Nanette Walter

My career journey has been quite a transformation. I originally worked in graphic design, but when the market crashed in 2008 and all the jobs dried up, I asked myself where I could go that would be recession-proof. I decided on finance and took an H&R Block course, got hired by them, and spent 8 years there before transferring to TurboTax. I've been in the tax industry since 2009 and with my current company for the last 10 years. While working, I decided to go back and get an accounting degree, so I totally made a complete career shift. Now I work as a manager for TurboTax, part of Intuit, in a fully remote position. I manage the experts in our call center who interact with customers, coaching them on the best ways to handle situations like angry customers or complex problems they can't get past. My main focus is making sure customers have a good experience while our experts don't feel like they're being dragged down and worn out at the end of the day. I'm trying to make sure everybody all the way down the line is happy with their job and their service. My expertise is in individual taxes and small businesses, not so much business trusts or complex entities, but everyday taxes for regular people. The transition to remote work was especially important for me because I have a special needs son who is autistic, and I needed to be home with him when he needed me, which is why I moved from H&R Block to TurboTax.