As an MTL, I play an essential leadership role in our U.S. Retail Operations, leading a team of 40-60 highly trained tax professionals at up to four locations. I am responsible for delivering top-line and bottom-line business results. Training and assisting each team member, including tax professionals, assistant managers, and front desk coverage with Continuing Education and Certification. Schedules, data analysis, and daily communication with statistics and updates on the business and finances. Handle client and staff escalations, assist each team member accountable for their goals, and help with client interactions and experiences.

Assistant manager for one retail office location. Was quickly moved into a multi-unit leader (manager) position.

Change management planning, communications, custom training and eLearning, facilitation, management coaching, social media management, and strategic planning.

Cultivated relationships with supporters, organized adoption and fundraising events with area businesses and organizations, helped raise awareness of the cause, coordinated online and end-of-year donations, guided volunteers, updated databases, grant writing, and expanded relationships with foundations. Handled post-adoption issues, including medical needs, surrenders, and behavioral issues for adopters. Scheduled “meet and greets” dogs separate from the adoption events.

Managed employee schedule, assisted with website updates and Facebook updates, interacted with customers daily, assisted in the merchandise purchase process

Carried out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities included recruiting volunteers; planning, assigning, and directing work; appraising performance; addressing complaints and resolving problems. Was able to fulfill this role by demonstrating the following competencies: problem solving, project management, interpersonal skills, communication, teamwork, visionary leadership, delegation, plan & organizing, safety & security, innovation, and dependability.