Client Excellence with Tino-Gaetani and Carusi CPAs
Client delight doesn’t happen by accident. Rather, thoughtfully designed around the end user experience. In this episode, Karbon Excellence Awards podcast host Twyla Verhelst chats with Melissa Gaetani (Partner) and Roslyn Myall (Workflow Manager) from Tino-Gaetani & Carusi CPAs (TGC), the 2025 Karbon Excellence Award winner for Client Excellence.
Melissa and Roslyn unpack how they keep the client experience at the core of everything: from reimagining workflows to leave room for the human element, to assigning every client a Client Excellence Coordinator so communication never falls cold. They share the meeting cadence that builds trust and clarity at key moments, how technology (including Karbon) supports a smoother client journey, and why investing in financial education through their Entrepreneur Coaching Program helps clients make smarter decisions and deepens long-term relationships.
Celebrate the 2025 Karbon Excellence Award winner for Client Excellence: Tino-Gaetani and Carusi CPAs.
Melissa and Roslyn unpack how they keep the client experience at the core of everything: from reimagining workflows to leave room for the human element, to assigning every client a Client Excellence Coordinator so communication never falls cold. They share the meeting cadence that builds trust and clarity at key moments, how technology (including Karbon) supports a smoother client journey, and why investing in financial education through their Entrepreneur Coaching Program helps clients make smarter decisions and deepens long-term relationships.
Celebrate the 2025 Karbon Excellence Award winner for Client Excellence: Tino-Gaetani and Carusi CPAs.
Creators and Guests
Host
Twyla Verhelst
Twyla is a CPA with a passion for transforming the accounting profession. She co-founded an advisory-led accounting firm and a technology startup, emphasizing innovation and community engagement. She has built accountant channels and accounting partnerships at leading fintech companies, driving initiatives that empower accountants to embrace technology and AI to modernize their practices.
Guest
Melisa Gaetani
Melisa Gaetani is a Partner at Tino-Gaetani & Carusi CPAs, where she champions progressive workplace initiatives and provides strategic guidance to entrepreneurs and physicians navigating complex business environments to achieve sustainable, long-term growth.
Guest
Roslyn Myall
Roslyn Myall is the Workflow Manager at Tino-Gaetani & Carusi CPAs, where she leads workflow automation, business process optimization, and systems improvements to drive operational efficiency across the firm.
