Cheryl L. Robinson Email & Phone Number

Buffalo-Niagara Falls Area

Buffalo-Niagara Falls Area

Buffalo-Niagara Falls Area

Law Firm Administrator and Litigation Paralegal Human Resource Management for non-attorney support personnel:Developed Standard Operating Procedure for Administration of Paid Time Worked and Earned Time Off policy that reduced employee absenteeism 25% in first year after implementation.Financial Management: Developed annual budget, reviewed and reconciled client billings,Operating and IOLA Trust Accounts, developed Standard Operating Procedure for managing and collecting receivables.Operations Management -Purchasing: Identified "core" office supplies, sourced new vendors, negotiated competitive discount prices resulting in a $2,500 cost savings.

3175 Staley Road, Grand Island, Ny 14072

Customer Service Management: Provided leadership and strategic direction to 70 customer service associates, 3 supervisors and 7 Customer Service Departments with a 6.4 million dollar budget.Interviewed, hired, conducted performance appraisals and disciplinary counseling sessions.Developed and implemented customer service training program increasing productivity and order processing accuracy. Benchmarked customer service call centers in other biotechnology and manufacturing organization and created and implemented quantifiable individual and team performance standards and goals. Increased call answer rate 5.8%, order processing accuracy 5.2% and account maintenance accuracy 10% without incremental hires.Collaborated with Vice President of Sales to create and implement customer service up sell/cross sell program for slow moving inventory. Developed cost/benefit analysis and justified pay band upgrades with corresponding salary adjustments increasing employee retention 25%. Initiated annual international customer service week highlighting and celebrating the customer service department increasing customer service morale.Developed and initiated a "walk a mile in my shoes"​ cross functional department "employee exchange" with co-workers shadowing and/or physically performing the assignments of an interfacing department. Co-workers identified processes for potential improvement and productivity.

3175 Staley Road, Grand Island, Ny 14072

Managed all North America Customer Service/Sales Order Processing module aspects of a four year, $25 million dollar project that provided global consolidation and integration of multiple JD Edwards Sales Order Processing and customized software modules on an IBM AS/400 platform from initial user definition requirements through implementation.Designed Customer Service process models, test protocols, pilot tests and validation documentation.Standardized Customer Service software training for North American system users.Developed and presented "white paper" software change recommendation ultimately adopted by JD Edwards resulting in an annual savings processing customer product inquires,

Bachelor Of Science - Bs, Cum Laude, 3.458

BS Business Administration and Certificate in Paralegal Studies

Associate’S Degree, Business Administration And Management, General, Cum Laude, Gpa 3.33

Activities and Societies: Golden Key National Honor Society for Outstanding Scholastic Achievement