Summary
Overview
Work History
Education
Skills
Timeline
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FELCIA WILLIAMS-LOWERY

CHICAGO,IL

Summary

Proven leader with extensive experience at HR Block, adept in team management and analytical thinking. Excelled in elevating customer satisfaction and enhancing team productivity through motivational leadership and strategic problem-solving. Demonstrated success in staff development and conflict resolution, significantly improving operational efficiency.

Overview

8
8
years of professional experience

Work History

Associate Team Leader

HR Block
Chicago, IL
11.2019 - Current
  • Maintained accurate records of employee attendance, leave requests.
  • Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
  • Ensured compliance with company policies and procedures by all staff members.
  • Interacted regularly with customers via phone or email regarding product information.
  • Maintained daily inventory to facilitate successful material distribution.
  • Coordinated daily operations, ensuring team adherence to company policies and procedures.
  • Developed and implemented strategies to improve team productivity.
  • Assigned tasks to individual team members based on their strengths and abilities.
  • Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
  • Monitored performance of individual team members and provided feedback.
  • Motivated team members through recognition programs and performance-based incentives.
  • Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
  • Identified needs of customers promptly and efficiently.
  • Managed conflict resolution within the team to maintain a positive work environment.
  • Oversaw training and development programs to enhance team skills and knowledge.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Managed inventory and supplies to ensure materials were available when needed.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.

Senior Office Manager

HR Block
Chicago, IL
11.2017 - Current
  • Monitored inventory levels and placed orders when needed.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Answered phone calls, responded to emails, routed mail and coordinated courier services.
  • Implemented and maintained company protocols to facilitate smooth daily activities.
  • Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.
  • Handled scheduling and managed timely and effective allocation of resources and calendars.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Supervised staff members, organized schedules and delegated tasks.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Managed office inventory and placed new supply orders.
  • Maintained filing system for records, correspondence and other documents.
  • Ordered supplies and equipment to maintain adequate inventory levels.
  • Responded to customer inquiries via phone or email in a professional manner.
  • Assigned work and monitored performance of project personnel.
  • Delegated work to staff, setting priorities and goals.
  • Elevated customer satisfaction ratings by promptly resolving client and case issues.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.

Client Service Specialist

HR Block
Chicago, IL
11.2016 - Current
  • Performed data entry tasks for client records management.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Participated in weekly meetings with senior staff members discussing progress of ongoing projects.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Supported sales team members to drive growth and development.
  • Delivered exceptional client experience and encouraged repeat business.
  • Mentored junior team members and managed employee relationships.
  • Helped develop strategies for improving overall efficiency of client support operations.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Monitored customer satisfaction levels through surveys and feedback forms.
  • Conducted regular follow-up calls with customers to ensure their satisfaction with services provided.
  • Collected deposits or payments and arranged for billing.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.

Education

Bachelor of Science - Criminalistics

The University of Illinois At Chicago
Chicago, IL
05-1992

High School Diploma -

Chicago Vocational High School
Chicago, IL
05-1988

Skills

  • Motivational leadership
  • Staff development
  • Team management
  • Complaint resolution
  • Work Planning and Prioritization
  • Cash handling
  • Analytical thinking
  • Onboarding and orientation
  • Staff training
  • Client service
  • Shift scheduling
  • Client support
  • Conflict resolution

Timeline

Associate Team Leader

HR Block
11.2019 - Current

Senior Office Manager

HR Block
11.2017 - Current

Client Service Specialist

HR Block
11.2016 - Current

Bachelor of Science - Criminalistics

The University of Illinois At Chicago

High School Diploma -

Chicago Vocational High School

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FELCIA WILLIAMS-LOWERY