Raquel Toney
Grovetown,Georgia
Summary
Accomplished service leader with demonstrated ability to coach, consult, motivate, and direct teams while maintaining superior focus on client and associate experience. Articulate communicator able to effectively interact with diverse audiences. Possess exceptional planning, organizational and building relationship skills combined with outstanding work ethics and leadership abilities. Above all I motivate people to work hard and be kind to each other. 2019 Augusta Women Making a difference Award. 2019 Year End Hang 10 Award recipient.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Director of Client Services
Automatic Data Processing, ADP
09.2022 - Current
- Handle complaints, provide appropriate solutions and alternatives within appropriate timeframes and follow up to achieve resolution.
- Build client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Manage existing and develop new client relationships, identifying risk and growth opportunities.
- Schedule and attend meetings with clients and prospective clients as requested.
WFM IMPLEMENTATION MANAGER II
AUTOMATIC DATA PROCESSING, LLC.
08.2019 - 09.2022
- Lead daily activities of Implementation team to ensure that all work is completed according to scheduled deadlines with attention to quality standards, priorities, and overall business metrics
- Ensure team supports and models cultural behaviors including ownership, client advocacy, teamwork, and business acumen to achieve performance metrics
- Develop and drive implementation strategies by leveraging data, analytics, and client experience information focused on achievement of client desired outcomes
- Responsible for performance measures such as forecast, proactive risk assessment, backlog, no-starts, quality, weeks-to-start, associate engagement and retention and other metrics proactive approach to backlog management to anticipate and mitigate issues and accurately assess, communicate and address trends
- Consistently received above average engagement scores every quarter
- Achieved highest NPS.
MANAGER II CLIENT SUPPORT
AUTOMATIC DATA PROCESSING, LLC.
01.2016 - 08.2019
- Develop and coach staff of 12 Account Managers & 1 SSS, drive service results through problem resolution & performance management including but not limited to call quality & service delivery for payroll inquires
- Analyze team statistics and prepare reports for VP
- Manage, build & grow relationships with team's client accounts, act like an owner, retain and grow business
- Function as a consultant and business partner to other groups within ADP
- Resolve client and upper management payroll related escalations
- Responsible for retaining clients and partnering with sales on client prospect visits and phone conferences, promoting dedicated rep model
- PS & Ambassador Champion for South Region
- Actively participate in delivering Core to Up training for all new associates
- Hire & Train all new leaders in Upmarket Payroll Space
- Nano Champion responsible for facilitating and organizing NANO sessions twice a month in t One ADP Augusta location
- Champion of South Regions BTS & TLM Recognition Program
- Established East Client Service footprint in the One ADP Augusta location.
CALL CENTER MENTOR
AUTOMATIC DATA PROCESSING, LLC.
06.2011 - 01.2016
- Provide timely support to help develop specific skills and behaviors that are required of associates
- Evaluate and analyze client interactions and DIN reporting to provide feedback on trends and knowledge/skill gaps
- Assist associates with creating SMART goals
- Coach, develop and engage associates on all aspects of Quality 1st and NPS
- Collaborate with Evaluators to develop Quality Standards for Evaluators
- Serve as resource for team members, based on strong working knowledge of team's responsibilities, goals, and associates individual development plans and training needs
- Facilitate calibration meetings with managers to discuss associate's performance and individual action plans
- Collaborate and provide direct feedback with mentor team from India and PHP
- Associate Activities Committee
- Associate Recognition Committee
- Support CSR and TDR as needed
- Facilitate FPC & CPP Study groups.
SENIOR IMPLEMENTATION SPECIALIST
AUTOMATIC DATA PROCESSING, LLC.
08.2002 - 06.2011
- Handle complicated starts and acquisitions
- Gather necessary client data
- Process Hot Starts
- Investigate all issues pertaining to clients account
- Follow up with any communications to client
- Maintain positive relationships with sales teams
- Mentor new associates in Implementation Department
- Insure Full Level Tax was in balance
- Maintain highest monthly quality score
- Implemented highest number of clients monthly.
REGIONAL ORDER EXPEDITOR
AUTOMATIC DATA PROCESSING, LLC.
10.2000 - 08.2002
- Assist sales team by completing sales order in accordance with established internal procedures
- Resolve incomplete sales orders in a timely manner
- Ensured orders were implemented quickly and accurately
- Responded to phone calls regarding questions or concerns pertaining to clients
- Develop and maintain Excel spreadsheets of client quarterly totals.
Education
Bachelor of Arts - Criminal Justice, Sociology
Rhode Island College
Rhode Island05.1995
Skills
- Service Excellence
- Leadership Development
- Performance Management
- Change Management
- Business Results measured by positive NPS scores, revenue growth and client retention
- Building high performing teams
- 23 Years of Growth, voice of Client/Associate
Certification
- Certified Payroll Professional
- Fundamental Payroll Certification
- Excel Certification
Training Technical Skills
- Calibro
- EStart
- Launchpad
- CC Pulse
- Tableau
- Medallia
Additional Information
- Executive Sponsor for DE&I
- People Pillar
- Executive Sponsor for NANO
Languages
Portuguese
Native or Bilingual
Timeline
Director of Client Services
Automatic Data Processing, ADP
09.2022 - Current
WFM IMPLEMENTATION MANAGER II
AUTOMATIC DATA PROCESSING, LLC.
08.2019 - 09.2022
MANAGER II CLIENT SUPPORT
AUTOMATIC DATA PROCESSING, LLC.
01.2016 - 08.2019
CALL CENTER MENTOR
AUTOMATIC DATA PROCESSING, LLC.
06.2011 - 01.2016
SENIOR IMPLEMENTATION SPECIALIST
AUTOMATIC DATA PROCESSING, LLC.
08.2002 - 06.2011
REGIONAL ORDER EXPEDITOR
AUTOMATIC DATA PROCESSING, LLC.
10.2000 - 08.2002
Bachelor of Arts - Criminal Justice, Sociology
Rhode Island College
- Certified Payroll Professional
- Fundamental Payroll Certification
- Excel Certification
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