ANDREA HILDERBRAND

As a Tax Expert for Intuit, I was responsible for providing expert guidance and support to customers using Intuit's Turbo Tax preparation software. I leveraged my tax expertise to assist customers in navigating the software, answering tax-related questions, and ensuring a smooth and accurate filing process. My key responsibilities included but not limited to:

I. Customer Support: Provide exceptional customer service, assisting users with tax-related questions and concerns via phone, chat, or email; Guide customers through the TurboTax software, helping them understand and navigate the tax preparation process.

II. Tax Expertise: Stay current on tax laws, regulations, and changes to ensure accurate and up-to-date assistance to customers; Leverage tax knowledge to address complex tax scenarios and provide solutions tailored to individual customer situations.

III. Software Assistance: Assist customers with technical issues related to the TurboTax software, including troubleshooting and problem resolution; Provide guidance on utilizing features within the software to optimize the tax filing experience.

IV. Documentation and Reporting: Document customer interactions, issues, and resolutions in a clear and concise manner; Provide feedback to product development teams based on common customer inquiries to enhance the software's user-friendliness.

V. Continuous Learning: Engage in ongoing training to stay informed about updates to Intuit's products and changes in tax regulations; Share knowledge with team members to contribute to a collaborative and informed support environment.

VI. Cross-Functional Collaboration: Collaborate with other departments, such as product development, marketing, and quality assurance, to enhance the overall customer experience.

VII. Quality Assurance: Participate in quality assurance processes to ensure the accuracy and effectiveness of customer support.

VIII. Timely Response: Respond to customer inquiries in a timely and efficient manner, meeting or exceeding established service level agreements.

As a Lead Support Advisor for St. Clair Financial, I played a crucial role in facilitating the delivery of high-quality financial planning services while managing administrative functions and supporting the growth and development of the firm. I maintained a combination of administrative, client support, and supervisory responsibilities, including but not limited to:

I. Client Communication: Communicate with clients to gather necessary information for financial planning processes; Assist in preparing and organizing client meetings, ensuring all relevant documentation is available.

II. Documentation and Record Keeping: Maintain accurate and organized client files, ensuring all documents are up-to-date and compliant with regulations; Handle paperwork related to client accounts, transactions, and compliance requirements.

III. Financial Plan Preparation: Support in preparing comprehensive financial plans based on client goals and objectives; Collaborate to ensure that financial plans align with regulatory requirements and best practices.

IV. Client Onboarding: Guide clients through the onboarding process, helping them complete necessary forms and providing support with account setup; Ensure clients understand the services offered and are comfortable with the planning process.

V. Compliance and Regulation: Stay informed about changes in financial regulations and ensure that all client interactions and documentation comply with current laws and industry standards; Implement and enforce compliance protocols within the firm.

VI. Problem Resolution: Address client inquiries and concerns promptly and professionally; Work to resolve complex issues related to client accounts or financial plans.

VII. Workflow Management: Develop and implement efficient workflows for client support processes; Monitor the progress of client tasks to ensure timely completion and a high level of service.

VIII. Technology Utilization: Leverage technology and software tools to streamline processes and improve efficiency in client support activities.

IX. Continuing Education: Stay current on industry trends, financial products, and planning strategies through ongoing professional development.

X. Performance Tracking: Track key performance indicators (KPIs) related to client support and team productivity; Provide regular reports on firm performance and areas for improvement.

XI. Collaboration with Other Departments: Collaborate with other departments, such as compliance, finance, and marketing, to ensure seamless operations and adherence to firm policies.