Joanna Harwood
H&R Block
Middleton,TN
39
years of professional experience
Results-driven Multi-Team Leader with 38 years of H&R Block experience, progressing through various roles including Franchise Owner and District Staffing Lead. Led recruitment, hiring, and development of high-performing teams, enhancing workforce readiness and client satisfaction. Skilled in managing multiple locations, driving operational initiatives, and delivering outstanding client experiences.
Work History
District Staffing Lead
3 Years 1 Month- Oversaw recruitment and onboarding processes, ensuring effective workforce readiness initiatives for a team exceeding 100 members.
- Achieved operational readiness by managing staffing progress and workforce metrics effectively. Facilitated successful coordination of preseason initiatives across district offices, aligning operations for an efficient tax season.
- Engaged with district and office leaders to optimize talent development frameworks and enhance succession planning.
- Achieved operational readiness by managing staffing progress and workforce metrics. Coordinated preseason initiatives across district offices to align operations for efficient tax season.
- Facilitated recruitment, onboarding, and training initiatives for seasonal associates to ensure team readiness.
- Showcased agility in learning and flexibility in responding to changing situations.
Tax Professional
37 Years 7 Months- Prepared and reviewed individual tax returns, ensuring compliance with federal and state regulations to minimize audit risk.
- Resolved complex client tax matters and provided consultative tax guidance.
- Earned recognition as a 500 Level Club Writer for completing more than 500 tax returns during a tax season.
- Built strong client relationships through personalized service and problem resolution.
- Recognized as a 500 Level Club Writer for completing over 500 tax returns in a single tax season, demonstrating high productivity and commitment.
Multi-Team Leader (MTL)
2 Years 3 Months- Drive business performance, workforce readiness, operational consistency, and employee development across multiple locations.
- Drove business performance, ensured workforce readiness, maintained operational consistency, and fostered employee development across multiple locations.
- Drove workforce readiness, ensured operational consistency, and fostered employee development across multiple locations to improve business performance.
- Partnered with office leaders to improve performance metrics, develop talent, and enhance client experience standards.
- Led team in delivering exceptional customer service during peak tax season.
- Trained and mentored new employees on tax preparation processes and software usage.
Team Lead
1 Year 3 Months- Coached and mentored tax and client service professionals to enhance skills and service delivery.
- Facilitated training and onboarding to enhance associate development and integration.
- Supported training and onboarding initiatives to promote associate development.
- Defined performance expectations and client service standards to maintain consistent service quality.
Owner / Operator
2 Years- Owned and operated a restaurant and entertainment venue.
- Oversaw business operations, optimizing staffing, payroll, budgeting, inventory management, purchasing, and customer service.
- Recruited, trained, and supervised a team of over 25 employees, fostering a positive work environment.
- Cultivated vendor relationships, monitored financial performance, and ensured operational compliance to support business objectives.
- Guided business operations through closure in 2022, implementing strategies to manage transition effectively.
Franchise Owner / Operator
7 Years- Owned and operated a successful H&R Block franchise office.
- Directed staffing, hiring, training, payroll, budgeting, and operational activities to ensure efficient franchise operations.
- Developed growth strategies that improved client service and supported business expansion.
- Developed business growth strategies while maintaining exceptional client service.
- Managed daily operations, compliance, and profitability to drive operational excellence.
Office Manager
20 Years- Coordinated daily office operations, staffing, scheduling, and customer service to maintain workflow efficiency.
- Managed daily office operations, staffing, scheduling, and customer service delivery.
- Managed daily office operations, staffing, scheduling, and customer service to ensure smooth workflow.
- Prepared and reviewed tax returns while coordinating office operations to enhance service delivery.
- Prepared and reviewed tax returns while managing office operations to streamline service delivery.
Client Service Professional (CSP)
1 Year- Delivered front-line client support and managed appointments to elevate client satisfaction.
- Created a welcoming and professional atmosphere to improve client interactions.
- Coordinated office operations and administrative functions to facilitate a seamless workflow.
- Assisted in daily office operations by organizing files and managing schedules.
Education
No Degree - Business Studies
High School Diploma
- Ranked in Top 25% of class
Skills
Talent acquisition
Workforce readiness
Performance management
Client experience
Customer service
Problem resolution
SELECTED CLIENT EXPERIENCE/ LEADERSHIP HIGHLIGHTS
- More than 38 years of progressive leadership experience with H&R Block.
- Advanced through eight levels of responsibility from Client Service Professional to Multi-Team Leader.
- Currently oversee leadership support and operational execution across five offices serving approximately 6,000 clients annually.
- Lead district staffing, recruiting, onboarding, and workforce readiness initiatives.
- Owned and operated both a successful H&R Block franchise and an independent restaurant business.
- Extensive experience developing employees, building teams, and delivering strong client experiences across multiple locations.
- Delivered exceptional customer service to associates, candidates, and leaders, consistently exceeding expectations and building lasting relationships.
- Earned recognition from senior leadership, including Jeff Jones and Vice President-level leaders, for providing outstanding support and service.
- Established a reputation for responsiveness, professionalism, and service excellence, resulting in acknowledgment from executive leadership.
- Served as a trusted resource for associates and leaders, earning recognition for consistently exceeding service expectations.
- Built a reputation for going above and beyond to meet the needs of clients, associates, and leadership teams.
- Fostered a culture of exceptional customer service by building trust, maintaining open communication, and delivering results.
- Demonstrated excellence in relationship management, balancing business needs with a customer-first approach.
Timeline
Multi-Team Leader (MTL)
H&R Block
01.2024 - 04.2026Read More
District Staffing Lead
H & R Block Tax Services
07.2023 - CurrentRead More
Team Lead
H & R Block Tax Services
01.2022 - 04.2023Read More
Owner / Operator
Big Wave's Bar & Grill
01.2020 - 01.2022Read More
Franchise Owner / Operator
H&R Block Franchise
01.2014 - 01.2021Read More
Office Manager
H&R Block Franchise
01.1994 - 01.2014Read More
Tax Professional
H&R Block
01.1989 - CurrentRead More
Client Service Professional (CSP)
H&R Block Franchise
01.1988 - 01.1989Read More
University of Memphis
No Degree from Business Studies
Read More
Central High School
High School Diploma
Read More