth strategies
Client retention strategies
Customer service
Team leadership
Team management
Staff training
Staff development
Workforce planning
Schedule management
Time management
Decision-making
Problem-solving
Conflict resolution
Goal setting
Relationship building
Accomplishments
- Supervised team of 35 staff members.
- Achieved [Result] by completing [Task] with accuracy and efficiency.
- Resolved product issue through consumer testing.
Timeline
MTL Manager
Block Advisors
12.2010 - CurrentRead More
Colegio Mayor De Nuestra Señora Del Rosario
Master of Science from Marketing
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Universidad Cooperativa De Colombia
Bachelor of Arts from Economics
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