Ila Sowins-Dunmire

Tax Associate Associate Team Leader Receptionist @H&R Block

Gilbert and Mesa, AZ, US

Supported the Multi-Unit Team Leader, served as an onsite point of contact for tax office associates and clients, ensured quality and consistent execution that will allow us to promote the value of H&R Block• Executed and held all tax office associates accountable to Service Standards execution and client service experience, with escalation to the Multi-Unit Team Leader and District General Manager, as necessary. Served as the point of contact for on-site escalated client service concerns.• Ensured clients are scheduled properly and conflicts are resolved, with an escalation to the Multi-Unit Team Leader and District General Manager, as necessary.• Led the office from the front desk, provided phone coverage, and engaged clients to deliver outstanding experience. Led 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.• Led daily huddles and communicated essential information to office associates• Interviewed clients to understand applicable income, deductions, and allowances. Educated clients on tax matters to ensure correct tax form completion.• Supervised the service desk, greeted customers, and scheduled appointments. Responded to inquiries promptly. Administered calendars for tax professionals, increased efficiency, and billable time. Managed accounts receivable responsibilities, resulting in no past due accounts.

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