Summary
Overview
Work History
Education
Skills
Timeline
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Penny Moran

Christiana, PA 17509-9795,PA

Summary

I have experience in the field of finance and billing.

I have training in payment processing and collections of payments.

I have leadership skills as my position has required and I have been successful. I am very proud my position as Associate Team Leader. The year of 2023, as my first year in this new leadership position, was a positive year.

I led my office to a successful year, leading my Tax Pros and myself to corporate bonuses. I am very proud of this accomplishment!



Overview

4
4
years of professional experience

Work History

Associate Team Leader

H & R Block Tax Services
12.2023 - Current
  • Support the Multi-Unit Team Leader, serving as onsite point of contact for tax office associates and clients, ensuring quality and consistent execution that will allow us to promote the value of H&R Block
  • Execute and hold all tax office associates accountable to Standard Operating Procedures (SOP) execution and client service experience, with escalation to the Multi-Unit Team Leader and District General Manager as necessary
  • Serve as point of contact for onsite escalated client service concerns
  • Ensure clients are scheduled properly and conflicts are resolved, with escalation to the Multi-Unit Team Leader and District General Manager as necessary
  • Lead the office from the front desk, providing phone coverage and engaging with clients to deliver an outstanding experience
  • Weekly meetings with District Manager
  • Lead daily activities to ensure that all tax office associates are scheduled, and work is completed according to deadlines, with attention to quality standards, priorities and overall goals
  • Lead daily huddles and communicate essential information to office associates
  • Open and closing the cash drawer at the end of the day.
  • Process client payments
  • Following up with unpaid clients.
  • Making bank deposits


Associate Team Leader

H & R Block Tax Services
12.2022 - 04.2023
  • Support the Multi-Unit Team Leader, serving as onsite point of contact for tax office associates and clients, ensuring quality and consistent execution that will allow us to promote the value of H&R Block
  • Execute and hold all tax office associates accountable to Standard Operating Procedures (SOP) execution and client service experience, with escalation to the Multi-Unit Team Leader and District General Manager as necessary
  • Weekly meetings with District Manager
  • Serve as point of contact for onsite escalated client service concerns
  • Ensure clients are scheduled properly and conflicts are resolved, with escalation to the Multi-Unit Team Leader and District General Manager as necessary
  • Lead the office from the front desk, providing phone coverage and engaging with clients to deliver an outstanding experience
  • Lead daily activities to ensure that all tax office associates are scheduled, and work is completed according to deadlines, with attention to quality standards, priorities and overall goals
  • Lead daily huddles and communicate essential information to office associates
  • Open and closing the cash drawer at the end of the day.
  • Process client payments
  • Following up with unpaid clients.
  • Making bank deposits


Customer Service Professional

H & R Block Tax Services
12.2021 - 04.2022
  • Answer phones and greet clients in a personalized, friendly, and inviting manner
  • Match clients with the best-suited tax professional for their needs
  • Schedule clients how they would like to be scheduled
  • Help to ensure all clients needs have been met during service both in person, over the phone or virtually
  • Open and/or close office
  • Data entry
  • Process customer payments
  • Close cash drawer at the end of every day.

Customer Service Professional

H & R Block Tax Services
12.2020 - 04.2021
  • Answer phones and greet clients in a personalized, friendly, and inviting manner
  • Match clients with the best-suited tax professional for their needs
  • Schedule clients how they would like to be scheduled
  • Help to ensure all clients needs have been met during service both in person, over the phone or virtually
  • Open and/or close office
  • Data entry
  • Process customer payments
  • Close cash drawer at the end of every day.

Customer Service Professional

H & R Block Tax Services
12.2019 - 04.2020
  • Answer phones and greet clients in a personalized, friendly, and inviting manner
  • Match clients with the best-suited tax professional for their needs
  • Schedule clients how they would like to be scheduled
  • Help to ensure all clients needs have been met during service both in person, over the phone or virtually
  • Open and/or close office
  • Data entry
  • Process customer payments
  • Close cash drawer at the end of every day.

Education

High School Diploma -

Kennett Consolidated School District
Kennett Square, PA
06.1980

Skills

  • Staff development
  • Product knowledge
  • Corporate governance
  • Market research
  • Change management
  • Policy implementation
  • Financial management

Timeline

Associate Team Leader

H & R Block Tax Services
12.2023 - Current

Associate Team Leader

H & R Block Tax Services
12.2022 - 04.2023

Customer Service Professional

H & R Block Tax Services
12.2021 - 04.2022

Customer Service Professional

H & R Block Tax Services
12.2020 - 04.2021

Customer Service Professional

H & R Block Tax Services
12.2019 - 04.2020

High School Diploma -

Kennett Consolidated School District

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Penny Moran