Shana Kaye

Customer experience, finance, and operations professional with experience supporting Intuit TurboTax customers, reviewing financial and tax information, researching complex issues, and translating requirements into clear next steps.

Background includes operational reporting, quality and audit controls, workflow improvement, employee training, discrepancy resolution, and cross-functional coordination. Recognized for meeting 100% of personal tax-season goals and client experience survey goals, achieving 100% audit accuracy on multiple occasions, and improving team productivity and turnaround times. Quick to learn new technology and able to translate unfamiliar systems and procedures into practical guidance for colleagues and stakeholders.

Customer Success Tax Expert, Seasonal at Intuit — TurboTax (2020 – 2026)

• Review client financial and tax information, research tax questions, notices, projections, and compliance requirements, and explain appropriate next steps in clear, customer-focused language.
• Troubleshoot customer issues using digital tax and financial software, applying structured workflows to support accurate and timely outcomes.
• Meet 100% of personal tax-season goals and client experience survey goals while maintaining a customer-centered approach.
• Research complex questions and communicate findings clearly, helping customers navigate detailed processes and understand available next steps.

Business Operations Manager | Multifunctional Finance & Operations Role at Progressive Enterprises (Castaways Yacht Club) (2012 – 2026)

• Managed broad operational and financial workflows, including insurance claim review, accounts payable and receivable, payment processing, reconciliations, expense management, and recurring financial reporting.
• Reviewed 1,000+ invoices monthly averaging $2M and managed more than $500K in monthly receivables, maintaining careful documentation and transaction accuracy.
• Investigated discrepancies and account inconsistencies, researched supporting records, coordinated with internal teams and external partners, and followed issues through resolution.
• Prepared recurring operational and financial reports for leadership review; analyzed trends, variances, and workflow issues to support decision-making and process improvements.
• Audited 100+ employee expense reports using SAP Concur, identified exceptions, and coordinated improvements to audit rules and workflows with senior management.
• Digitized records and improved workflows to strengthen document accessibility, processing efficiency, and record accuracy.
• Contributed to a 40% improvement in cash flow and AP/AR processes, $1M in cost savings through workflow improvements, and $250K–$350K in annual operating cost reductions.
• Partnered with leadership and finance executives on cash-flow projections, budgets, business performance, and resolution of operational issues.

Revenue Cycle Manager (Charter Member) at Residence Inn by Marriott (2015 – 2017)

• Managed revenue-cycle back-end operations, including accounts receivable, denials management, billing, cash posting, and customer service.
• Reviewed customer accounts and financial records for a 125-room hotel, reducing billing-cycle turnaround time by 30%.
• Validated daily revenue reports of up to $750K and investigated daily financial discrepancies ranging from $150 to $1,000.
• Learned management software quickly and trained multiple employees, including senior leadership, on system use and operational processes.
• Trained department heads and accounting teams, improved productivity by 35%, and reduced backlog by 30%.
• Achieved 100% audit accuracy in December 2015, May 2016, and December 2016; contributed to customer satisfaction above 95%.

Business Development Executive Assistant at Maidstone Capital Corporation (2011-06 – 2012-01)

Quality Control Manager at Stratmar Retail Services (2009-04 – 2011-06)

Content Distribution & Marketing Assistant at MTV Networks (2008-09 – 2009-03)

MBA in Marketing & International Business – Iona College, Hagan School of Business

BBA in Business Management (Minor: Marketing) – Monroe College

Paralegal Studies – City College of New York (2019-02)