Joan Davis
Moses Lake,WA
Summary
Dynamic Multi-Unit Manager with a proven track record at H & R Block Tax Services, enhancing operational efficiency and driving revenue growth. Skilled in team development and problem-solving, I fostered a culture of accountability, significantly reducing turnover and improving customer satisfaction through effective coaching and strategic scheduling.
I lead 3-4 offices every year with success. I also have 2-3 months off and look for new Team Members as Seasonaly work is challenging to find applicants that the limite of work only 4 Months takes a special person/persons.
Overview
10
10
years of professional experience
Work History
Multi-Unit Manager
H & R Block Tax Services
11.2022 - Current
- Developed strong teams within each unit through effective recruitment, coaching, and mentoring efforts.
- Reduced employee turnover rates by fostering a positive work environment that encouraged professional growth and development.
- Optimized scheduling practices for better coverage during peak hours, enhancing both staff productivity and customer satisfaction rates.
- Launched new products and services successfully across all units, leading to increased market share in competitive industry sectors.
- Improved customer experience across all locations by conducting regular audits, analyzing feedback, and addressing areas for improvement.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Customer Service Representative
Citi Bank Call Center
09.2016 - 08.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Multi-Unit Manager
H & R Block Tax Services
08.2015 - 03.2021
- Created a culture of accountability across all units by setting clear expectations for team members at every level within the organization.
- Established key performance indicators for each location, tracking progress towards organizational objectives regularly.
- Led multi-unit teams through periods of change while maintaining high levels of productivity and morale.
- Implemented effective inventory management systems to minimize waste while ensuring adequate stock levels were maintained at all times.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Optimized scheduling practices for better coverage during peak hours, enhancing both staff productivity and customer satisfaction rates.
Education
No Degree - Business Administration And Management
San Bernardino Valley College
San Bernardino, CAHigh School Diploma -
Eisenhower Hight School
RialtoSkills
- Operational efficiency management
- Revenue enhancement
- Team skill enhancement
- Employee motivation strategies
- Optimistic mindset
- Collaborative teamwork
- Teamwork and collaboration
- Service excellence
- Problem-solving
- Prioritization and scheduling
- Attention to detail
- Critical thinking for solutions
- Multitasking
- Trustworthy execution
- Clear interpersonal communication
Timeline
Multi-Unit Manager
H & R Block Tax Services
11.2022 - Current
Customer Service Representative
Citi Bank Call Center
09.2016 - 08.2022
Multi-Unit Manager
H & R Block Tax Services
08.2015 - 03.2021
No Degree - Business Administration And Management
San Bernardino Valley College
High School Diploma -
Eisenhower Hight School