FELICIA LOWERY
Chicago,IL
Summary
Proven leadership with extensive Office Management experience with H & R Block. Adept in Team Management and Office Staff Coordination. Excelled in Team Productivity through motivational leadership and strategic problem solving skills. Focused on Customer Satisfaction significantly improving operational efficiency. Devoted to giving every customer a positive experience. Experienced in Data Entry, Filing, and Cash Handling.
Dependable professional with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments.
Overview
9
9
years of professional experience
1993
1993
years of post-secondary education
Work History
Associate Team Lead
H & R Block Tax Services
Chicago, USA
11.2023 - Current
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Coordinated daily operations, ensuring team adherence to company policies and procedures.
- Facilitated training sessions for new employees.
- Responded quickly to customer inquiries, concerns, or complaints in a professional manner.
- Led a team of 8-10 individuals in achieving quarterly sales targets, exceeding goals.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
Front Office Manager
H & R Block Tax Services
Chicago, USA
11.2020 - 04.2022
- Developed and implemented strategies to maximize guest satisfaction and optimize operational efficiency.
- Conducted staff performance evaluations to monitor progress and individual skills.
- Implemented standard operating procedures.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Handled guest complaints and issues, ensuring satisfactory resolution and guest satisfaction.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Monitored inventory of front office supplies and placed orders to maintain adequate stock levels.
Client Service Specialist
H & R Block Tax Services
Chicago, USA
11.2016 - 04.2020
- Greeted incoming customers to provide immediate, friendly and knowledgeable support.
- Followed up with customers through calls and emails to proactively schedule and/or reschedule appointments.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Received and submitted payments, updated account information and provided receipts.
Education
High School Diploma -
Chicago Vocational High School
Chicago, ILBachelor of Science - Criminalistics
University of Illinois At Chicago
Chicago, ILSkills
- Supervision and leadership
- Training & Development
- Organization and time management
- Team building
- Data management
- Troubleshooting
- Microsoft Word
Timeline
Associate Team Lead
H & R Block Tax Services
11.2023 - Current
Front Office Manager
H & R Block Tax Services
11.2020 - 04.2022
Client Service Specialist
H & R Block Tax Services
11.2016 - 04.2020
High School Diploma -
Chicago Vocational High School
Bachelor of Science - Criminalistics
University of Illinois At Chicago