Cynthia McLaughlin, CPP

Experience

• 

  Market Services

  Feb 1996 - Apr 2002

  Account Specialist, Senior Client Service Representative, Computer Operator/DistributionSpecialist
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  Paychex, Inc.

  Apr 2002 - Jun 2012

  Plan, Organize and direct the activities of all personnel in Baltimore, including satellite offices in Fairfax, Richmond and Tidewater, VA. Recruit and select qualified current client and new load staff, evaluate performance of supervisors, promote and terminate staff as well as administer disciplinary action. Responsible for developing the succession plan and training schedule of all personnel. Partner with two District Sales Managers and 18 Sales Representatives to meet operational and sales goals. Responsible for ensuring branch policies and procedures are in line with corporate policies and procedures. Show less First line of support for three Major Market Services offices and three satellite offices. Worked directly with supervisory staff, managers and corporate personnel. Assessed offices' strengths and weaknesses and assisted the branch and regional managers in developing and implementing improvement programs.Monitored adherence to policies and procedures through regular auditing, including Sarbanes-Oaxley compliance. Assessed development needs of staff.Developed and delivered appropriate training to all levels of office personnel.Worked with Sales partners on new product roll out and assisted with identification of system effectiveness for potential clients. Show less Successfully refined and implemented new policies and procedures for new Major Market Service office. Under my supervision and guidance, client base grew from 60 clients to 427 clients. Recruited and selected staff. Managed and developed staff. Planned, organized and directed activity of current client and new business teams. Instrumental in the training of staff on Paychex Major Market Services policy, procedure and the Preview product. Partnered with training sales staff on new business submission and setting monthly and quarterly sales goals with operations. Instrumental in evaluating system limitations for the acquisition and conversion of Interpay/Paychoice clients to Paychex Major Market Services. Responsible for monitoring, directing and tracking progress of conversions for the Major Market. Show less

  • Client Services Supervisor

    Aug 2011 - Jun 2012

  • Senior Account Specialist

    Oct 2009 - Aug 2011

  • Major Market Services Manager

    May 2006 - Oct 2009

  • Operational Support Specialist

    Jun 2004 - May 2006

  • Client Service Supervisor

    Apr 2002 - Jun 2004
• 

  The Human Resource Consulting Group

  Jun 2012 - now

  o Provide leadership for all activities within the Payroll, Tax and Implementation Departmentso Develop and maintain procedures and documentation for all related functions.o Provide excellent internal and external customer serviceo Support the client satisfaction and production goals of the departmentso Assist in problem-solving in regards to client issuesResearch, develop and implement efficiencies within the software applications used in the company; continue to research and identify new products in the marketo Identify appropriate related services to address clients’ needso Assess, on an ongoing basis, the quality of services delivered and ensure the project is delivered within the scope and timelines agreedo Manage relationships with internal and external clients, engaging with key personnel across all levels of the organization including management team and sales departmento Identify areas for the development of related service offerings and draw learning from the innovative work done with client partnerships o Develop consistent communications, strategies, goals and measurements with functional peer managerso Provide input into marketing initiatives related to clients and to the format of relevant eventso Manage, recruit and train internal staff as neededo Manage On and Off-Boarding processes o Act as Data Security Coordinator for the Businesso Manage rights and securities in Payroll, HCM and Time and Attendance softwares Show less Responsible for providing leadership and directing the day to day activities of the tax, distribution and implementation departments. Develop and maintain procedures and documentation for all tax, implementation, time and attendance and best practice related function. Ensuring that accurate documentation of all related processes are maintained. Develop and maintain SSAE internal controls and audits. Research, develop and implement efficiencies within the software applications used in the company. Manage the weekly reconciliation of vendors billing tax, banking, time and attendance and vendor billing Continue to research and identify new products in the market. Asses, on an ongoing basis, the quality of services delivered and ensure the project tasks are completed and delivered within the scope and timelines agreed upon. Manage and drive the implementation process as it progresses through various stages to ensure positive client experience. Create and deliver training for all departments including payroll, tax implementation, distribution, sales and human resources, ensuring strong and deep product and process knowledge. Provide input into marketing initiatives related to clients. Responsible for tax filing research, contact with local, state and federal tax authorities, coordinate activities between tax filing services employed by the company, initiation of new accounts, changes to existing accounts and responding to tax related issued for the company's clients. Manage year end process for the company ensuring both client and employee satisfaction during the busiest time of the year. Complete filing, printing, uploading and mailing of forms W2 and 1099. Reconcile daily bank and ACH transactions. Manage payroll database and and updates. Manage, recruit and train new employees. Show less Responsible for directly managing and training all six people in the payroll and tax departments; Supervising all their activities and providing support to all personnel.Maintaining accurate and complete documentation on all payroll processes, ensuring SSAE compliance. Provide excellent internal and external customer service. Support client satisfaction, production and retention goals of the company. Facilitate cross functional training. Verify and approve payrolls as needed. Balance all company bank accounts daily to ensure money is being directed appropriately for clients' ACH and Tax needs. Show less

  • Manager of Payroll Operations and Tax

    Apr 2015 - now

  • Manager Payroll Support Services

    Apr 2013 - Mar 2015

  • Assistant Payroll Manager

    Jun 2012 - Apr 2013