Experience

The Highlands At Wyomissing

• United States
• Hospitality
• 1 - 100 Employee

• Personal Care Home Administrator

  • Nov 2019 - Present



H&R Block

• United States
• Retail
• 700 & Above Employee

• Franchise Business Consultant

  • Jun 2014 - Nov 2019

  Provide business coaching, franchise development and brand management guidance and support to franchisees in my territory. Guided franchisees in developing their individual business plans to grow their markets and achieve revenue targets. Increased Net Average Charge and Incremental product attach revenue yearly. Provided financial guidance around labor planning, supply spend, furniture and equipment purchases. Provided franchisees with guidance around pricing and achieving the Net Average Charge goals. Worked with franchisees to implement local marketing and community partnerships to grow their business. Conduct site visits to ensure the franchisees businesses operated following the Block system addressing services breaks, coaching franchisees to resolve service breaks within the prescribed time frame. Ensured franchisees offices were compliant with the brand standards, working with the franchisee to correct non brand standard issues. Conducted evaluation visits with potential new franchisees to ensure they would be a good fit within the Block system. Provided support guidance and coaching for new franchisees to ensure a smooth integration into the system. Worked with franchisees on site selection including the office buildout process in accordance with the brand standards. Show less

• District General Manager

  • May 1999 - Jun 2014

  Drive District sales results to exceed revenue targets. Consistently exceeded total revenue and net revenue goals. Full P&L responsibility for more than $9,000,000. Provided direct leadership to 25 year round stores in my market leading a team of 250 plus associates. Select locations for office expansion and relocations based on area demographics and market trends. Develop business case and plans to relocate or open new office locations in the market. Developed office level growth plans to deliver revenue results. Lead managers on implementing and executing their growth plans. Ensuring proper staffing coverage through training, coaching and reviewing schedules. Provide coaching in the moment to Managers and office level associates to achieve business results. Motivated office level teams to beat their targets by utilizing the 4 Disciplines of Execution model, gaining individual commitments to drive results. Deliver on exceptional customer service in the market and resolve client satisfaction issues to ensure client are retained. Consistently achieve a Net Promoter Score in the top tier for my region. Severed as a mentor to new District Managers providing training and guidance to help them excel in their position. Including weekly 1: 1 calls and district visits. Recruit, retain and hire staff consisting of Managers, Tax Professionals and Client Service Representatives. Consistently achieve a best in class Engagement, Satisfaction Score of 90% or better yearly over my career. Plan and executed local marketing programs, developed local business and community partnerships to drive new client acquisition in the market. Piloted drop off service in the market working with the national program manager, successful portions of this program where latter rolled out nationally. Organized and conducted cross functional team meetings in the Eastern PA market to better drive operational results. Show less

• Assistant District Manager

  • Jun 1998 - May 1999



Circuit City

• Technology, Information and Internet
• 700 & Above Employee

• Operations and Sales Manager

  • Jun 1993 - Jul 1997