Kevin Rockell
Henrietta,NY
Summary
Dedicated Customer Service Manager with a proven track record in leading customer service teams and enhancing overall customer satisfaction. Successfully spearheaded initiatives that improved service quality and reduced response times, fostering a culture of excellence within the team. Strong leadership abilities and effective conflict resolution skills facilitate management of high-pressure situations while maintaining focus on customer needs and team morale. Committed to driving continuous improvement and delivering exceptional service experiences.
Overview
25
25
years of professional experience
Work History
Relationship Manager (RM)/ Strategic Client Success Manager (CSM)
PAYCHEX INCORPORATED
Rochester, NY, USA
10.2018 - Current
- Developed and maintained strong client relationships to enhance customer satisfaction and retention for Enterprise clients
- Provided exceptional customer service, resolving issues promptly and maintaining client trust throughout the resolution process.
- Built a client load of 37 managed accounts (vs. 18 expectation)
- 15 Enterprise accounts
- 22 Tom Golisano investment accounts with quarterly CEO reporting responsibilities
Client Service Manager
PAYCHEX INCORPORATED
Rochester, NY, USA
01.2012 - 10.2018
- Responsible for end-to-end management of HR Online product delivery and client satisfaction; including but not limited to personnel and product training, internal and external client support, client base forecasting, P&L and project management.
- Managed service center of up to 112 employees consisting of Service Supervisors, Product Trainers, Dedicated and Transactional Service Advisors
- Implemented 'Flex Rapid Response' support model within the HRO service center in FY’17
- Decreased FY’17 staffing level by 21% through 'rapid response contact center' – revamped department policies, roles, metrics, and support tools
- Maintained high 'voice of client' survey scores, increased queue service levels 4% and reduced abandoned calls from 3.21% to 2.56%
- Developed HRO/TLO cross-training program designed to provide more flexibility to accommodate short-term call patterns among both products in November 2016
- HRO Advisors assisted taking 8% of TLO monthly calls with an 80% first response resolution which is 10% higher than dedicated TLO new hires.
- Established forward-looking security enhancements and procedures responsible for reducing tax fraud through the HRO application by 98% in FY’16 (PD&IT On-Time delivery award)
- Developed mandatory password reset process and procedures for all 'Administrator' users within HR Online for FY’16
- Led the development and implementation of a W-2 alert process notifying the Service Center of any attempts to access multiple employee records and subject to client verification
- Led expansion of HRO support center across the U.S. providing the MPSC and additional Online Service products with improved recruiting capabilities (Indy, Nashville, Phoenix, Denver, and Lima)
- Implemented 'Extension of Service' process in FY’13 (FY'13 $57K revenue; FY'17 $1.83M revenue)
Supervisor
PAYCHEX INCORPORATED
Rochester, NY, USA
09.2005 - 01.2012
- Led product teams managing daily operations and pioneering both client and second level internal support development.
- Process model trailblazing and transaction-level management.
- Created workflow, reporting, business roles and internal policies to successfully implement the HR Online application within client and corporate expectations
- P4 guest reviewer; Time and Attendance 2010, MMS onboarding 2011
- Established process architecture to support escalated issue resolution for ancillary products
- Paychex Preview Employee Access Online
- Paychex Preview Online W-2
- Supervised teams responsible for Technical support specialists addressing second tier client support issues - primary contact and liaison between IT Support and HRO Service Center
- HRO Implementation Coordinators providing customized setup of up to 3800 clients/year
- HRO Advisors driving utilization and providing responsive, friendly, and knowledgeable service to the MMS client base
Paychex HR Online Advisor
PAYCHEX INCORPORATED
Rochester, NY, USA
02.2003 - 09.2005
- First direct client facing member who pioneered unique 'full service' support model for the newly acquired HR Counselor (Paychex HR Online) product through prospecting for beta clients, developing survey methods, partnering with development for produce enhancement and providing full implementation and ongoing support for clients.
Paychex HRS Specialist I / II
PAYCHEX INCORPORATED
Rochester, NY, USA
11.2000 - 02.2003
- Provided subject matter expert support within the Paychex 401(k) and Centralized Payment Systems teams
Education
Bachelor of Science - Business Management
State University of New York at Geneseo
Skills
- Team building and leadership
- Effective workflow management
- Call center management
- Customer retention
- Staff management
- Project management
- Continuous improvement
- Cross-functional collaboration
- Process improvement specialist
- Microsoft outlook, word, and Excel
Special Projects Awards Training
- 2023, DEI Certified, Values Champion
- 2022, Top Client Retention
- 2016, PD&IT On-Time delivery award
- 2015, Paychex Leadership Emergence, Paychex corporate representative: W.L. Doggett LLC v. Paychex Inc.
Timeline
Relationship Manager (RM)/ Strategic Client Success Manager (CSM)
PAYCHEX INCORPORATED
10.2018 - Current
Client Service Manager
PAYCHEX INCORPORATED
01.2012 - 10.2018
Supervisor
PAYCHEX INCORPORATED
09.2005 - 01.2012
Paychex HR Online Advisor
PAYCHEX INCORPORATED
02.2003 - 09.2005
Paychex HRS Specialist I / II
PAYCHEX INCORPORATED
11.2000 - 02.2003
Bachelor of Science - Business Management
State University of New York at Geneseo