MALLORY COYNE
Avon,NY
Summary
Implementation leader with over 15 years of experience driving client onboarding, operational excellence, and cross-functional collaboration. Recognized for building high-performing teams and enhancing client experiences, consistently leading process improvements that streamline delivery and bolster retention. Skilled at fostering innovation and efficiency, contributing to significant advancements in service quality and customer satisfaction. Proven track record of elevating organizational performance through strategic leadership and a commitment to excellence.
Overview
14
14
years of professional experience
Work History
Implementation Manager
Paychex, Inc.
01.2024 - Current
- Currently leading 5 Time & Attendance implementation teams across multiple client segments, site build team and clock team.
- Drive performance towards key metrics including retention, client satisfaction, and experience survey scores.
- Sponsor and guide process-improvement initiatives, including simplification efforts and development of an organization wide timeline generator.
- Provide strategic oversight for supervisor-led projects to ensure alignment with organizational goals.
Time & Attendance Supervisor
Paychex, Inc.
01.2019 - 01.2024
- Led multiple Implementation teams across segments (small business, mid-market, project managed groups and most recently in our PEO space).
- Spearheaded our hiring, onboarding, and development for implementation teams.
- Supported operational planning through bottoms-up and resource alignment.
- Strengthened cross-department collaboration to streamline communication and alignment on client experience.
- Resolved high-visibility client and corporate escalations with a focus on long-term solutions.
Sr Time & Attendance Implementation Coordinator
Paychex, Inc.
01.2016 - 01.2019
- In addition to managing my client base, I was a mentor to new team members.
- Able to pick up on new systems/products quickly.
- Created and facilitated Round Table sessions to enhance knowledge sharing and engagement within the department.
- Managed client cases in Salesforce, troubleshooting technical issues and resolving escalations.
Account Manager
Paychex Insurance Agency, Inc.
01.2012 - 01.2016
- Maintained a 98%+ retention rate through proactive relationship management and strategic renewal planning.
- Guided clients through ESR/ACA requirements, reporting, and compliance changes.
- Strengthened partnerships with Sales, Payroll, 401(k), General Ledger, and HR teams.
- Managed end-to-end renewal cycles tailored to client needs.
Education
MS - Organizational Learning & Human Resource Development
St. John Fisher College
BA - Communications/Marketing Studies
Alfred University
Skills
- Implementation Leadership
- Accountability
- Cross-Functional Collaboration/Partnership
- Process Optimization
- Team Development
- Project Oversight
- Communication
Timeline
Implementation Manager
Paychex, Inc.
01.2024 - Current
Time & Attendance Supervisor
Paychex, Inc.
01.2019 - 01.2024
Sr Time & Attendance Implementation Coordinator
Paychex, Inc.
01.2016 - 01.2019
Account Manager
Paychex Insurance Agency, Inc.
01.2012 - 01.2016
BA - Communications/Marketing Studies
Alfred University
MS - Organizational Learning & Human Resource Development
St. John Fisher College