Toni CUNNINGHAM
St. Petersburg,FL
Summary
Client-focused service professional with extensive knowledge of Paychex Flex Payroll and Self-Service platforms. Expertise in delivering impactful onboarding training, managing complex payroll discrepancies, and ensuring client satisfaction through clear communication and proactive follow-up. Open and positive communicator with calm and level-headed approach to managing routine needs and meeting special challenges.
Overview
21
21
years of professional experience
Work History
Sr. Associate, Service Specialist - Dedicated Service Center (HCM Small Market Services)
Paychex
St. Petersburg, FL
10.2024 - Current
- Manage a dedicated book of clients as the primary point of contact for escalations and complex service needs.
- Resolve high-impact payroll corrections and tax-related discrepancies via L2/Enhanced Payroll email queue, ensuring accuracy and compliance support.
- Deliver proactive client follow-up calls to confirm outcomes, reinforce process steps, and set expectations.
- Provide Paychex Flex training to improve client adoption and effective self-service usage.
- Partner with internal teams and take ownership of issues that require advanced coordination beyond Global Support.
- Mentor teammates on best practices and efficient issue resolution aligned to service standards and quality expectations.
Service Specialist - Dedicated Service Center (Central)
Paychex
St. Petersburg, FL
04.2023 - 10.2024
- Supported payroll clients on Paychex Flex Self-Service, including payroll runs, processing support, and employee maintenance.
- Delivered online/Webex trainings to improve client understanding and day-to-day processing confidence.
- Maintained accountability for client inquiries through resolution; provided responsive communication and thorough follow-up.
- Supported tax corrections as the dedicated specialist.
DSC Direct - Inbound Phone Queue (Temporary Assignment)
Paychex
St. Petersburg, FL
10.2023 - 12.2023
- Provided inbound Flex Payroll online assistance for Flex Self-Service clients and supported OT email coverage and year-end needs.
Associate, Service Associate - SMB Service Rapid Response
Paychex
09.2022 - 11.2022
- Supported unassigned inbound queue for Paychex Flex payroll processing with focus on one-call resolution.
- Documented outcomes and sent follow-ups to assigned Service Specialists when needed.
Sales Associate
Protect My Car (PMC)
St. Petersburg, FL
11.2019 - 08.2022
- Collaborated with sales team to reach targets; consistently met or exceeded personal quotas.
- Handled inbound/outbound calls and matched customers to services based on needs.
- Maintained accurate customer account information using manual and digital updates.
Energy Consultant
Southeast Energy Consultants
Pinellas Park, FL
04.2017 - 08.2018
- Recommended energy-efficient technologies or alternate energy sources and maintained knowledge of product/service changes.
- Delivered scripted customer outreach using manual and automatic dialing systems.
Customer Service Associate
Utilities Marketing Group
St. Petersburg, FL
01.2013 - 04.2017
- Informed customers about promotions and responded to questions regarding products/services.
- Recorded and maintained customer/potential customer data in internal systems.
Receptionist
Utilities Marketing Group
St. Petersburg, FL
10.2005 - 01.2013
- Greeted visitors and confirmed appointments while updating records and routing calls through central telephone system to ensure smooth operations.
- Maintained clean, professional reception area and provided front-desk support to enhance visitor experience.
Education
High School Diploma -
Boca Ciega High School
Gulfport, FL05-2003
Skills
- Client onboarding support & training (online/Webex)
- Paychex Flex Payroll & Flex Self-Service platform support
- Client communication: expectation-setting, follow-up, de-escalation
- Payroll processing support: payroll runs, employee maintenance
- Payroll corrections and tax-related discrepancy research/support
- Documentation, tracking, and follow-through (OneNote)
- Cross-functional partnering and escalation coordination
- Time management
- Prioritization
- Managing competing deadlines
Timeline
Sr. Associate, Service Specialist - Dedicated Service Center (HCM Small Market Services)
Paychex
10.2024 - Current
DSC Direct - Inbound Phone Queue (Temporary Assignment)
Paychex
10.2023 - 12.2023
Service Specialist - Dedicated Service Center (Central)
Paychex
04.2023 - 10.2024
Associate, Service Associate - SMB Service Rapid Response
Paychex
09.2022 - 11.2022
Sales Associate
Protect My Car (PMC)
11.2019 - 08.2022
Energy Consultant
Southeast Energy Consultants
04.2017 - 08.2018
Customer Service Associate
Utilities Marketing Group
01.2013 - 04.2017
Receptionist
Utilities Marketing Group
10.2005 - 01.2013
High School Diploma -
Boca Ciega High School