Tax Expert & Customer Support Lead

PATRICIA TREVINO

**** ****** *** ***. **** A, Norfolk, VA 23503 361-***-**** **************@*****.*** A former business owner with over 25 years of tax preparation experience, bookkeeping, managing employees, and extensive customer service. Goal-oriented, customer obsessed, highly motivated, self-starter and knowledge of tax regulations and compliance standards (Previously ISO Certified and Acceptance Agent for IRS). SKILLS:

Extensive Customer Interaction and Support

Critical Thinking and Problem Solving

Advanced Diversified Customer Service and Support

FEBRUARY 2023 - PRESENT

INTUIT - Remote

Tax Expert Lead, TurboTax Live, Tax year 2024

● Provided live support to multiple Tax Experts and Tax Associates at once while they assisted customers needing tax advice, clarification of tax law, software/product/tech issues, full-service preparation over the phone and/or chat.

● A Liaison to various Managers, assisted with organizing their one-on-one schedules, made presentations in huddles, gave advice, and assistance to Tax Experts regarding tech issues, investigations, call drivers, and other top of mind questions to new associates.

● Collaborated in Round Table events when available

● Mentored experts with supportive tips, guidance, and advice when approached via slack to add to their growth and comprehension of the company’s goal, purpose, and expectations.

● Exhibited genuine empathy and understanding towards clients and tax experts, fostering trust and confidence in the assistance provided.

● Extensive use of Zoom and Slack communication channels, workflows, and peer communications utilizing strong FEBRUARY empathy, 2023 verbal - DECEMBER and written 2024 skills. Tax Expert

● Guided customers through their tax return and provided assistance with both tax software and tax questions.

● Categorized and organized customer’s documents when preparing full service returns and collaborated extensively with customers while in the process of preparing the returns.

● Participated in several Pilot Programs and provided feedback. NOVEMBER 2003 - PRESENT

TREVINO PROFESSIONAL BUSINESS SERVICES - Owner

● Establish sole proprietorship offering comprehensive and informative tax preparation to individuals, along with bookkeeping to local small businesses.

● Provide Notary Public services and translation services both verbal (court hearings) and written documents.

● Maintain and adhere to the confidentiality of sensitive information and upheld professional standards and ethics in all aspects of the business.

● Secure files as per IRS requirements

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● Prepare and file a variety of compliance documents mandated for each individual small business, including but not limited to Texas Department of Transportation (TXDOT), Texas Commission on Environmental Quality (TCEQ), and the State Comptroller for Sales Tax Reporting. EDUCATION

● Del Mar College, Corpus Christi, Texas

● Victoria College, Victoria, Texas

HONORS AND ACTIVITIES

Community oriented, have served on the following Boards: Palmer Drug Abuse Program (PDAP), Salvation Army, United Way, and The Port Lavaca Chamber of Commerce. Proud member of the Port Lavaca Rotary Club.

PROFESSIONAL REFERENCES:

Jeff Pryor - former Intuit Manager

Sharon Makowski - Current Intuit Manager

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