Heather Poirier
Burlington,MA
Summary
Results-driven financial professional with 7+ years of experience in personal and commercial finance, specializing in data analysis, process automation, and digital solutions. Proficient in Microsoft Excel, Outlook, and Salesforce, with a strong track record of building lasting client relationships. Committed to leveraging technology to streamline processes, and a client-focused approach to enhance service delivery and drive meaningful customer outcomes.
Overview
6
6
years of professional experience
Work History
Banker
Citizens Bank
Newton Center, MA
10.2021 - 03.2025
- Built strong client relationships, opened and closed accounts, apply for loans and make sound financial decisions.
- Educated customers by identifying their needs and recommending suitable products and services, including loans, credit cards, and investment options.
- Introduced digital banking (website and mobile app) to customers with personalized enrollment, showcased key features and benefits, and ensured secure, seamless customer support.
- Utilized Salesforce to reach customers, manage leads, track opportunities, and forecast sales, streamlining the sales process.
- Enhanced retail and commercial relationships by connecting customers with appropriate bank partners (Financial Advisors, Mortgage Loan Officers, Merchant Services, Payroll Services) for expert solutions to complex financial needs.
Multi-Unit Manager
H&R Block
Medford / Charlestown/ East Boston, MA
10.2019 - 09.2021
- Led multi-location operations, implementing standard operating procedures (SOPs), and driving excellence to ensure teams consistently exceeded performance targets.
- Partnered with the District General Manager to recruit and interview candidates. Designed and executed office-level plans, client growth targets, and goal-tracking systems to optimize performance.
- Built high-performing teams through training, knowledge sharing, professional growth initiatives, accountability, and recognition for individuals and teams.
- Coached staff on cross-unit workflows using digital tools (Workday, Microsoft Teams, Outlook, etc.), to enhance collaboration and service efficiency.
- Managed staff scheduling across all offices to ensure coverage met the volume and needs of each location. Approved timesheets (Kronos) for accurate timekeeping and efficient workforce management.
- Conducted regular performance reviews, and worked with HR to resolve issues and address performance concerns.
- Orchestrated complex tax filing operations during peak seasons, maintaining precision while managing high-volume client as needed
Tax Professional
H&r Block
Allston, MA
12.2018 - 09.2021
- Guided clients through the tax preparation process, clearly explaining complex regulations and offering strategic tax planning advice.
- Resolved tax disputes and minimized audit risks through detailed documentation and strategic planning.
- Conducted in-depth financial document reviews to identify tax-saving opportunities while ensuring compliance.
- Optimized documentation processes by implementing digital protocols, reducing preparation time and improving accuracy across tax return categories.
- Assisted clients with complex tax situations, offering clear explanations and tailored solutions to maximize deductions.
Education
Accounting/Bookkeeping Fundamentals Certification -
Middlesex Community College
Bedford, MA12.2018
Taxation Certificate Program - Federal & Massachusetts State Income Tax
H&R Block Tax Preparation Certification
Allston, MA11.2018
MS Excel Certification
Middlesex Community College
Bedford, MA07-2018
Bachelor of Science - Business Management/Equine Management
Mount Ida College
Newton Center, MA05.2014
Skills
- Salesforce
- Kronos
- Workday
- Microsoft Excel
- Microsoft Outlook
- Microsoft Teams
Referances
- Sadaf Azami, Citizens Bank- Branch Manger, 617-906-1240
- Jason Tang, Citizens Bank- Branch Manger, 781-510-2728
- Kathryn Krause, Citizens Bank- Private Client Relationship Manager, 603-493-9418
- Aman Baniya, H&R Block- Multi Unit Manager, 781-990-9456
Timeline
Banker
Citizens Bank
10.2021 - 03.2025
Multi-Unit Manager
H&R Block
10.2019 - 09.2021
Tax Professional
H&r Block
12.2018 - 09.2021
Accounting/Bookkeeping Fundamentals Certification -
Middlesex Community College
Taxation Certificate Program - Federal & Massachusetts State Income Tax
H&R Block Tax Preparation Certification
Bachelor of Science - Business Management/Equine Management
Mount Ida College
MS Excel Certification
Middlesex Community College
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