State/Federal Tax Preparation Technical Writer/Editor

IRENE SINES, E.A.

*** ******** ****** ( Fredericksburg, VA 22401 ( 540-***-**** (

**********@*****.***

TAX PREPARER

Enrolled Agent and tax specialist with 16+ years distinguished experience

working with industry leader Intuit- developing Subject Matter Expertise in

e-filing, state/federal tax issues, income tax, tax/finance content

creation and working with individuals and businesses in resolving

escalations, tax questions and concerns. Skilled in troubleshooting systems

to identify and resolve areas of underperformance. Former real estate firm

manager and real estate school instructor, seasoned in staff training, team

leadership, project management and ensuring the highest levels of customer

satisfaction.

State/Federal Tax Preparation ( Due Diligence ( Teamwork/Independent Work (

Compliance ( Reporting ( Forecasting Analysis ( Presentations ( E-Filing (

Deductions ( Tax Savings ( Audits ( Process Improvement ( Content Creation

Attention to Detail ( Deadline Driven ( Quick Learner ( Multi-Tasking (

Reconciliations ( Customer Service ( Escalations ( Training ( Excellent

Oral & Written Communication Skills ( Attention to Detail

PROFESSIONAL EXPERIENCE

Irene Sines Tax Preparation, Fredericksburg, VA . 2007-Present

Private consultancy specializing in both federal and state tax return

preparation for individual and business clients.

SOLE PROPRIETOR

Leveraged extensive tax knowledge, skills in customer service, tax

research, analysis and relationship development to build a small firm from

the ground up. Continually learned best practices in marketing, social

media and business development to expand customer base. Ensured the highest

levels of client satisfaction to gain referrals and repeat business year

after year. Advised clients on filing for corporations, S-corporations,

partnerships, trusts, estates, gift returns, general advice, tax planning

and various tax issues.

Intuit, Inc., Fredericksburg, VA . 1998-Present

S&P 500 component specializing in financial/tax preparation software and

related services for small businesses, accountants and individuals.

Flagship products include TurboTax, QuickBooks and Quicken. Annual revenue

$4.1B+.

DEVELOPMENT & SUPPORT SPECIALIST II ( 2010-2014

CUSTOMER CARE ASSISTANCE & ESCALATIONS (A&E); TAX CONTENT( 2009-2010

Promoted continuously throughout tenure due to an ability to rapidly

assimilate best practices, product specs and tax functions earning a

reputation as a Subject Matter Expert in e-filing, staff training, PATS

test creation, XML Spy, client services, tax issues and relevant content to

support A&E functions.

. Multi-tasked to serve both in the Tax Content and Customer Care A&E

divisions. Spearheaded software programming and testing to ensure

launch of quality products for Lacerte and ProSeries.

. Leveraged strong training and communication skills to mentor DSS

members as well as frontline agents on the e-file process to ensure

effective and efficient client support and satisfaction.

. Conducted webinars for Intuit customers on e-filing.

. Authored relevant financial and tax content for client concerns as

well as Just-In-Time training materials on the Tax Ticker as issues

develop.

. Handled all escalated issues, researching questions and concerns and

following up the client to resolve all challenges. Troubleshot systems

to identify areas of weakness and collaborate with diverse departments

in continuous improvement initiatives.

E-FILE QUALITY ASSURANCE ( 2006-2009

Championed expert testing of ProSeries and TurboTax modules for e-filing.

Ensured fields appeared correctly in converted output. Verified

functionality of refund and payment options. Made certain client letter and

EF instructions worked properly. Created PATS test client files.

TECHNICAL SUPPORT AGENT ( 2002-2009

Progressed to specialize in ProSeries tax preparation software and answer

calls from CPAs. Gained a reputation for first call resolution and

consistent customer satisfaction. Resolved challenges including networking,

software installation and operation.

Continues...

IRENE SINES, E.A.

Page Two ( 540-***-**** ( **********@*****.***

Intuit, Inc., Continued...

WEB SITE TECHNICAL SUPPORT AGENT ( 1998-2001

Hired by industry leader Intuit to leverage financial acumen and teaching

expertise from past roles to quickly learn product/service specification

for Quicken.com and QuickenLoans.com and train new personnel from a major

acquisition on site operation, processes and procedures.

. Worked directly with a diverse range of clients and prospects

(phone/email) to answer questions and concerns.

. Accurately tracked relevant contact data and key metrics required by

management.

. Collaborated with leadership to identify and resolve site issues.

** ** **

Career Note: Additional excellent experience as MANAGER, Better Homes

Realty. DIRECTOR/INSTRUCTOR, Weichert Real Estate School. TECHNICAL EDITOR,

Federal Reserve Board. Details furnished upon request.

EDUCATION

Master of Science ~ Management Information Systems (In Progress)

University of Mary Washington, Fredericksburg, VA

Bachelor of Arts ~ Psychology

George Mason University, Fairfax, VA

PROFESSIONAL DEVELOPMENT

Enrolled Agent Credential (PTIN #P00643664) Since 2007.

Internal Revenue Service

Continually taking Continuing Education courses in subjects such as Tax

Issues in Divorce; Affordable Care Act Tax Provisions; Education

Provisions; Construction Contractors; New Legislation and other issues.

TECHNICAL KNOWLEDGE

MS Office Suite (Word, Access, Excel, Outlook, PowerPoint) ( TurboTax

JIRA ( MSIE ( Lacerte Tax Preparation ( XML Spy ( QuickBooks ( ProSeries

Tax Preparation

PROFESSIONAL AFFILIATIONS

National Association of Enrolled Agents

Virginia Association of Enrolled Agents

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