I managed and coached a team of 11 associates, representing a portfolio of about 1000 business owners to whom we provide professional monthly bookkeeping services and year-end financial packages to assist in tax filing. I was solely responsible for the deliverables of my direct reports as well as the client experience. I successfully coached my associates on how to build meaningful relationships with our clients and how to set them all up for success at Bench. I continuously developed the team to create a culture of high performance, feedback, and sustainability. Apart from delivery management and high performance coaching, I'm passionate about the professional development of my people. I coached direct reports in various roles such as beginner management, or efficiency experts. I up-skilled entry-level associates to be promotion ready and ensured all folks were feeling connected to the work they were doing at Bench.When not working with my team specifically, I contributed to projects including developing, testing, and implementing new processes, contributing feedback to make product, design and processes better to support my department and Bench to improve. I was involved in creating a new system to re-engage unresponsive clients from inception to implementation.

I handled a growing portfolio of 70+ business clients, reconciling accounts, scheduling monthly review calls to ensure the bookkeeping standards are met and to provide financial tax packages to assist in tax filing. With my Team Lead, I supported in leading of a group of Accounting Associates within my team to provide guidance with bookkeeping queries, goal-setting, workflow optimization, and leadership preparation through weekly meetings, 1-on-1s, and office hours. I also supported with focus groups to further improve internal processes like communication training. I also mentored new hires to transition into their roles. This involved participation in their onboarding, facilitating an amazing Bench experience, while ensuring their gradual growth and training at the company. Growth was assessed through tracking their progress, collaborating in upper-management feedback sessions, and reporting to my Team Lead on a regular basis.

I managed ~60 SMB accounts in my portfolio which contained varied client types giving me the experience to connect and work with many industries. I was their primary point of contact, managing their client experience, and providing monthly deliverables to aid them in making more educated business decisions.In Tax Season, I provided all clients with a year end financial statement, encompassing an income statement, balance sheet, and notes for their tax preparer or CPA. During my time in this role, I participated in various product focus groups and feedback sessions

I was responsible for acting as a liaison between customers and companies, using telephones and messaging feeds to reach out to customer and handle orders or complaints. I collaborated with supervisor and managers to ensure proper customer service is being delivered through utilizing a communication platform to handle high volume calls.

I taught international students writing and speaking techniques, primarily though English proficiency test preparations; namely IELTS & TOEIC. I assessed student progress throughout the tutoring sessions through mock test preparations and providing feedback through various techniques.

I was responsible for acting as a liaison between customers and the company, using telephone to reach out to customer to handle orders and/or complaintsClient satisfaction and retention was achieved through working with customer service supervisors and managers to ensure proper service delivery. .