Charity Edwards
Muscatine,IA
Summary
Results-driven leader with a proven track record in enhancing client experience and team performance across multiple offices. Strengthened operational execution through effective coaching, workflow stabilization, and performance metric implementation. Expertise in monitoring team dynamics, delegating tasks, and fostering collaboration to develop innovative solutions.
Overview
21
21
years of professional experience
Work History
Pre-season MTL/Multi-Team Leader/CDAS Caption
H&R Block
Muscatine, Iowa
01.2019 - 08.2026
- Managed daily operations for multiple offices, ensuring staffing and preparation for consistent, professional client experiences.
- Coached tax and client service professionals through real-time observations and performance insights, enhancing execution and consistency across all offices.
- Analyzed office performance trends and implemented targeted actions to improve client acquisition, retention, and overall business results.
- Improved client experience by reinforcing documentation standards, front-desk behaviors, and consultative service expectations.
- Led seasonal preparation including supplies, equipment, onboarding, and workflow planning to ensure offices were fully prepared for demand.
- Facilitated district operations during hiring transitions by traveling to offices to stabilize workflow and reinforce performance expectations.
- Built a confident, accountable team culture through recognition, structured communication, and clear performance expectations.
Social Services & Workforce Development Roles
GoodWill Employment Services
Muscatine, Iowa
03.2005 - 01.2019
- Facilitated client support through proactive case management and workforce readiness coaching, enhancing client engagement and preparedness for the job market.
- Coached clients with mental and physical disabilities, improving their employability and readiness for competitive job opportunities.
- Guided clients in overcoming barriers to secure sustainable community employment opportunities, fostering independence and self-sufficiency.
- Documented accommodations to ensure successful work experiences for clients.
Education
High School Equivalency Diploma -
Muscatine High School
Muscatine, IA01-1996
H&R Block Tax Associate Credential -
Leadership & Coaching Coursework -
Multi-Office Management Training -
Skills
- Client experience enhancement
- Performance metrics analysis
- Operational readiness
- Staffing and labor management
- Compliance and SOP execution
- Multi-office leadership
- One-on-one meetings and daily huddles
- Coaching and talent development
- Relationship building
- Cross-office communication
- Communication proficiency
- Team motivation
- Client service excellence
- Service level agreement management
Education And Certifications
- High School Equivalency Diploma (GED)
- H&R Block Tax Associate Credential
- Leadership & Coaching Coursework
- Multi-Office Management Training
Core Capabilities
- Multi-Office Leadership
- Client Experience Enhancement
- Coaching & Talent Development
- Operational Readiness & Workflow Stability
- Staffing, Scheduling & Labor Management
- Compliance & SOP Execution
- Performance Metrics & Trend Analysis
- Seasonal Preparation & Office Setup
- Cross-Office Communication & Alignment
- Team Accountability & Culture Building
Timeline
Pre-season MTL/Multi-Team Leader/CDAS Caption
H&R Block
01.2019 - 08.2026
Social Services & Workforce Development Roles
GoodWill Employment Services
03.2005 - 01.2019
High School Equivalency Diploma -
Muscatine High School