Kevin Rockell Email & Phone Number

Henrietta, Ny, Us

Rochester, New York, United States

Management of product implementations, projects and service delivery to Paychex top Enterprise clients.

Rochester, New York Area

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• Re-engineered Online Services contact center for FY'17 in response to changing client expectations and identification of new technologies supporting operating margin growtho Decreased FY’17 staffing level by 21% through “rapid response contact center” – revamped department policies, roles, metrics and support toolso Maintained high “voice of client” survey scores, increased queue service levels 4% and reduced abandoned calls from 3.21% to 2.56%• Developed cross-training programs with cross-functional departments designed to provide more flexibility to accommodate short-term call patterns among multiple products in November, 2016o Partnering groups realized a 6% improvement over previous year Service Levels and a 1% decrease in abandoned calls• Established forward-looking security enhancements and procedures responsible for reducing tax fraud through the HRO application by 98% in FY’16 ( Paychex PD&IT On-Time delivery award)o Developed mandatory password reset process and procedures for all “Administrator” users within HR Online for FY’16o 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 Online Services support across the U.S. (Indy, Nashville, Lima, Phoenix, Denver and Lima)• Forecast attach/utilization rates for new products, prepare support launch strategy and deliver support proposal plans to Senior Management• Implemented “Extension of Service” process in FY’13o FY’13 revenues of $57,000o FY’17 revenues of $330,000

Rochester, New York Area

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 productso Paychex Preview Employee Access Onlineo Paychex Preview Online W-2• Supervised teams responsible foro Technical support specialists addressing second tier client support issues - primary contact and liaison between IT Support and HRO Service Centero HRO Implementation Coordinators providing customized setup of up to 3800 clients/yearo HRO Advisors driving utilization and providing responsive, friendly and knowledgeable service to the MMS client base

Rochester, New York Area

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 and support and leveraging peer strengths• First direct client facing member of the HRO department• Customized HRIS implementation and support• Technical troubleshooting third-party software within client network environment to sync the Preview and HR Online applications

Rochester, New York Area

Provided subject matter expert support within the Paychex 401(k) and Centralized Payment Systems teams• Processed over 30 daily garnishment returns while working with national, state and local agencies to correctly apply court ordered garnishments for clients• Partnered with corporate training and development to author Sect. 3103 of the MMS Setup and Procedures guide for Preview responsible for 401(k) deduction feed• Provided operations support for compliance testing, alert processing and auditing of MMS client 401(k) accounts

Bs, Management

Liberal Arts And Sciences, General Studies And Humanities