Sara Tapia
H&r Block
Miami Beach,FL
2
Languages
18
years of professional experience
Results-driven Multi Team Leader with a proven track record in team motivation, coaching, and enhancing customer service. Expertise in workflow optimization and performance management, contributing to increased client satisfaction and operational efficiency.
Work History
Multi Team Leader
7 Years 6 Months- Led team in delivering high-quality tax preparation services, ensuring compliance with regulations.
- Mentored new Tax Associate staff on tax laws and software usage, fostering professional development.
- Streamlined workflows to enhance efficiency in client service delivery during peak seasons.
- Analyzed client feedback to identify service gaps and recommend strategic improvements.
- Collaborated with management on performance metrics, driving accountability within the team.
- Conduct daily huddle with all associates through teams meetings to align goals, prior day results, share best practices, and enhance communication.
- Set performance expectations for the team, monitoring progress toward goals and providing constructive feedback as needed.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Assisted in recruitment to build a team of top performers.
- Built and maintained strong client relationships, leading to repeat business and referrals.
- Led by example, demonstrating commitment and professionalism that inspired team members to excel.
- Increased customer satisfaction with prompt and accurate issue resolution, leading a dedicated customer service team.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Team Leader
6 Years 6 Months- In charge of one office with 14 Associates.
- Led team in delivering exceptional client service.
- Streamlined workflow processes, increasing efficiency in tax return preparation and filing.
- Coordinated training sessions for new associates, enhancing onboarding experience and productivity.
- Monitored team performance metrics to ensure compliance with company standards and goals.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored new staff members, helping them develop their leadership potential and advance in their careers.
- Enhanced communication strategies, ensuring clear and timely information exchange within the team and with clients.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Led by example, demonstrating commitment and professionalism that inspired team members to excel.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Customer Service Professional
3 Years 2 Months- Provided exceptional customer service by addressing inquiries and resolving concerns efficiently.
- Developed strong relationships with clients, fostering trust and encouraging repeat business through personalized service.
- Trained new team members on customer service protocols and software systems to enhance team performance.
- Streamlined client onboarding process, improving efficiency and reducing wait times for services rendered.
- Implemented best practices in communication strategies that enhanced overall client engagement and retention rates.
- Assisted customers by answering questions and responding to inquiries.
- Delivered exceptional support during peak periods, effectively managing high call volumes without compromising service quality.
- Collaborated with cross-functional teams to resolve complex customer issues, fostering a positive work environment.
- Helped a large volume of customers every day with a a positive attitude and focus on customer satisfaction.
- Maintained high-quality service standards by adhering to company policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Monitored cash drawers, processing clients' payments cash and electronic payments. Processed the daily report.
- Identified and resolved discrepancies and errors in customer accounts.
- Maintaining the office organized including clean, client documents and office schedule.
Education
Bachelor Degree - Business Administration
Associate of Arts - Business Administration
Skills
Customer service
People management
Staff training
Team management
Strategic goal alignment
Performance management
Work prioritization
Problem-solving
Work planning
Teamwork and collaboration
Accomplishments
- Supervised team of 24 staff members.
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Multi Team Leader
H&r Block
10.2018 - 04.2026Read More
Team Leader
H&R Block
10.2011 - 04.2018Read More
Customer Service Professional
H&R Block
02.2008 - 04.2011Read More
San Marcos University
Bachelor Degree from Business Administration
Read More
Miami Dade College
Associate of Arts from Business Administration
Read More