Cidia Bryan is an operations manager with over 10 years of experience in business operations and customer service. She has a proven track record of increasing production by 18% while reducing costs by over $50,000 as the operations manager at H&R Block. Her skills include strategic planning, process improvement, budgeting, and motivating teams. She currently oversees the operations of 6 H&R Block offices with 76 employees.

1. CIDIA BRYAN
3846 Valley Bluff Lane
Snellville, GA 30039
(678)468-5535
cidlou32@yahoo.com
Operations Manager
General Business Practices/Improvement Processes/Customer Oriented
A results-oriented business professional with proven abilities in strategic planning, managing
projects, improving efficiency of operations, team building, and development of effective
processes for operations. Able to identify areas of strength and weaknesses and implement
company policies, standards, changes in operation, and systems that optimize productivity and
bottom line. Demonstrate ability to motivate staff to maximum productivity and control costs
through the most effective uses of manpower and available resources.
• Program Development
• Streamlining Operations
• Manager/Motivator
• Labor Utilization Analysis
SKILLS
• Able to instill vision to achieve company goals and surpass production expectations
while maintaining quality, safety, and customer service integrity through total quality
management
• Successful in creating and implementing strategic plans, administrative budgets, and
developing improved processes to meet short and long term objectives
• Oversees facility operations to ensure facility requirements are met within established
budget, design plans for facility improvements to meet production goals and to provide
superior customer service.
• Interviews potential employees, schedule staff, evaluate performance and makes
recommendations for promotions. Able to establish a team-spirited environment through
positive and proactive leadership style
• Train management in their daily job processes and empower to make decisions in order
better service customers
WORK EXPERIENCE
H&R Block Tax & Business Services Duluth, GA
Operations Manager 2012 – Present
• Directly train all administrative staff and manage 10 tax preparers; oversee all areas of
HR for a total staff of 76 employees
• Increase production by 18% over previous year at a cost savings of more than $50k per
year
• Oversee customer care for 6 offices, handling complaints, cutting cost to company of
more than $65K per year while maintaining customer satisfaction
• Improved client satisfaction by reaching out to customers and identifying and resolving
issues which resulted in a retention of 98%

2. • Conducted weekly "huddle" with tax preparers and administrative staff to improve
communication, build a team-spirited environment, and improve job performance
• Perform audit preparation for 6 offices and over 20k clients
Operations Manager Assistant 2010 – 2012
• Assist Operations Manager with all aspect of management for 4 offices to include
conducting monthly staff meetings
• Liaison with Operations Manager to evaluate performance for 38 employees
• Oversee customer care for four offices and maintained a high retention rate
• Perform audit preparation for four offices and over 14K clients
Administrative Assistant 2004 – 2010
• Perform general clerical duties to include but not limited to: photocopying, faxing, mail
distribution and filing
• Coordinates and maintains records for staff, answer phones, take payments in person or
over the phone
• Assemble tax returns to deliver to clients for their retention and records
EDUCATION
Bachelor of Business Administration 5/2016
American InterContinental University Schaumburg, IL
• Specialization: Operations Management
CERTIFICATIONS
• Certified Acceptance Agent
• Preparation Tax Identification Number (PTIN)
• Notary Public
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