“I’ve had the opportunity to work with Andrew over the past year. He has consistently demonstrated strong leadership skills. Andrew seeks and applies feedback, which is the mark of a great leader. I’ve also noted his listening and empathy skills. These are critical to successful leadership. I am definitely supportive of Andrew’s leadership aspirations.”
Strategic people leader · Product operations · Innovation
I turn customer friction into stronger teams and smarter systems.
I’m Andy Frey, a Rochester-based people and product operations leader with 15+ years of experience improving customer experience, retention, and the workflows behind both.
15+years leading people & operations
12LinkedIn recommendations
−57 → +17program participant NPS
Currently leading CX Advocates on Paychex’s National Retention team.
Trusted by the people in the room
What it feels like to work with me.
A resume shows what I’ve owned. These recommendations show how I lead when the work gets real.
“I would highly recommend Andrew. His customer service is above and beyond, he comes with solutions before you even know you have a problem, and he is the ultimate team player. His drive and skill will take him far in any position and company. I can’t wait to see what he does next.”
How I operate
People first. Process close behind.
Lead with clarity
Coach people toward the standard, listen for what the process is missing, and make feedback useful.
Build the system
Translate frontline friction into repeatable workflows, better reporting, and practical automation.
Close the loop
Connect customer signals, team performance, and business priorities so action follows insight.
Experience
A career built at the intersection of service, systems, and people.
Paychex, Inc.
National Retention Supervisor
- Developed and scaled a six-month CX Advocate program; participating clients averaged an NPS of −57 at entry and +17 at completion.
- Own Salesforce, process, data, and AI improvements across case tracking, root-cause taxonomy, reporting automation, templates, and retention/loss analysis.
- Partner with senior leaders on strategic priorities, executive escalations, and at-risk client reviews.
Paychex, Inc.
Senior Client Solution Specialist · Online Services, Time & Attendance
- Earned top performance in metrics and client satisfaction while retaining AI-identified at-risk clients.
- Served as a product subject-matter expert, resolving complex issues and mentoring teammates.
The Woods Inn
Operations Manager
- Led onboarding and training, built the property website, integrated booking software, and used Google Analytics to support targeted revenue campaigns.
Swain Resort
Outside Operations Manager
- Hired and managed a 12-person team while owning training, timecards, employee development, retention, and recruitment.
Paychex, Inc.
401(k) Client Service & Account Management Roles
- Progressed from Client Service Advisor to Platinum Account Associate and Strategic Account Manager, managing portfolios of up to 150 clients.
- Resolved escalations, rebuilt client trust, and coached new account associates.
Core capabilities
Ready to move between the human and the operational.
People leadershipProduct operationsCustomer experienceRetention strategyCoaching & qualitySalesforceProcess improvementData & AICross-functional executionEscalation management
Education
SUNY Oswego
Bachelor of Public Relations · Minor in Business Administration · 2011
Let’s compare notes
Looking for a leader who can earn trust and improve the system?
I’m always open to a thoughtful conversation about teams, customer experience, and what better operations can unlock.
Rochester, New York