Kristen Brewer
Carson City,NV
Summary
Customer-obsessed payroll support leader with deep expertise in Online Payroll and QuickBooks Time across Tier 3 support, tax processing, and quality management. Known for resolving tough escalations, driving cross-functional fixes with Product and Engineering, and turning customer insights into measurable CX improvements. Combines hands-on troubleshooting, bug investigation, and compliance knowledge with structured project leadership to reduce repeat contacts, speed time-to-resolution, and strengthen product stability. Earlier foundation in payroll service/support, coaching, and quality programs—elevating team performance and ensuring accurate, compliant outcomes across federal, state, and local jurisdictions.
Overview
17
17
years of professional experience
Work History
Online Payroll Tier 3 Supportability Professional
Intuit
10.2025 - 05.2026
- Led timely, accurate triage and resolution of Tier 2 cases, ensuring professional handling and appropriate escalation for Online Payroll customers.
- Provided advanced technical support and troubleshooting for complex Online Payroll and QuickBooks Time issues, resolving escalated inquiries from Tier 2 specialists.
- Investigated and documented system bugs and known issues; partnered with development to drive fixes and improve product stability.
- Led cross-functional meetings with Product, Engineering, and Operations to resolve high-impact issues, aligning owners, timelines, and success criteria.
- Coordinated project workstreams to improve customer satisfaction, translating support insights into requirements and tracking delivery to closure.
- Acted as Tier 3 liaison to upstream/downstream teams, consolidating themes from Tier 2, influencing roadmaps, and preventing repeat contacts.
Tax Processor
Intuit
08.2023 - 10.2025
- Processed amended tax returns at federal, state, and local levels in a timely, accurate manner to ensure a high-quality customer experience.
- Researched tax regulations and payroll laws to maintain compliance across all U.S. jurisdictions.
- Completed monthly, quarterly, and annual tax reconciliations to ensure accurate filings.
- Navigated multiple systems to provide documented information to states and agencies; interpreted complex federal, state, and local policies for compliant filings.
- Analyzed requests and accurately prepared and filed amended returns.
- Used QBOP to ensure accurate tax filings and payments across jurisdictions.
Senior Supportability Specialist, Quality Management
Intuit
08.2014 - 11.2018
- Built a consistent, company-wide quality framework for Customer Success, using data to set priorities and keep teams aligned.
- Led global, cross-functional initiatives to define and scale service-quality measurement, helping teams meet and exceed client expectations.
- Used Design for Delight, Voice of the Customer, and data analysis to align processes and content with real customer needs.
- Delivered projects on time and on budget; improved the employee experience by updating content and clarifying guidance.
- Coached quality assurance specialists 1:1 and ran weekly audits to raise accuracy and consistency.
- Cut client multi-contact rate from 20% to 14% in one year by training agents on root-cause resolution and product knowledge.
- Created the Master Quality Certification Program and standardized global training, reducing dependency on a 5-person support team.
- Launched and led a rotational intern program; coached interns on quality skills and career goals and kept managers aligned with regular feedback.
QCARE (Quality Coaching and Readiness)
10.2013 - 08.2014
- Partnered with IFSP/Assisted Care Managers to coach teams on quality gaps; aligned agents on quality and professional goals.
- Conducted side-by-side call listening and provided real-time feedback to improve customer experience and product understanding.
- Led Seasonal Care ramp; coached agents to achieve performance quickly.
- Served as acting manager during leader absences.
Senior Online Payroll Service & Support Representative / QCARE
Intuit
03.2013 - 10.2013
- Processed end-to-end payroll for customers with strict accuracy and compliance, including taxes, deductions, and garnishments.
- Built strong relationships with internal stakeholders; leveraged expertise in accounting and full-service payroll processes.
- Troubleshot and resolved payroll issues, providing accurate information aligned with government standards (taxes, deductions, garnishments).
- Recognized for rapid resolution of payroll discrepancies and customer service optimization.
- Mentored and coached teammates; team led department quality metrics for three consecutive quarters.
Server
BJs Nevada Barbecue Company
08.2009 - 04.2012
- Delivered fast, friendly table service in a high-volume BBQ restaurant, averaging [X] tables per shift.
- Guided guests through the menu and regional BBQ styles, upselling appetizers, sides, and beverages to increase check average.
- Managed full order flow—took orders, entered POS accurately, coordinated with kitchen, and timed coursing for peak freshness.
- Maintained strict food safety and allergen awareness; verified modifications and temperatures before delivery.
- Resolved guest issues quickly and professionally, turning potential complaints into positive experiences.
- Handled cash and card payments, balanced receipts, and closed out tills with zero discrepancies.
- Supported peak operations by running food, refilling drinks, and pre-bussing to speed table turns.
- Trained and mentored new servers on menu knowledge, POS use, and guest service standards.
- Kept sections clean and stocked; performed side work and opening/closing duties to health and brand standards.
Education
B.S. - Business Management, Marketing
Western Governors University
General Education
Sparks High School
Skills
- Online Payroll & QuickBooks Time
- Tier 3 Escalations & Troubleshooting
- Cross-Functional Leadership (Prod/Ops)
- Customer Experience & Supportability
- Tax Compliance (Federal/State/Local)
- Process Improvement & Change Management
- Customer-Centric Problem Solving
- Quality Assurance & Coaching
- Project/Program Management
- Communication & Stakeholder Management
- Friendly, positive attitude
- Teamwork and collaboration
- Multitasking Abilities
- Excellent communication
Timeline
Online Payroll Tier 3 Supportability Professional
Intuit
10.2025 - 05.2026
Tax Processor
Intuit
08.2023 - 10.2025
Senior Supportability Specialist, Quality Management
Intuit
08.2014 - 11.2018
QCARE (Quality Coaching and Readiness)
10.2013 - 08.2014
Senior Online Payroll Service & Support Representative / QCARE
Intuit
03.2013 - 10.2013
Server
BJs Nevada Barbecue Company
08.2009 - 04.2012
General Education
Sparks High School
B.S. - Business Management, Marketing
Western Governors University