HEATHER QUILLIN
Manteca,CA
Summary
Dynamic operations leader driving revenue growth and operational success across multiple locations. Proven track record in building and leading high-performing teams, improving employee engagement, and resolving complex customer issues to enhance overall client satisfaction.
Overview
8
8
years of professional experience
Work History
Multi-Unit Team Leader
H&R BLOCK
11.2025 - 04.2026
- Led daily operations across three office locations with oversight of 30+ associates and tax professionals.
- Managed staffing, scheduling, coaching, and performance management to ensure operational readiness across locations.
- Partnered with district leadership to drive revenue, productivity, and customer satisfaction goals.
- Resolved complex customer escalations, reinforcing a client-focused service culture and enhancing customer satisfaction.
- Developed high-performing teams through coaching, accountability, and fostering employee engagement.
Preseason CDA Captain & Revenue Captain
H&R BLOCK
09.2019 - Current
- Led client acquisition and revenue growth initiatives, directly enhancing office performance.
- Collaborated with leadership teams to identify growth opportunities, driving improved business results.
- Analyzed key business metrics, implementing strategies that increased client retention and conversion rates.
- Supported workforce preparation, training, and operational readiness during peak tax seasons.
Tax Professional
H&R BLOCK
11.2018 - Current
- Prepared and reviewed individual and small-business tax returns, ensuring compliance with regulations to minimize client liabilities.
- Provided tailored tax and financial guidance to enhance client decision-making and optimize tax strategies.
- Built long-term client relationships through exceptional service and accuracy.
- Mentored and supported new team members during seasonal operations, fostering a collaborative environment and improving team readiness.
Education
Bachelor of Science - Business Administration, Accounting Concentration
University of Phoenix
Lathrop, CA09-2012
Skills
- Multi-Unit Leadership
- Operations Management
- Revenue generation
- Customer Experience
- Staffing & Scheduling
- Workforce Planning
- Performance Management
- Employee Development
- Process Improvement
- Strategic Planning
- Data-Driven Insights
- Cross-Functional Collaboration
- Operational Adaptability
- Recruitment Strategy
- Regulatory Compliance
- Team Leadership
Accomplishments
- #1 Connected Leader, Stockton District (TS26)
- Managed and developed 30+ associates across three office locations
- Achieved seasonal performance goals with multiple offices exceeding target results
Timeline
Multi-Unit Team Leader
H&R BLOCK
11.2025 - 04.2026
Preseason CDA Captain & Revenue Captain
H&R BLOCK
09.2019 - Current
Tax Professional
H&R BLOCK
11.2018 - Current
Bachelor of Science - Business Administration, Accounting Concentration
University of Phoenix