Andrew Matney
Norfolk,Virginia
Summary
Motivated and professional job seeker with a strong desire for a challenging opportunity focused on relationship building and achieving strategic-level goals. Dedicated to enhancing the associate experience through effective training initiatives.
Overview
7
7
years of professional experience
Work History
Client Service Manager
ADP, Inc.
07.2021 - Current
- Lead a Comprehensive Payroll team of 15 associates. My team's book of business consists of 26 clients paying over 12,000 employees that generates $6.7M of annual revenue.
- Utilize a variety of training resources and directly coach team members to promote productivity and quality service. In FY25, my team stands at a 75 NPS and 9.9 Average TNPS.
- Liaise between senior leadership, associates, and various support teams to share feedback and implement improvements for processes and associate's experience.
- Resolve customer complaints while prioritizing customer satisfaction and loyalty.
- Established team priorities, maintained schedules and monitored performance.
- Partner and collaborate with multiple internal and external stakeholders during client escalations to ensure that needs are met in a variety of emergency payroll, tax, and other situations.
Technical Consultant I
ADP
04.2019 - 07.2021
- Ensure a team of 10-14 inbound representatives are productive in their day to day operations and actively providing a positive client experience
- Recognize opportunities among team and coach to expectations of leadership and KPI's
- Support associates through a variety of mediums including WebEx group chats, 1-on-1 meetings, phone calls, etc
- Utilize a variety of coaching tools including CEH, Calabrio, Medallia, and more to gauge opportunities for team members
- Track activity in specialty Caribbean queue (Spanish) to ensure availability for a subset of clients
- Assist in handling client escalation cases and calls
- Project Matrix: Use a matrix of 90+ topics handled by our department to track knowledge and experience levels of associates on an individual basis
- Assist in developing and scheduling training boosters for the identified friction points to drive engagement among our representatives and provide a more efficient experience to our clients
- Program and update TC Tracker question logs using Sharepoint
- Partnered with offshore management to provide context of how a Technical Consultant operates as a support and coaching resource within an inbound team
Technical Support Analyst I
ADP
11.2017 - 03.2019
- Maintain and administer data integrity for numerous client databases
- Assist in proactive and preventative database maintenance of employees and processes
- Systemically problem solve payroll and database issues in an ever-changing environment
- Balance day to day activities with stretch assignments including off-phone Service Request Resolution, mentor new hires, etc
- Develop and format ad-hoc reports using a variety of tools in an ever-evolving, client defined environment
- Train a variety of payroll and executive professionals in payroll processes, reporting, and other system functions
- Lead training sessions for other internal associates
Education
B.A. - History and Political Science
Christopher Newport University
Newport News, VA05.2016
Skills
- Decision Making
- Leadership
- Teamwork
- Interpersonal Communication
- Creative Problem Solving
- Adaptability
- Relationship Building
Awards
- MAS LAUNCH Program, Emerging Leaders Program, 04/01/21 - 11/01/21
- #WorkingFor The Best Client Experience, 12/01/20
- Year End Topping the Charts, Leader Nominated Winner, 12/01/19 - 03/01/20
- #HelloGr8tness, Associate of the Quarter, 10/01/19 - 12/01/19
Timeline
Client Service Manager
ADP, Inc.
07.2021 - Current
Technical Consultant I
ADP
04.2019 - 07.2021
Technical Support Analyst I
ADP
11.2017 - 03.2019
B.A. - History and Political Science
Christopher Newport University
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