Keisha Whaley
Oneida,NY
Summary
Dynamic leader with a proven track record at H&R Block, adept in people management and client service. Excelled in driving team performance and client satisfaction across multiple offices, showcasing exceptional problem-solving and team motivation skills. Achieved significant growth objectives by leveraging analytical thinking and a focus on continuous improvement.
Overview
12
12
years of professional experience
Work History
Multi Unit Team Leader
H&r Block
12.2019 - Current
- Provide leadership over three H&R Block tax offices
- Using your people management experience and passion for helping people, provide leadership to the customer-centric teams in the offices you manage to accelerate their seasonal tax business
- Serve as the front-line manager responsible for leadership and development of associates, delivering an outstanding client experience, and achieving all office related growth objectives for three tax offices
- Manage office staffing, operations, and logistics for multiple offices with support from Associate Team Leaders
- Partner with the District General Manager (DGM) to create and implement office-level growth plans and client growth targets, which includes developing local partnerships and managing office community involvement
- Assist DGM in recruiting and interviewing candidates for tax office associate positions
- Conduct timely performance reviews and partner with Associate Relations Center to resolve associate issues and address performance concerns
- Lead daily team meetings and communicate essential information to tax office associates
- Create associate work schedules across all offices and ensure accurate timekeeping, as well as labor management for associates in all offices
- Travel between offices as required
Direct Support Professional
The Arc of Madison Cortland
03.2012 - 02.2017
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted disabled clients to support independence and well-being.
- Maintained clean, safe, and well-organized patient environment.
- Monitored progress and documented patient health status changes to keep care team updated.
- Transported clients to medical and dental appointments to provide support.
- Monitored clients to assess and report physical and behavioral changes to supervisors.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Encouraged and supported clients to participate in recreational and leisure activities to promote social interactions and reduce loneliness.
- Developed and implemented individualized care plans to meet individual needs of each client.
- Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
- Cooked meals and assisted patients with eating tasks to support healthy nutrition.
- Entrusted to handle confidential and sensitive situations in professional matter.
- Replaced bandages, dressings, and binders to care for wounds and encourage healing.
- Transported clients to and from medical appointments with safety and efficiency.
Education
Human Resources -
Skills
- Coaching
- Client Service
- Employee Evaluation
- Mentoring
- Team Supervision
- Documentation And Reporting
- Shift Scheduling
- Overtime Management
- Staff Training
- Daily workflow improvement
- Work Planning and Prioritization
- Onboarding and Orientation
- Problem-Solving
- Team motivation
- Conflict Resolution
- Flexible Schedule
- Performance Improvement
- Goal Setting
- People Management
- Expectation setting
- Client Support
- Analytical Thinking
- Leading Team Meetings
- Overseeing Daily Activities
- Attention to Detail
- Telemarketing expertise
Timeline
Multi Unit Team Leader - H&r Block
12.2019 - Current
Direct Support Professional - The Arc of Madison Cortland
03.2012 - 02.2017
Rockland Community College - Human Resources ,
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