Open To Work
Karen Nicole Perkins
H&R Block
San Francisco,CA
Work Preference
Job Search Status:
Open to work
Desired Job Title
Customer Service Manager
Work Type
Full TimePart TimeConsulting
Location Preference
On-SiteRemoteHybrid
Location:
San Francisco, CA, US
Open to relocation:
Yes
Minimum Desired Compensation
$90000/yr
Important To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefits
3
Certifications
18
years of professional experience
Multi-Unit Manager overseeing multi-location service delivery, staffing coordination, and daily execution across customer-facing teams, maintaining 90%-94% client satisfaction across assigned locations. Brings a background in recruiting, client retention, and office readiness to keep sites aligned on coverage, service standards, and business demand. Supports performance through scheduling follow-up, certification progress, and practical coordination that keeps busy locations organized and responsive.
Work History
Multi-Unit Team Leader
8 Years 2 Months- Track 50 team metrics daily to monitor productivity and maintain quality standards across multi-unit operations.
- Provide constructive feedback, identify improvement areas, and drive productivity gains through direct team coaching.
- Build strong customer relationships through attentive service and a positive, responsive approach.
- Partner with the team to analyze issues and develop practical solutions that improve day-to-day operations.
PRESEASON MANAGER/PRESEASON
4 Months- Manage 20-30 candidate outreach calls per week to recruit new and experienced tax professionals.
- Coordinate interviews for receptionists and associate team leaders through organized calendar management and meeting coordination.
- Support tax professionals with continuing education, certification progress, and Skills to Win training requirements.
- Conduct tax interviews with clients, promote tax products, and support retention through responsive CRM follow-up.
- Assist in Ready to Serve activities while supporting sales execution and day-to-day office operations.
- Maintain document management for recruiting, training, and client-facing workflows across the tax office.
TEAM LEADER
6 Months- Led multi-office operations across two locations, overseeing customer service, staffing, prioritization, and fiscal oversight.
- Managed incoming calls, identified customer needs, and generated sales leads while strengthening customer relationships.
- Partnered with the district general manager to develop location growth plans and community partnerships for client growth.
- Recruited, interviewed, hired, trained, and coached new associates to deliver consistent client experiences.
- Conducted performance reviews, partnered with the Associate Relations Center on concerns, and developed corrective action plans.
- Facilitated daily team meetings, communicated priorities, and coordinated workloads to keep offices aligned.
- Created schedules, managed timekeeping and labor, and generated $600K in company revenue while supporting district financial goals during the pandemic.
RECEPTIONIST
3 Months- Sort and distribute mail, order supplies, and support daily office administration.
- Prepare reports, letters, and mailings while keeping front-desk records organized and current.
- Coordinate meetings, luncheons, and conference calls, matching clients with the best-suited tax professional.
- Maintain visitor logs and support daily office operations with organized handoffs and follow-up.
SHELTER SITE MANAGER
2 Years 10 Months- Develop and implement social services policies, quality control procedures, and reporting systems.
- Oversee daily classroom or caseload operations, including yearly curriculum and daily lesson plans.
- Direct service coordinators and support staff through hiring, termination, training, and performance evaluations.
- Supervise program staff and volunteers daily while supporting participants and maintaining positive relationships with parents and the community.
- Conduct observations and written performance evaluations, then represent the agency at events, public forums, and external venues.
SHELTER FACILITIES MANAGER
2 Years- Oversaw daily operations and administration across two shelter facilities, coordinating internal activity, supplies, and service calls.
- Arranged appointments, prepared payroll, and maintained office administration with consistent calendar management and document control.
- Conducted regular health and safety inspections while applying policy implementation and budget control requirements.
- Recruited, hired, trained, coached, and evaluated facility, transportation, and maintenance staff.
- Coordinated with subcontractors and external partners to support supply delivery, service calls, and employee relations.
Education
Certificate
Golden Gate University
Skills
Office administration
Calendar management
Meeting coordination
Document management
Customer relationship management (CRM)
Operations management
Financial management
Staff management
Budget control
Performance management
Facilities coordination
Employee relations
Certification
Certified Notary Public, Notary Public
Timeline
PRESEASON MANAGER/PRESEASON
H&R Block
07.2023 - 11.2023Read More
Multi-Unit Team Leader
H&R Block
08.2018 - CurrentRead More
TEAM LEADER
H&R Block
10.2017 - 04.2018Read More
RECEPTIONIST
H&R Block
01.2017 - 04.2017Read More
SHELTER SITE MANAGER
Episcopal Community Services Of San Francisco
01.2011 - 11.2013Read More
SHELTER FACILITIES MANAGER
Episcopal Community Services Of San Francisco
01.2009 - 01.2011Read More
Nonprofit Management
Certificate
Read More