Natalie Neal
Front Royal,VA
Summary
Dynamic leader in service, delivery, and onboarding with over 20 years of experience in customer operations, tax advisory services, and remote workforce management. Specializes in TurboTax Live operations through strategic partnerships with industry leaders such as Intuit, Baker Tilly, and JDA TSG. Expertise in onboarding processes, New Expert Orientation readiness, wave onboarding support, operational coaching, and service delivery performance management. Proven track record in mentoring tax professionals and managing distributed teams to enhance customer experience outcomes in high-volume service environments while fostering team collaboration and operational efficiency. Committed to delivering measurable results and cultivating a culture of accountability and excellence in response to evolving organizational demands.
Overview
18
18
years of professional experience
Work History
Seasonal Manager – Service Delivery
JDA TSG | TurboTax Live Operations
Remote
11.2025 - 03.2026
- Managed remote teams of tax experts providing assisted tax support across multiple service channels.
- Supported expert onboarding and New Expert Orientation (NEO) readiness ensuring professionals were prepared for customer engagement.
- Conducted weekly one-on-one coaching sessions to support performance improvement and expert readiness.
- Monitored service delivery metrics and provided proactive coaching to address operational challenges.
- Collaborated with Intuit leadership and partner organizations to ensure alignment with service standards.
Manager / Full Service Expert
TurboTax Live | Baker Tilly | Intuit Partner
Remote
12.2023 - 08.2025
- Delivered full-service tax preparation and advisory services for customers utilizing TurboTax Live Full Service products.
- Mentored tax professionals and supported onboarding of new experts entering the TurboTax Live ecosystem.
- Resolved complex tax scenarios while maintaining high customer satisfaction outcomes.
- Collaborated with Baker Tilly and Intuit operations teams to ensure consistent service delivery practices.
- Contributed to improved operational communication protocols and documentation standards.
Tax Lead
TurboTax Live | Intuit
Remote
01.2021 - 04.2023
- Led remote tax experts assisting customers with tax preparation and filing.
- Conducted team meetings and knowledge-sharing sessions to strengthen tax expertise and service quality.
- Monitored expert performance metrics and delivered targeted coaching.
- Resolved complex tax situations while maintaining compliance with IRS regulations.
Office Manager
Jackson Hewitt Tax Service
Manassas, VA
12.2007 - 03.2019
- Managed daily operations and staff in a high-volume tax preparation office.
- Oversaw tax preparation processes ensuring compliance with federal regulations.
- Managed staff scheduling, workflow coordination, and client appointments.
- Maintained secure client documentation and confidential financial records.
Education
High School Diploma -
Ellenwood Academy
Ellenwood, FL05-2011
Associate of Business Administration - Business Manager
Southern New Hampshire University
03-2026
Skills
- Service Delivery Operations
- Expert Onboarding & NEO Readiness
- Remote Workforce Leadership
- Operational Performance Metrics
- Customer Experience Management
- Employee Coaching & Development
- Cross-Functional Collaboration
- Process Improvement
- Quality Assurance & Compliance
- Customer Resolution Strategy
- CRM & Service Platforms
- Operational Reporting & Analysis
- Customer service
- Team leadership
Leadership & Community Engagement
- Youth Football Team Mom & Volunteer Coach
- Boys & Girls Basketball Coach
- PTO Member
- Youth Sports Advocate
- Advocate for Children with Autism
Timeline
Seasonal Manager – Service Delivery
JDA TSG | TurboTax Live Operations
11.2025 - 03.2026
Manager / Full Service Expert
TurboTax Live | Baker Tilly | Intuit Partner
12.2023 - 08.2025
Tax Lead
TurboTax Live | Intuit
01.2021 - 04.2023
Office Manager
Jackson Hewitt Tax Service
12.2007 - 03.2019
High School Diploma -
Ellenwood Academy
Associate of Business Administration - Business Manager
Southern New Hampshire University