Jonathan Crooks Email & Phone Number

Huntsville, Alabama, United States

• Supported the Multi-Unit Team Leader, serving as onsite point of contact for tax office associates and clients, ensuring quality and consistent execution that promoted the values of H&R Block• Executed and held 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• Served as point of contact for onsite escalated client service concerns• Ensured clients were scheduled properly and conflicts were resolved, with escalation to the Multi-Unit Team Leader and District General Manager as necessary• Led the office from the front desk, providing phone coverage and engaging with clients to deliver an outstanding experience• Led daily activities to ensure that all tax office associates were scheduled, and work was completed according to deadlines, with attention to quality standards, priorities and overall goals• Led daily huddles and communicated essential information to office associates

• Mastered various in-house technological applications including WISMO, OneWalmart, and gif 2, becoming a go-to resource for colleagues on software functionality and troubleshooting.• Demonstrated strong problem-solving skills in order fulfillment, ensuring accuracy and timely delivery of online orders.• Communicated effectively with customers both in person and over the phone, providing updates on order statuses, addressing queries, and ensuring a high level of customer satisfaction.• Adapted to changing inventory and store layouts, utilizing the store's tech tools to locate and secure items efficiently.• Collaborated with the in-store team to streamline the pick-up process, resulting in reduced wait times for customers.• Assisted in training new hires, sharing best practices, and ensuring a consistent level of service across the team.

• Oversaw and optimized the efficiency of the parking lot operations, ensuring timely retrieval of carts from designated return stations.• Recognized by store management for maintaining exceptional operational standards and ensuring a clutter-free environment for customers.• Coordinated and assisted in the careful loading of customers' vehicles with large appliances and machinery, prioritizing safety and preventing potential damages.• Collaborated with the team to devise and implement problem-solving strategies during peak hours, ensuring smooth operations and minimal customer wait times.

• Prioritized customer service, consistently achieving high customer satisfaction scores; addressed and resolved customer concerns promptly.• Managed cash registers and drive-thru operations, ensuring accurate financial transactions and swift service.• Collaborated with team members and back-of-house staff to streamline operations during high-demand periods, effectively reducing wait times and enhancing customer experience. • Assisted in monitoring inventory levels for front-of-house supplies

Google It Support Certificate, Information Technology

This program includes over 100 hours of instruction and hundreds of practice-based assessments, which help simulate real-world IT support.

Applied Mathematics