Carol Ambrusch
H & R Block
Telford,PA
6
years of professional experience
Multi-Team Leader experienced in enhancing team performance and delivering exceptional customer service. Achieved operational efficiency through coaching and workflow optimization while leading teams to meet goals and improve processes. Focused on fostering collaboration and trust across departments, mentoring team members, and driving project success.
Work History
Multi-Team Leader
3 Years 7 Months- Led team in delivering exceptional customer service and tax preparation support.
- Ensured accuracy in tax filings by implementing thorough review practices.
- Streamlined workflow processes to enhance efficiency and reduce turnaround times.
- Trained and mentored new staff on operational procedures and compliance standards.
- Coordinated scheduling and resource allocation for peak season operations.
- Fostered a collaborative team environment to improve morale and productivity.
- Monitored performance metrics to identify areas for continuous improvement efforts.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Associate Team Leader
3 Months- Trained and mentored new associates on software tools and customer service protocols.
- Streamlined workflow processes, enhancing efficiency in client interactions and service delivery.
- Assisted in resolving client inquiries, improving satisfaction through effective communication strategies.
- Supervised team operations to ensure compliance with tax preparation standards.
- Coordinated scheduling for peak season staffing needs, optimizing resource allocation across teams.
- Evaluated team performance metrics to identify training needs and promote continuous improvement initiatives.
- Implemented best practices for time management, resulting in improved productivity during busy periods.
Client Service Professional
6 Months- Delivered exceptional client service by addressing inquiries and resolving issues promptly.
- Assisted clients in understanding tax preparation processes to enhance overall satisfaction.
- Responded to customer questions via phone, email, and in-person.
- Provided exceptional customer support, resulting in high retention rates and repeat business.
- Built strong relationships with clients, leading to increased trust and long-term partnerships.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Collaborated with team members to streamline workflow processes, improving efficiency in service delivery.
Education
Bachelor of Science - Nursing
Skills
Team leadership
Coaching and mentoring
Work Planning and Prioritization
Performance improvement
Problem-solving
Workflow optimization
Work prioritization
Coaching
Teamwork and collaboration
Goal setting
Timeline
Multi-Team Leader
H & R Block
01.2023 - CurrentRead More
Associate Team Leader
H & R Block
01.2022 - 04.2022Read More
Client Service Professional
H & R Block
01.2021 - 07.2021Read More
Cedar Crest College
Bachelor of Science from Nursing
Read More