Chad W. Heap
Hornell,NY
Summary
Dynamic Client Service Partner at Paychex Inc, adept at enhancing customer satisfaction through strategic problem-solving and effective communication. Proven track record in increasing client retention and satisfaction ratings by delivering tailored solutions and anticipating needs. Proficient in MS Office, with strong leadership skills and a goal-driven approach to service excellence.
Overview
13
13
years of professional experience
Work History
Client Service Partner
Paychex Inc
06.2025 - Current
- Managed client inquiries and provided timely responses to enhance satisfaction.
- Collaborated with cross-functional teams to resolve client issues effectively.
- Analyzed client feedback to identify areas for service improvement and adjustments.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Strengthened customer retention by offering discount options.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Account Manager
Paychex
06.2021 - Current
Client Solutions Specialist
Paychex Inc
Rochester, NY
11.2024 - 06.2025
- Collaborated with team members to enhance client satisfaction and retention strategies.
- Educated clients on utilizing online tools for payroll management effectively.
- Analyzed client feedback to identify areas for service improvement.
- Responded to client inquiries regarding billing discrepancies by researching issues.
- Developed relationships with clients through regular communication, following up on inquiries and providing updates.
- Monitored incoming emails and phone calls from customers, responding promptly to address their concerns.
- Created customized solutions for client requests, developing tailored strategies to meet their individual needs.
- Identified potential opportunities for growth through analysis of customer engagement metrics.
- Escalated complex cases to appropriate team members for timely resolution.
- Listened to customer needs to identify and recommend best products and services.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Client Solutions Specialist
Paychex Inc
Rochester, NY
11.2024 - 06.2025
- Collaborated with team members to enhance client satisfaction and retention strategies.
- Educated clients on utilizing online tools for payroll management effectively.
- Analyzed client feedback to identify areas for service improvement.
- Coordinated with internal departments to resolve client issues promptly.
- Responded to client inquiries regarding billing discrepancies by researching issues.
- Developed relationships with clients through regular communication, following up on inquiries and providing updates.
- Monitored incoming emails and phone calls from customers, responding promptly to address their concerns.
- Created customized solutions for client requests, developing tailored strategies to meet their individual needs.
- Provided customer support for a range of clients, troubleshooting technical issues and responding to inquiries.
- Recommended product or process adjustments based on customer feedback.
- Escalated complex cases to appropriate team members for timely resolution.
- Listened to customer needs to identify and recommend best products and services.
Online Service Representative
Paychex
02.2020 - 06.2021
- Flex Time/Stratus time advisor assisting clients with tracking needs partner with peers to help troubleshoot client technical concerns
- Submit credits and refunds for clients thru the adjustment database
- Currently a Culture Champion
- Selected to attend a Time Off Accruals Roundtable
Children’s Minister Dansville foursquare Church
04.2014 - 04.2020
- Organize and schedule volunteers
- Creative and Energetic
- Detail oriented
- Passionate about serving a diverse crowd
- Effective communicator
- Knowledgeable of God’s word
- Able to plan outreach events
- Organize lessons and curriculum
- Ability to adapt
Consumer care Representative
11.2015 - 01.2020
- Remarkable call center experience
- Ability to make a high volume of calls
- Worked with consumers to develop a action plan to return all paperwork For Defaulted student loan program
- Partnered with peers to ensure all Consumer paperwork was returned in timely manner to meet monthly Goals
- Ability to multitask
- Attention to detail to ensure consumer paperwork meets quality standards and filled out properly
- Developed a follow up and tracking system to ensure paperwork, and payments were made in a timely manner
- Ability to process Payments in a timely manner
- Complied with all state and federal guidelines for Debt collecting
Consultant
Sutherland Global Services
03.2015 - 11.2015
- Remarkable call center experience
- Ability to answer phone in a timely and friendly manner
- Ability to handle high call volume
- Ability to upsell cellular products and services
- Ability to work in a team and taken direction from lead consultant
- Ability to navigate multiple programs for use
- Ability to problem solve
Guest Services Agent
RIT Inn and Conference Center
01.2013 - 03.2015
- Remarkable front desk experience
- Ability to greet and welcome all guests coming into the hotel
- Ability to monitor the phones, schedule services and answer questions
- Proficiency in operating a multi-line phone system
- Skilled at answering phones, greeting visitors outstanding communication and customer service skills
- Greeted all the guests and visitors in the reception area
- Handled the guest check in and check outs
Front Desk Agent
Holiday Inn Express
07.2012 - 12.2012
- Remarkable front desk experience
- Ability to greet and welcome all guests coming into the hotel
- Ability to monitor the phones, schedule services and answer questions
- Proficiency in operating a multi-line phone system
- Skilled at answering phones, greeting visitors outstanding communication and customer service skills
- Greeted all the guests and visitors in the reception area
- Handled the guest check in and check outs
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
Payroll Advisor
Culture Champion
- Assisting clients with all Payroll related questions
- Manage a client base
- Effective time management skills
- Partner with peers to solve client issues
- Partner with clients to solve common issues
- Take ownership of resolving client escalations
Education
Bachelor of Science -
Houghton College
Houghton, NY2013
Associates -
Genesee Community College
Batavia, NY2011
High School Diploma -
Harrisburg, AR2002
Master of Science - Management
Excelsior College
Albany, New York, NYSkills
- Professional qualifications
- Effective working with variety of age groups and personalities
- Strong communication and listening skills
- Conflict resolution and problem-solving skills
- Time management and organizational skills
- Professional telephone etiquette
- Leadership and mentoring skills
- Excellent public presenter
- Detail-oriented
- Goal-driven
- Strategic planner
- Proficient in MS Office, Word, Excel, and PowerPoint
Affiliations
Event Planning Team Member Camp Cherith of WNY Camp Counselor Camp Judah Counselor in Training Certifications American Heart Association First Aid Certification Solo Wilderness First Responder
Timeline
Client Service Partner
Paychex Inc
06.2025 - Current
Client Solutions Specialist
Paychex Inc
11.2024 - 06.2025
Client Solutions Specialist
Paychex Inc
11.2024 - 06.2025
Account Manager
Paychex
06.2021 - Current
Online Service Representative
Paychex
02.2020 - 06.2021
Consumer care Representative
11.2015 - 01.2020
Consultant
Sutherland Global Services
03.2015 - 11.2015
Children’s Minister Dansville foursquare Church
04.2014 - 04.2020
Guest Services Agent
RIT Inn and Conference Center
01.2013 - 03.2015
Front Desk Agent
Holiday Inn Express
07.2012 - 12.2012
Payroll Advisor
Culture Champion
Bachelor of Science -
Houghton College
Associates -
Genesee Community College
High School Diploma -
Master of Science - Management
Excelsior College