Brian Panelo Email & Phone Number

Norfolk, Virginia, United States

Norfolk, Virginia Area

- Surpass YoY net revenue objectives by achieving $16.5M (2% increase) for 157 offices in FY18 and $16M (3% increase) for 139 offices in FY19.- Responsible for supporting day-to-day operations of 200+ small business-owned tax offices in 13 states.- Oversee coaching for all members of the franchise system to achieve performance and revenue objectives.- Approve annual operational budgets of up to $450K per franchisee and manage operational financing requests. - Lead expansive quarterly regional DMA meetings attended by up to 50 small business owners each, inspiring operators to analyze performance, identify changes in marketplace, and implement strategic initiatives to fulfill organization’s goals and vision.- Facilitate effective communication between multiple business units, including finance, sales, technology, and marketing, to achieve organizational alignment regarding goals, processes, and productivity.- Analyze P&L statements and Action Plans for 100+ small business owners, promoting continuous improvement based on both qualitative and quantitative data. - Process and negotiate 10+ business-to-business franchise sales annually, assisting business entity development by ensuring smooth and efficient operational and managerial transitions between owners.- Host quarterly regional meetings in person or by electronic means to disseminate information, discuss advertising, and address other franchisor issues while enhancing professional communication, collaboration, and engagement among 50+ attendees per event.- Identify and address 20+ underperforming offices monthly, boosting revenue generation by focusing on strategic planning, process improvements, and customer satisfaction, retention, and referrals.- Conduct and approve 10+ site selections and lease negotiations annually for new and existing office locations within region.

Norfolk, Virginia Area

- Managed and instructed initial required effective operations training course for 200+ new franchise owners annually.- Prepared intermediate course materials and trained 1000+ employees in application courses used in the tax industry.- Trained an average of 90 students monthly, leading two sets of six-day classes comprised of 12 courses total, via classroom and online settings.- Guided development and creation of 15+ innovative training videos annually regarding company policies and procedures, collaborating with small business owners and media professionals to deliver superior project outcomes while adhering to established budgets and timelines.- Built rapport with students to increase active participation during training classes.- Expanded professional expertise at every opportunity to improve training outcomes.- Developed and maintained franchise operations manual to ensure franchisors remained compliant with established standards for representing the brand.

- Managed and motivated 10-15 direct reports to implement, maintain, and optimize day-to-day technical solutions for all offices.- Utilized skills in conflict resolution, problem-solving, and customer service to handle escalated client issues within incident queue, ensuring customer satisfaction, retention, and referrals in compliance with company policies.- Performed onboarding and training for 30+ new hires annually, providing ongoing feedback and support to ensure both individual and team success.- Continually updated key knowledge-based solutions to successfully meet company’s growing technical demands.- Provided additional end-user support and troubleshooting for 100+ tickets daily as needed.- Spearheaded the requirements-gathering process to support the development of up to 20 new and enhanced features and functions annually.- Ideated high-level recommendations on upcoming technology needs and priorities.