Multi-Role Operations, HR, and Customer Service Leader

Cleo Robinson ***** S. Justine Street

Chicago, IL 60643

630-***-****{Mobile}

CAREER SUMMARY: Extensive Multi-Management, Customer Service and Sales Background experience with an emphasis on increasing results and revenue.

EDUCATION: National Louis University – Wheaton, IL

B.S., Bachelor of Science – August 1, 2003 GPA-3.75

University of Phoenix, MAEDT – May, 2012 – GPA 3.64

Master of Elementary Education

EXPERIENCE:

Westat, Inc. Research Company November 2015 – March 15, 2025

Seasonal/Temporary Assignment

NAEP Testing – Nations Report Card Assessment

Conducting Approximately 6 Weeks conduct assessment testing Across U. S. and U. S. holdings to assess the progress of the students across all of America. Westat, Inc. is a National Research company all work is temporary/part-time.

Help at Home, LLC September, 2024 through February, 2025

33 E. State St, Suite 500

Chicago, IL 6060-2804

Provide Hospice and Palliative care to Disabled individuals. Provide part time services for individuals such as preparing meals, housekeeping and taking them to medical appointments as needed. Part-time work requested by family members.

McCormick Place-Navy Pier – Wintrust Arena June, 2022 to January 2024

Aramark Employer through Facility Contract – Headquarters in Philadelphia, PA

Human Resource Generalist –

Areas of Responsibility Included:

Staffing to ensure events scheduled throughout the year are sufficient to meet demands of facility.

Compliance with Hiring if accomplished in a timely manner.

Keeping employee files updated to reflect any accommodation needs/vacation accruals/leave of absences/and informing Payroll of Financial updates.

Developed Community Partnerships through Job Fairs/Outreach and Social Media Platforms.

Participated in Weekly Management meetings to strategize and stay informed of current business needs.

Participated in Union Grievance Hearings on disciplinary/contract issues.

Total Facility Maintenance, Inc. – November 2015 to November 2021

Human Resource Director –

Areas of Responsibility included:

Conducting Job Fairs – For staffing of new accounts, replenishing work force as need across all existing accounts. Conducting Safety and Management Trainings. Attend hearings to litigate for company in Union Hearings. Maintain employee medical records, Insurance Claims, process retirement documents, meet with Account management to maintain and enhance working relationships to improve business relations as needed.

Cross trained to cover office personnel when needed – 6 employee office. Travel to other accounts in United States to maintain employee relations and business relationships. Updated and maintained employee payroll and personnel files for accurate reporting to EEOC and Labor Boards.

CPS – Chicago, IL

Day to Day Substitute – August, 2013 – August, 2025

Teacher – Herzl Elementary School – 3711 W. Douglas Blvd. (Nov. 2012 to June 30, 2013)

Areas of Responsibility

Literacy Coach – Grades 1-4

Conduct 10 small group interventions with Reading using LLI resources, accompanied with

Reading Street material.

Attended team meetings with impacted teachers to work on developing instructional strategies to enhance growth. Implemented CORE learning standards in Lesson Plan development.

H&R Block Inc. – Chicago, IL

District Manager 1986 to 2012

Areas of Responsibility

Profitability/Sales/Customer Service/Employee Development for 18 locations (Multi-Unit Format)

Accountable for increasing Tax Returns, Add on per transaction, transactions size and high levels of profitability

through adequate training, staffing, scheduling practices and customer service

Model customer service and promote increasing revenue whenever interacting with associate or client

Emphasize courteous and knowledgeable assistance to each and every client and associate

Ensure compliance/execution of Company and IRS guidelines

Participate in “March Marketing Madness” Program, requiring thorough understanding of District Demographic

Sales/P&L/Driving Revenue:

Responsible for Year over Year Growth in Tax Returns/Sales/New Client Growth for 18 locations

Driving Revenue through add on products- EASY IRA, EASY SAVINGS and Peace of Mind Insurance

Monitored budget trends, add on products, and MasterCard/Emerald Card Take Rate for 18 locations

Motivated and coached all employees in the district on maintaining client base through Retention Procedures

Coordinated weekly meetings with Office Managers to go over results, company bulletins, and new procedures

Handling difficult client service and IRS issues as needed when escalated to Upper District Management

Responsible for a 10 Million Dollar P&L/ Financials Report

Merchandising:

Review incoming promotional collateral for advertising, pricing, and promo material for 18 locations

Ensure interior and exterior signage are complete and accurate for 18 locations

Ensure execution of Company merchandising standards for 18 locations

Communicate with corporate regarding with specific goals to facilitate increase in Tax Returns/Sales

Training/Developing Staff:

Ensure compliance/execution of Company sponsored training programs, including, SCORE, Serve and Sell;

Learning Management System (LMS); and the 7216 Program.

Recruit, interview, select potential Office Managers and Tax Professionals

Work with 18 Office Managers to create new hire’s training schedule, using Company Training Checklist

Communicate with 18 direct reports and 200 associates on office goals and expected job performance

Provide coaching /sales experience to facilitate development of job skills, knowledge and judgment of new

Associates

Yearly performance evaluations for Office Managers and associates; make promotional and merit increase

Recommendations based on performance

Setting up and overseeing of new Basic Income Tax classes throughout the district to recruit potential employees

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