Gina M. Busey has over 10 years of experience in customer care, new product development, and strategic partnerships at Intuit. She has a proven track record of top performance, innovation, and relationship building. Her core strengths include cross-functional leadership, change management, analytical abilities, and customer experience ownership. Currently she leads the GPS Care team and is responsible for innovative initiatives to provide the fastest resolution for Professional Tax customers.

1. Gina M. Busey
415 Post OakDr | 972.804.9559 | gina_busey@intuit.com
Top Performing & Award Winning Professional with a High Level of Creativity &
Exceptional Relationship-Building Talents
Core Strengths
CROSS-FUNCTIONAL TEAM LEADERSHIP
CHANGE MANAGEMENT
STRATEGIC PARTNERSHIPS
STRONG ANALYTICAL ABILITY
EXCELLENT TIME MANAGEMENT
PROCESS/PERFORMANCE MANANGEMENT
CUSTOMER EXPERIENCE OWNERSHIP
NEW PRODUCT TEAM TRAINING & DEVELOPMENT
STRATEGIC TEAM DEVELOPMENT
INNOVATION CATALYST
Intuit Experience
PTG CARE- GPS CARE LEAD| SEASONAL COACH- LINK & TAX PRO CONNECT | | AUGUST 2015-PRESENT
Winning Together: GPS Care: Responsible for main Customer Care initiative for FY16. The overall goal of getting our
Professional Tax customers the fastest resolution to product & tax related questions, which route they choose to go:
Self Service, Chat,Phone or Email. Focusing primarily on saving our customers time in their workflow, I have taken the
lead role on innovative design thinking by leveraging partnerships from many business units around the whole of
Intuit.
Learn Fast: Link: In TY15, was re-assigned responsibility for the Link Care experience,this time across all products,
Lacerte, ProSeries & ITO. Quickly put together agent training to create a set of Link Experts. Became involved in the
day-to-day Link contact drivers and meet weekly with Care coaches on service levels & understanding. Cross-functional
partnering with L&D to make sure Link content is up-to-date and sent out to Care front-line. Attend all R2R Sprint and
Product Reviews and will be working with Wheelis, Fiona & CCampbellon Link Care for FY16.
Deliver Awesome: Tax ProConnect: responsible for creating & coaching strategic E2E Care team, focused around
experimentalplatform within QBO & QBOA, connecting Small Businesses with Tax Professionals. Assist Product
Development & Management teams with insights & learnings from beta customer group. Provided recommendation
around Support strategies both for SMBpopulation & Tax Pros with QBOA. Attend all ASM Sprint & Product Reviews
while leveraging strategic BU partnerships to provide the best customer experience.
 Level 2 Innovation Catalyst Certification- Facilitation
 Top Performer Recognition: Super Bowl Ticket Winner, January 2016
NEW PRODUCTS CARE COACH- INTUIT LINK | | TY14 & CURRENT FOR TY15
Learn Fast: In TY14,responsible for creating & technical coaching of strategic E2E Care team. Developed Care
Onboarding structure for potential Link customers given to us by PM- Link Care agents proactively called on subset of
customers given by Link PM/PD, and walked through set up process and answered any initial questions. This allowed
for on the spot troubleshooting during initial set up. Also for TY14,attended all Dashboard Reviews with updates &
data around Link and was able to help analyze customer data that was helpfulfor newproduct updates & releases.

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 Intuit Customer Care Top Performer, GPS Care, 2015
SUPPORT SPECIALIST- INTUIT TAX ONLINE & INTUIT PRACTICE MANAGEMENT | | SEPT 2013- OCTOBER 2014
Learn Fast: First technical-skills based career: Passionately provided outstanding customer Care & issue resolution for
multiple online products: ITO, Tax Online Mobile & Intuit Practice Management,via chat, email & phone. Collaborated
as part of a cross-functional team, working closely with engineering,marketing, sales, product development and
experience design to resolve complex customer and product related issues, resulting an Outstanding rating.
Involved with Lean Start In experiments,focused on improved client experience for Intuit Tax Online, Tax Online Mobile
and Intuit Practice Management.
Based on business outcomes, in combination with VOC & CSAT, recognized as top performer.
 Level 1 Innovation Catalyst Certification- Deep Customer Empathy, Rapid Experimentation, Broad 2 Narrow
 Intuit Customer Care Top Performer, 2014
INTUIT TAXONLINE SOFTWARE CONSULTANT | | AUGUST 2012-SEPTEMBER 2013
WinTogether: Continuously worked to cultivate & manage cross-functional relationships with Care,Development and
Product Management to maintain accurate and timely SLA, to instill confidence in the Tax Online brand. Entered,
assigned and maintained Sales pipeline. Excellence in time management and prioritizing project deadlines, sales contests
and pipeline.
 Intuit Tax Online Sales Rep- 4th Quarter, 2012
INTUIT PROFESSIONAL REFERENCES |
· Fiona Blakesley, Direct Customer Care,PTG
· Todd Weishaar, Technology &Portfolio Management Leader
· Tim Egolf, Sr Offering Program Manager
· Nina Taber,Program Manager,Mgr 2
MARKETING & ECONOMICS | 2004 | TEXAS STATE UNIVERSITY
· Major: Business, Marketing
· Major: Economics
· Mu Epsilon Theta Sorority: various leadership roles held, VP of initiated Iota class
WORK RELATEDCERTIFICATES & IN PROGRESS |
· KCS Contributor | Intuit InternalKnowledge Base | Current
· Project Management Institute Agile Certified Practitioner (PMI-ACP) | cPrime | In Progress
· Scrum Fundamentals Certification | SCRUMstudy | In Progress
VOLUNTEER | WCGB
· Alzheimer’s Association Plano campus | 2014 & 2015 | Co-Chair
· Autism Awareness