Steven McMeans
Highlands Ranch,CO
Summary
Customer service focused candidate with 33 years of career experience in Technical and Payroll help desk environments. Highly adept in troubleshooting and conflict resolution. Exhibits excellent organizational and problem solving skills. Thrives in team environments and displays strong work ethic.
Overview
33
33
years of professional experience
Work History
Rapid Response Service Representative
Paychex Inc
08.2022 - 06.2023
- Develop and maintain effective working relationships with internal clients
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Identified issues, analyzed information and provided solutions to problems.
- Worked help desk supporting 25-40 clients per day.
- Supported Paychex payroll and time and attendance platforms.
- Assisted team members via chat.
- Met statistic based goals daily.
MPSC Implementation - Caller
Paychex Inc
02.2022 - 08.2022
- Verified documents received,
- Assembled welcome call check list.
- Initiated welcome call with client to verify information.
- Gather missing information from client.
- Submit information and training request to technical and loading partners.
- Audit clients prior to first payroll.
- Assist client with first payroll.
- Support Paychex client facing payroll and time and attendance platforms.
- Provide customer support for 2-4 payrolls.
- Update Salesforce and Sharepoint as necessary.
- Book of business regularly contained up to 20 clients.
MPSC Service - Account Manager
Paychex Inc
05.2018 - 02.2022
- Support payroll, time and attendance and human resources software for 100-200 clients
- Supports custom interfaces between Paychex platforms and third-party software.
- Assists with custom reports to meet clients' needs
- Maintains knowledge and keeps abreast of changes in Flex, Human Resources , Time and Attendance, Report Writer, General Ledger and other software trends that might affect clients.
- Log and documents client conversations and issues completely and accurately
- Fostered cohesive relationship between Sales and Service maintaining unified approach to client service
- Work closely with multiple Paychex departments to ensure client satisfaction
Technical Support Representative - Preview Payroll
Paychex Inc
05.2001 - 05.2018
- Technical adviser to clients, sales and operations
- Worked on national technical support team assisting a client base of 30000-40000 clients with technical issues.
- Troubleshoot client issues to determine resolution or workaround possibilities
- Work with corporate support to identify and resolve software issues
- Work with clients and their IT departments to ensure optimal Paychex application on client systems
- Assist Customer Service Representative to provide one call resolution when possible
- Train internal personnel on software updates and possible trending issues
- Maintain knowledge of system and software changes related to Paychex products
- Assist clients with payroll and human resource information interfaces
New Business Team
Paychex Inc
01.1998 - 05.2001
- Support Paylink software
- Provide payroll customer support for 50 assigned clients
- Interim ENS Specialist. (Taxpay & Direct Deposit set up and support)
- Balance and load client information into the Paychex Core system
Account Executive
Paychex Inc
05.1997 - 01.1998
- Work with sales to assure integrity of new client information submitted
- Balance and load client information in the Preview system
- Install Preview system on clients computer and train clients to use the software for payroll and reports
- Assist client with Preview/payroll questions
- Process and print quarter end and year end tax forms
- Maintain hub communications hardware
Paylink Support Representative
Paychex Inc
05.1993 - 05.1997
- Assist client with implementation and training of the Paylink and platform.
- Train clients on separate Paylink report writing functionality.
- Motivate payroll representatives to assist with growing Paylink client base.
- Work with corporate support to resolve escalated concerns
Payroll/Senior Payroll Specialist
Paychex Inc
04.1990 - 05.1993
- Provide customer support to 300 assigned clients
- Entered 3000-4000 payroll checks per week
- Data integrity
- Provide first level response to client payroll, tax and wage law questions
- Research and resolve federal and state tax penalties/discrepancies
- Verify and pack quarter end and year end packages
- Complete quarterly knowledge check
Education
Classes Taken - General Education, Information Technology, 1979-1981
Metropolitan State College
Denver, COClasses Taken - Information Technology - Networking, Basic And Pascal Coding
Parks Junior College
Denver, CODiploma - Accounting Assistant
Barnes Business College
Denver, CO08.1985
Real Estate License - Real Estate Practice & Law
Jones Real Estate College
Denver, CO04.1984
Skills
- Patience
- Resourceful
- Self-motivated
- Microsoft Office
- Basic familiarity with payroll laws
- Communication
- Basic understanding of VBA
- Critical Thinking Skills
- Calm in crisis situations
- Excellent customer service skills
- Familiar with Internet browsers
- Database management
Timeline
Rapid Response Service Representative
Paychex Inc
08.2022 - 06.2023
MPSC Implementation - Caller
Paychex Inc
02.2022 - 08.2022
MPSC Service - Account Manager
Paychex Inc
05.2018 - 02.2022
Technical Support Representative - Preview Payroll
Paychex Inc
05.2001 - 05.2018
New Business Team
Paychex Inc
01.1998 - 05.2001
Account Executive
Paychex Inc
05.1997 - 01.1998
Paylink Support Representative
Paychex Inc
05.1993 - 05.1997
Payroll/Senior Payroll Specialist
Paychex Inc
04.1990 - 05.1993
Classes Taken - General Education, Information Technology, 1979-1981
Metropolitan State College
Classes Taken - Information Technology - Networking, Basic And Pascal Coding
Parks Junior College
Diploma - Accounting Assistant
Barnes Business College
Real Estate License - Real Estate Practice & Law
Jones Real Estate College
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