In this interview we get up close and personal with Norma Vázquez Rodríguez, RSM Puerto Rico's newest Assurance Partner. She shares her journey to becoming a trusted advisor, emphasizing the importance of perseverance, customer service, and a focus on developing people.

 

   

 

Could you start by telling us a little bit more about yourself? 

I was born in San Juan, but my family is from the countryside in Utuado, where I spent most of my summers growing up. In the 50s, my family moved to the San Juan metro area. My mom was a public-school teacher and my dad was in the armed forces. That combination of discipline and the desire for passing on knowledge summarizes my upbringing. I have applied those personality traits into my studies, work, and life. As a proud wife of 32 years and mother of two, I must say it’s wonderful to see your children become professionals and follow their passions. 

 

Tell us the story of how you came to work in the firm and your career path to partnership.

When I was studying in high school, I always believed that I would go to college to pursue a career in STEM. That changed when I took the junior year chemistry class! (Laughs.) My dad always gave me the best advice, and about my degree, he said to pick a career for the future. Therefore, I enrolled in the software development program. In those times, basic accounting was a required subject for developers. As soon as I took that first class, I knew that was it for me! (Laughs.) I changed my major to Accounting and graduated from the University of Puerto Rico. 

 

My career started in a local firm where I worked during the day and studied for the CPA certification at night. During busy season, I remember working on Saturdays and asking the partner if I could leave early to study. I was told that I could study after the work at the firm was done, and that left a mark on me! I now make it a priority to support our staff, so they can reach their professional goals. After a while in that job, I felt that I was not exploring my full potential, as I had hopes of specializing, and my expectations of professional growth were not being met. So, I left.

 

I started my path in RSM Puerto Rico, as supervisor in 2001. 

 

This firm and the partners who interviewed me have been the biggest teachers of my career, from that first engagement to present day. I remember seeing Luis Ocasio (retired RSM Puerto Rico partner) in our first client together and thinking to myself: “When I become partner, I want to carry myself like that”. Working with Luis, and Raúl Hernández (another now retired partner), inspired me every step of the way to partnership. Here, I felt supported to grow. In fact, after becoming manager I was promoted to senior manager and then director. These were both new roles to the firm that were created at those times in order to keep promoting professionals like me and colleagues in other divisions. 

It was here, at RSM, that I became an industry specialist, and this is something we continue encouraging within our staff, to specialize. One area in which I have focused is quality control. I have been working on it for many, many years. In fact, I am a Quality Control Leader, which has allowed me to visit several RSM offices in the Americas, leading quality control inspection processes in Chile, Argentina, El Salvador, Dominican Republic, Nicaragua, and Canada (the latter two, remotely). I was also involved in the evaluation process to accept Guatemala into the RSM network, which it did. The most recent, RSM Costa Rica.

 

In the past few years, RSM Puerto Rico has managed to overcome three natural disasters, two hurricanes (María and Fiona) and an earthquake—all of which devastated the island—and a pandemic that changed the way business is done. What has been your strategy to lead your team through such challenging times? 

Hurricane María really was a tough time for everyone. It was a rough time for me and for the whole team. For me, communication and connection to my team is the most important thing. Therefore, it was terrifying not being able to know if everyone was safe, but fortunately, we were able to reach the team little by little. That first day back in the office, we got together and just shared our experiences. It was a necessary cathartic experience. Since then, we learned the lessons and are better equipped to face adversity, both personally and professionally. 

By the time the pandemic hit, we had installed Teams on a Friday, and the following Sunday the governor announced the island-wide lockdown. Thankfully, we were covered for that one! (Laughs.) Besides communication, the best strategy has been adopting the mind-set that work can be done differently, that it can be hybrid; and adapting to changes quickly. 

 

What do you uniquely contribute to the team of partners?

I really focus on developing our people. I have a passion for teaching that comes from my mother (laughs). I take pride in helping our staff grow, not only in methodology but also in specializing in technical industries and services. I really see my legacy being that, when I leave the firm someday, the industries and sectors that I oversee will keep running smoothly! Apart from that, my north star is customer service. I am very emphatic that the reason we are trusted advisors is because the quality of the services we provide is unmatched! Every and any interaction with a client is important. We must take pride in the service we provide and how we provide it, because that translates into all areas of our life. Another important lesson is perseverance! I became partner after 22 years with the firm; I worked hard and accomplished it. So let that be cautionary tale, giving up is not an option! (Laughs.) 

 

How are things changing in the practice of your specialization that is reshaping businesses?

The buzz all around is the integration of artificial intelligence into accounting. I can see it becoming a very helpful tool for data and sample gathering. I hope that it really alleviates some of the clerical burden that takes time away from the analytical side of our work. I do worry that some may think it could advance enough to pass verdict or give recommendations on assurance topics. I firmly believe that nothing can replace the technical judgement of an accounting professional. 

 

How do you envision the future of the firm?

Bright! In my years with the firm, I have seen it grow and have grown alongside it. This firm has reached new heights not just with clients, but also in administrative terms. It is great to see how we keep adding professionals in areas like human resources and marketing that help the partners focus on getting back to the numbers! Another important part of the firm that I see growing is our RSM Community Outreach program. Back in 2015, I was having lunch with some colleagues and we were thinking about how very fortunate and privileged we are to be well-educated and the benefits that come from it. From that conversation, we decided to start an employee-led charitable group to give back to the community. It has been amazingly successful! Being part of the Community Outreach Committee gives us the chance to leave our mark in Puerto Rico, beyond the services we give our clients.

 

And what about you as a person outside of work – what do you like to do in your free time?

I have a steady routine that helps me maintain a healthy work-life balance that works for me. A few times a week, I walk before coming to work and do yoga or tai chi afterwards to wind down. Every night before going to sleep, I read. On weekends, I average around 10 miles of walking. As for my hobbies, I love tennis! In 2018, I crossed off my bucket list attending the U.S. Open, and I hope to one day attend Wimbledon or another major title like the French Open. With my family, I enjoy listening to music and cooking, but I admit I am not a pro (laughs). We also go to the movies frequently, and as long as it’s not terror, I can watch any film.

 

This is the eleventh delivery in a series of interviews to our partners and leadership, in lieu of Norma's 23 years with the firm this March, as well as International Women's Month - inspired by an internal communication initiative by RSM International.