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• August 2023 to November 2024
• Hybrid, In office Tu/W/Th

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Tactical

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Key Projects

• GenAI Call Center

• Portfolio Cost Management </aside>

• Employed: August 2023 to Present

• Manages $42M annual capital budget, $12M annual operating budget

• Manages 8 teams consisting of 74 staff members (57 On-Shore, 17 Off-Shore).

  1. Microsoft 365 App Team
  2. Call Center Technology - Phone and IVR
     1. Phone Support for 10k tax offices and Retail App Support
  3. Client Services - Salesforce
  4. Field Technical Support - Salesforce
  5. Legacy Revenue Platform - Custom Application
  6. Modern Revenue Platform - Custom Application
  7. Compensation - WorkDay
  8. HR Platform - Corporate and Field - WorkDay

• Oversight of multiple core business platforms, including Human Resources, Expense Reporting, Tax Pro Compensation, Agent Support, Revenue, Intranet, and Support Cases

• Supports a customer service operation with 10,000 agents and serves approximately 100,000 tax professionals across 10,000 offices by way of phone (3 carrier IVR), chat, case management, intranet portal, agent desktop, etc

Strategic

• Works directly with C-level executives; presenting strategic roadmaps, leading contractual negotiations, operational accountability, and financial oversight + defense.
• Leads innovation initiatives, including exploration of GenAI in client-facing products focusing on customer service enhancement.
• Mitigates risks, forecasts overages, and aligns contract terms with execution strategies, integrating business and technology strategies into a formal roadmap aligned with KPIs from both product and tech perspectives.
• Led seven teams in a first-of-its-kind "Season Readiness" exercise in preparation for Tax Season, focusing on operational resiliency and performance tuning.

74

Resources in my Organization (On-Shore + Off-Shore)

$35M

Contract Portfolio Annual Spend

$3.6M

in savings through optimized contract management

$3B

In-house financial system, platform of authority for revenue on the General Ledger

Key Projects

Cost Containment

Established "Actual vs Forecast Usage" Contract Portfolio Model saving $3.6M in Overages

Read More: PROJECT: Portfolio Cost Management

Call Center + GenAI

Strategic Execution of GenAI unifying Customer Support Channels (Chat, Voice) integrated into all Retail Products

Read More: PROJECT: Call Center + GenAI

About the H&R Block

Company overview

H&R Block is a renowned American tax preparation company that provides services to millions of individuals and businesses globally. With a history dating back to the 1950s, it has established itself as a trusted name in the industry. Offering a range of tax preparation solutions, including in-person assistance at their numerous physical locations, as well as online tax filing services, H&R Block caters to various tax needs. The company's software platforms provide users with user-friendly interfaces, guiding them through the tax filing process efficiently. Additionally, H&R Block offers financial products and services, making it a comprehensive resource for individuals seeking assistance with their taxes and financial planning.