Support Advocate
How did you get into the tax technology field?
Earlier in my career, I worked at public accounting firms and in company tax departments and was exposed to compliance software. I loved it, so I decided to focus on tax technology.
What do you enjoy most about your job?
I really enjoy helping customers with the software and providing them with additional information to ease their compliance seasons. I also enjoy working as a team with my colleagues—we assist each other and share our knowledge.
How does being a CPA help clients?
Maintaining my CPA license helps me talk my customers’ language and understand their needs. I keep up with tax law changes, so I can address their questions when it pertains to tax software.
What is a hidden gem Corptax clients should know about?
One of our best kept secrets is Corptax Help. You can access it from any screen in Corptax and get immediate step-by-step instructions, answers to questions, and videos that walk you through product functionality. It’s a truly great resource.
What is a customer support story that you’re especially proud of?
I took an e-file case on October 15 at 7 p.m., and the filing deadline was midnight. My client had answered the questions required by the state for entities, but then realized that the questions were required for each entity, not the entities as a whole. I told him to take some deep breaths and we would get through it together. It was challenging, but we got the questions answered and by 11:30 p.m., the client was able to successfully e-file.
I consider this example a normal part of my job. If I were in my client’s shoes, I would hope that the person on the other end of the line would do the same for me.
What’s one thing you’re learning now and why is it important?
The IRS created many additional schedules and forms for international tax last year. Our international team was working really hard to get the changes into our software. I saw an opportunity to help, so I got involved. I attended training and worked on some of their cases.
What’s something big or small that you’re really good at?
I strive to communicate clearly, implement responsibly, and adapt to change. Throughout my career, I’ve also learned the importance of being patient with people and truly listening to them. It’s important to walk in their shoes to see their perspective before coming up with a resolution.
What’s something you enjoy most about clients?
Last year, when we were in the midst of making changes for international tax, our clients understood the challenges we faced. They let me know how much they appreciated our efforts.
Flashback to when you were 10 years old. What did you want to be when you grew up?
I originally wanted to be a nurse but learned I had a knack for math. Freshman year, my high school math teacher brought in a few CPA exam questions and asked them in class. The answers came naturally to me, and right then and there my teacher said: you need to be an accountant. And here I am.
What changes have you seen in your field in the past 5 years?
We live in a 24/7 world and most people expect immediate results. Our clients are no different—if they have an issue, they want an immediate resolution. We make a huge effort to always be responsive and resolve issues as quickly as possible.
What trend do you predict for the future?
I see remote-working continuing as companies become comfortable with employees working from home. Our clients have found that our software is well-suited for these conditions, and we may not see a complete return to “business as usual” in the office.
Who is someone you admire and why?
I admire my dad who had a 6th grade education and owned a successful landscaping business for most of his life. One of the best financial principles he instilled in me: if you receive a monetary gift, always put half in the bank. I do that to this day!
