La Toya W. Boyd-Tillett
Las Vegas
Summary
Strategic tax professional and people leader with 22+ years of experience in tax preparation, accounting, business consulting, and team leadership. Enrolled Agent with a strong record of coaching tax professionals, improving performance metrics, and delivering exceptional customer experiences in high-volume environments. Proven ability to lead remote teams, provide direct and constructive feedback, and drive improvements in customer satisfaction, quality assurance, and operational performance. Experienced in complex tax resolution, multi-state filings, and developing high-performing tax expert teams.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Seasonal Manager 1
Intuit Inc.
10.2025 - Current
- Lead and develop a remote team of TurboTax Live tax experts during peak tax season while driving improvements in operational performance, quality metrics, and customer satisfaction.
- Manage and coach a team of 24 TurboTax Live Experts, providing performance management, mentoring, and development support.
- Monitored weekly calls and chats to evaluate service quality and provide targeted coaching.
- Deliver direct, constructive feedback to improve expert performance and ensure alignment with company quality standards.
- Lead difficult but necessary coaching conversations to address performance gaps and improve accountability across the team.
- Monitored and managed operational metrics to ensure team alignment with performance goals.
- Achieved strong Full Service performance metrics including: ProSat: 95.9%, Responsiveness: 95.1%, PRS: 81.9%.
- Team has completed 563+ tax returns, averaging 40 returns weekly during the current season.
- Analyzed 675+ customer surveys to identify coaching opportunities that enhanced customer experience.
- Conducted service recovery interventions to address customer concerns and boost satisfaction scores.
- Successfully coached multiple experts to improve individual performance metrics by 10-12% through targeted feedback and mentoring.
- Provided peer feedback.
President & Enrolled Agent
Tax Plus Financial Services
10.2014 - Current
- Founder and operator of a remote tax and financial services firm specializing in tax preparation, consulting, and business advisory services.
- Built and managed a fully remote tax preparation firm since 2014.
- Generated over $60,000 in annual revenue consistently for nine years.
- Prepared individual, corporate, partnership, fiduciary, and nonprofit tax returns.
- Advised clients on tax minimization strategies and compliance requirements.
- Conducted interviews, onboarded, and mentored 10+ licensed tax preparers and administrative staff to enhance team capabilities.
- Developed company policies and operational procedures, creating training programs to ensure compliance and efficiency.
- Provide a la carte HR consulting services to external businesses.
- Respond to IRS and state notices through written responses and tax amendments.
Business Tax Expert Lead
Intuit Inc.
12.2024 - 04.2025
- Provided advanced tax expertise and operational leadership to enhance support for TurboTax Live Experts and management teams.
- Managed expert support threads to assist tax professionals with complex customer scenarios.
- Acted as a Lead Liaison between managers and tax experts, supporting operational communication and issue resolution.
- Monitored expert calls and provided coaching recommendations to leadership.
- Served as Lead Assistant Coordinator (LAC).
- Contributed to cross-team initiatives and special projects aimed at enhancing service delivery.
Business Tax Expert
Intuit Inc.
02.2022 - 08.2024
- Delivered live tax preparation and advisory services to TurboTax customers across individual and business tax engagements.
- Provided TurboTax Live phone support and full-service tax preparation, enhancing customer experience and satisfaction.
- Managed business tax extensions using ProSeries, ensuring timely compliance with tax regulations.
- Prepared and filed partnership and S-Corp tax returns, including bookkeeping clean-up and bank reconciliations.
- Promoted from Tax Associate to Business Tax Full Service Expert.
- Served as a knowledge resource for business tax experts, assisting team members with complex engagements.
- Contributed to TurboTax Verified Pro Pilot Program (2023) to support product improvements.
Treasurer (Volunteer)
Black Chamber of Commerce - Inland Empire
San Bernardino
01.2012 - 12.2016
- Oversaw accounts payable, accounts receivable, and financial recordkeeping.
- Prepared monthly financial reports to inform board members of budget status.
- Developed annual budgets and tracked projected vs actual expenses.
- Implemented compliance procedures and prepared annual tax filings to maintain organizational integrity and meet regulatory requirements.
- Coordinated fundraising efforts to support community programs and initiatives.
Volunteer Tax Preparer
Volunteer Income Tax Assistance (VITA)
Riverside
01.2015 - 12.2015
- Prepared tax returns and tax planning calculations, enabling clients to maximize deductions and minimize liabilities.
- Interviewed clients to gather financial information and supporting documentation, ensuring accurate and complete tax submissions.
- Ensured tax filings complied with federal and state regulations, reducing the risk of audits and penalties.
- Recognized by the IRS for contributions to community service in tax-related education.
- Honored by the California State Senate for dedication to helping individuals with tax-related issues.
- Awarded Certificate of Appreciation from IRS and Franchise Tax Board for exemplary service.
- Received recognition from County of Riverside for community contributions in tax education.
Education
Bachelor of Science - Public Administration
University of La Verne
La Verne01-2010
Associate of Science - Computer Programming
Westwood College of Technology
Anaheim, CA12-2001
Skills
- Tax Preparation & Advisory
- Business & Individual Tax Returns
- IRS Compliance & Tax Strategy
- Business Development & Client Relations
- Operational Metrics & Reporting
- Quality Assurance & Call Monitoring
- Service Quality Management
- Performance Coaching & Leadership
- Team Development & Mentoring
- Staff Training & Onboarding
- Remote Workforce Leadership
- Client Relationship Management
Certification
Enrolled Agent (EA)
Paid Tax Preparer Identification Number (PTIN)
Registered Paid Tax Preparer (RPTP)
Licensed CA Real Estate Broker
Licensed NV Realtor
Certified International Sales Agent
Paid Tax Preparer Identification Number (PTIN)
Registered Paid Tax Preparer (RPTP)
Licensed CA Real Estate Broker
Licensed NV Realtor
Certified International Sales Agent
Recognition
- IRS Community Service Certificate
- California State Senate Recognition
- Certificate of Appreciation from IRS & Franchise Tax Board
- County of Riverside Recognition
Timeline
Seasonal Manager 1
Intuit Inc.
10.2025 - Current
Business Tax Expert Lead
Intuit Inc.
12.2024 - 04.2025
Business Tax Expert
Intuit Inc.
02.2022 - 08.2024
Volunteer Tax Preparer
Volunteer Income Tax Assistance (VITA)
01.2015 - 12.2015
President & Enrolled Agent
Tax Plus Financial Services
10.2014 - Current
Treasurer (Volunteer)
Black Chamber of Commerce - Inland Empire
01.2012 - 12.2016
Bachelor of Science - Public Administration
University of La Verne
Associate of Science - Computer Programming
Westwood College of Technology