KAREN NICOLE PERKINS
San Francisco,CA
Summary
Business-focused professional experienced in driving all aspects of customer service excellence, account management, service management, relationship management, and customer care. Ability to partner in planning and implementing customer service strategies, improving processes, and leading high-performance initiatives focused on driving the customer experience. High-energy thinker experienced in managing and developing key accounts, integrating strategies, action plans, and customer-focused processes to support key business objectives, devising and improving customer service strategies, conducting performance reviews, and driving the attainment of top-notch retention, customer service, sales, and performance targets with a focus on promoting growth and profit. Dedicated to applying training, monitoring and morale-building abilities to enhance employee productivity and boost performance.
Overview
15
15
years of professional experience
Work History
PRESEASON MANAGER/PRESEASON
H&R Block
07.2023 - Current
- Manage recruiting, calling, and engagement campaigns for new and experienced tax professionals, recruit potential candidates for the H&R Block Income Tax Course, support tax professionals, and drive the planning and preparation of both virtual and in-person tax office open houses
- Coordinate and assist with interviews for receptionists and associate team leaders
- Support tax office associates in meeting continuing education requirements, increasing certification levels including Small Business certifications and Skills to Win training efforts
- Conduct tax interviews with clients, drive retention, offer tax products/services, and generate new business via sales support; assist in the execution of Ready to Serve activities.
Team Leader; Multi-Unit Team Leader
H&R Block
01.2018 - Current
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Built strong relationships with customers through positive attitude and attentive response.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- • Successfully generated over $800K in company revenue and consistently applied accounting and leadership skills to achieve district financial goals under pandemic crisis circumstances.
RECEPTIONIST
H & R Block Tax Services
San Francisco, CA
01.2017 - 04.2017
- Delivered all aspects of front desk and administrative/office support, including greeting visitors, scheduling/coordinating appointments, answering/routing incoming calls, responding to all initial inquiries, sorting and distributing mail, ordering supplies, maintaining conference room calendar, directing visitors, and maintaining front desk visitors log
- Led the receiving and forwarding of calls to appropriate parties, sorted and distributed mail, ordered supplies, and assisted with reports, letters, and mailings
- Handled logistics for meetings, luncheons, and conference calls, matched clients with the best-suited tax professional for their needs, and scheduled clients for appointments.
SHELTER SITE MANAGER
Episcopal Community Services Of San Francisco
01.2011 - 11.2013
- Manage all aspects of site location operations including the coordination of all the components of social services program activities ensuring a safe, educational classroom and outdoor environment in compliance with performance standards and standards of all regulatory agencies
- Scheduled and coordinated all activities of the program and staff, while developing and implementing social services policies and operations, quality control procedures, and evaluation and reporting systems. Assumed responsibility for the daily operation of classroom or caseload including written yearly curriculum and daily lesson plans
- Managed the activities of all service coordinators and support services staff, including hiring and termination, training, performance evaluation, and support and mentorship
- Supervised program staff and volunteers on a daily basis and served as a resource for staff and participants, while promoting and maintaining positive professional relationships with all staff, and the community
- Served as an agency representative at events, public forums, and other externally-facing venues.
SHELTER FACILITIES MANAGER
Episcopal Community Services Of San Francisco
01.2009 - 01.2011
- Directed all aspects of overall operations and the administration of two shelter facilities including the oversight of all internal activity, team building, training and development, planning, and interfacing with subcontractors and external partners to facilitate supply delivery and service calls
- Appointed to the role by the Director of Human Resources based on a record of exceptional work quality and reliability
- Arranged employee schedules, set appointments, prepared payroll, carried out regular health and safety inspections, and made purchasing decisions in accordance with needs and budget
- Managed the interviewing, hiring, training, coaching, mentoring, continuous evaluation, and management of facility, transportation, and maintenance personnel.
Education
TAX PREPARER LICENSE (2017) ~ H&R Block -
Golden Gate University
San Francisco, CACertified Notary Public - Notary Public
National Notary Association
Chatsworth, CA01.2023
Certificate - Nonprofit Management
Golden Gate University
San Francisco, CA07.2013
Skills
- Staff Development
- Financial Management
- Policy Implementation
- Business Administration
- Operations Management
- Expense Tracking
- Marketing
- Performance Management
- Budget Control
- Performance Evaluations
- Negotiation
- Expectation Setting
- Customer Relationship Management (CRM)
- Complex Problem-Solving
- Staff Management
- Verbal and Written Communication
- Schedule Preparation
- Time Management
- Team Leadership
- Project Management
- Issue Resolution
- Attention to Detail
- Conflict Resolution
- Client Support
- SOP Adherence
- Revenue Growth
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
PRESEASON MANAGER/PRESEASON
H&R Block
07.2023 - Current
Team Leader; Multi-Unit Team Leader
H&R Block
01.2018 - Current
RECEPTIONIST
H & R Block Tax Services
01.2017 - 04.2017
SHELTER SITE MANAGER
Episcopal Community Services Of San Francisco
01.2011 - 11.2013
SHELTER FACILITIES MANAGER
Episcopal Community Services Of San Francisco
01.2009 - 01.2011
TAX PREPARER LICENSE (2017) ~ H&R Block -
Golden Gate University
Certified Notary Public - Notary Public
National Notary Association
Certificate - Nonprofit Management
Golden Gate University
Similar Profiles
Charlene BarkerCharlene Barker
Front Desk Receptionist at H&r BlockFront Desk Receptionist at H&r Block
Elena OrnelasElena Ornelas
Tax Preparer at H&R BlockTax Preparer at H&R Block
Daman SawhneyDaman Sawhney
Multi-Unit Team Leader at H&R BlockMulti-Unit Team Leader at H&R Block
Mohammed Owais SafiqMohammed Owais Safiq
Client Service Provider at H&r BlockClient Service Provider at H&r Block
Perla EscobarPerla Escobar
Cleaner at J&r ConCleaner at J&r Con