Christine

Bookkeeper Lead/Seasonal Tax Preparer

Intuit • Full-time

Dec 2021 - Present • 4 yrs 7 mos

QuickBooks Online (QBO) Team Lead - Led a team of QBO support specialists, providing expert-level guidance to small business owners and accounting professionals on setup, troubleshooting, and account management - Trained and mentored new team members on QBO features, workflows, and best practices, improving team proficiency and reducing average resolution time - Resolved complex account and reconciliation issues for QBO users, drawing on accounting background to identify root causes beyond surface-level software fixes - Maintained a customer satisfaction/quality score of [X]% while handling a high volume of daily support cases - Served as an escalation point for difficult technical and accounting-related issues, reducing repeat tickets and improving first-contact resolution rates - Collaborated with product and QA teams to flag recurring user pain points, contributing to workflow and product improvement feedback Seasonal Tax Expert (TurboTax) - Provided live guidance to TurboTax users on tax preparation, filing, and troubleshooting during peak tax season - Helped clients maximize deductions and credits while ensuring accurate, compliant filings - Reviewed and explained complex tax scenarios in clear, accessible terms for non-expert users - Maintained high customer satisfaction and accuracy ratings across a high-volume seasonal caseload - Applied accounting and bookkeeping knowledge to reconcile discrepancies between clients' books and their tax filings Achievements - Combined hands-on experience at Intuit with a formal accounting degree, bridging the gap between software expertise and real accounting principles -Trusted resource for both technical (QBO) and financial (tax/accounting) questions — a rare dual skill set -Track record of resolving high-complexity account and filing issues efficiently under high-volume, seasonal conditions