Yvonne Wong Sitani

• 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
• 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

• Ensure all residents are recertified in a timely manner
• Process weekly reports on all recertifications
• Understand HUD/LIHTC fundings and income limits
• Assist with processing applications
• Handle inspections (quarterly/yearly)
• Trained new team members on recertification processes, resulting in a more knowledgeable and efficient workforce.
• Implemented new software tools to manage recertification tasks, increasing overall productivity.

• Supervised day-to-day operations to meet performance, quality and service expectations.
• Maintained a clean, safe, and organized store environment to enhance the customer experience.
• Developed strong working relationships with staff, fostering a positive work environment.
• Creating New Accounts
• Responsible for overseeing multiple accounts
• Directing employees to assigned positions
• Payroll/Accounting/Taxes
• Tracking/Ordering/Receiving/Delivery

• Provided for peaceful and safe tenant relations through complaint management and conflict resolution.
• Reported and documented maintenance requests and scheduled appropriate services.
• Oversaw move-in/move-out processes to ensure seamless transitions while minimizing vacancy periods.
• Supervised maintenance staff, providing guidance on work priorities and ensuring completion of tasks on schedule.
• Conducted thorough background checks on prospective tenants to minimize risks associated with delinquency or lease violations.
• Managed daily operations, ensuring smooth functioning of the residential complex.
• Increased tenant satisfaction by promptly addressing maintenance requests and resolving issues in a timely manner.
• Advertised on internet ad forums and obtained potential residents through lead generation.