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Human Resources Customer Service

Southfield, Michigan, 48075, United States
March 15, 2011

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***** ****** ****** ******* *. LOWERY-JETER Telephone: 313-***-****

Southfield, MI 48075 Email:


Delivering significant impact to bottom-line performance by employing

innovative HR solutions, increasing efficiency in talent management, and

shrinking operational and employee-related costs using excellent labor

relations skills

Performance-driven, accomplished executive with notable success in

spearheading organizational development/human resources initiatives, labor

relations and delivering impressive results at non-profit, corporate, and

government entities. Proven strengths in formulating strategic policies and

processes that support long-term growth, improve staff productivity,

decrease internal costs, and link human capital to business outcomes.

Ability to influence diverse, cross-functional teams to achieve objectives

and meet critical deadlines in fast-paced, evolving environments.


Vice President, Human Resources - North General Hospital Jan2009 to Nov2010

Charged by the board and CEO with direct oversight for HR functions, labor

relations, Employee Health Services, and pension administration for a 1,100-

employee medical facility. Closely manage key aspects of labor relations,

institute standard HR policies and procedures, and administer entire

compensation structure including executive compensation, authorized agent

to negotiate benefit and service contracts and implement sound compensation

practices. Orchestrate organizational and departmental projects while

managing a $4 million budget and seven direct reports.

< Strategic Planning: As a member of the C-Suite, collaborate with division

heads to execute restructuring plans that better aligned human capital

with long-term organizational goals and corporate objectives.

< Cost Savings: Launched comprehensive job analysis and HR departmental

restructuring that reduced annual salary expenses by $30,000 while

recruiting candidates with higher skill levels.

-Reinstated internal recruitment process for non-specialized staff

positions and delivered savings of $300,000.

-Maximized collective bargaining agreement and revised organizational

policies/procedures to downsize poor-performing employees without adverse

union reactions; executed strategy saved company $267,000.

< Process Improvement: Led customer service training efforts that propelled

internal customer response time from three to five days to less than 24


-Expedited and resolved 15 grievances that were outstanding for up to

five years and resolved 60% of issues within first 90 days on the job;

delivered further efforts that successfully closed three outstanding


---Developed and executed a joint labor/management customer service

program for all front line staff to improve HCAHPS statistics

< Technology Integration: Implementing the ADP e-Time Time and Labor

program to completely automate systems and effectively manage time, leave

and benefit processes; new system is estimated to provide 3-5 % savings

on annual payroll costs and reduce labor needs by 30%

Director, Human Resources & Administration- The Isaac Group 2007 to 2008

Handpicked by CEO/President to spearhead high-level organizational planning

and human resource management efforts following corporate acquisition that

affected 500+ employees in three states. Conceived and devised strategies

for labor relations, policy development and implementation, media

strategies, staff restructuring and organizational downsizing. Managed and

supervised eight employees and administered $3 million budget.

< Labor & Union Negotiations: Mediated with union representatives and

subdued substantial labor discord following a hostile, five-month labor

strike. Systematically built working relationships, opened lines of

communication, and developed trust between management and employees.

< Cost Reductions: Saved company over $2 million annually by negotiating

plant closing agreement-with zero loss in production-with United Steel

Workers and IBEW.

< Corporate Culture Change: Instituted standard, legally compliant employee

handbook to eliminate inconsistent policies and introduce new corporate

culture, behavior, and rules.

< Diversity Management: Forged the introduction of diversity management

programs and initiatives to expand hiring, training and, promotion of

minority candidates.

< Safety & Training: Reduced worker compensation costs 46% by introducing

plant-wide safety plan, establishing an internal safety committee, and

recommending capital investments in equipment and facility renovations.


Director of Benefits - Detroit Public Schools 2003 to 2007

Recruited to lead and implement targeted cost-saving initiatives for

benefits programs involving 10,000 employees. Evaluated claims utilization

reports and restructured/modified benefit plans to reduce escalating costs

while minimizing negative impact to employees. Supervised seven employees

and managed $10 million budget.

< Benefits Administration: Renegotiated benefit contracts and collaborated

with other local unions to form a purchasing consortium that resulted in

a 22% cost savings for medical prescriptions.

< Process Improvement: Audited and revamped medical and family leave

policies for first time in five years and established new processes that

reduced employee absenteeism 50%.

Director, Human Resources Management Solutions - Genesis Training &

Development, LLC 2000 to 2003

Delivered strategic human resources, talent management, staff training, and

policy development solutions to private, non-profit, and government

entities. Representative projects and performance highlights:

< Change Management: Performed as turnaround strategist and change agent as

part of expansive project to automate a manual, paper-driven payroll

process for more than 16,000 employees. (City of Detroit)

-Developed technical materials and delivered "Train-the-Trainer" program

to 700 employees.

< Policy Development: Authored and developed employee handbook and

administrative manual for standard company policies and procedures. (O &

I Trucking)

-Led sexual harassment prevention training sessions for managers and

created leadership development worksheets.

< Management Training & Development: Served as sole facilitator and trainer

for strategic planning retreat held in Ontario, Canada. (Operation Get-


-Guided staff in developing short-term/long-term organizational goals to

secure funding sources for next three years.

< Organizational Design & Development: Executed comprehensive job analysis

to revise existing job descriptions and restructure organizational chart.

Teamed with senior management to devise mission statement and values

credo critical for re-positioning company in marketplace. (Marshall

Holding Company)

< Crisis Management: Contracted as change agent to help company increase

staff accountability and influence employee behavior through development

and implementation of standard policies and procedures for 300+

employees. (Residential Care Alternatives)

-Improved organizational accountability and transparency for funders by

developing standard employee policies and procedures and executing a 90-

day turnaround plan.

Director, Human Resources - Detroit Institute of Arts 1998 to 1999

Brought onboard to lead the HR function during the privatization of the

organization. Managed widespread staff recruitment, hiring, training, and

diversity strategies for City museum including outsourcing for cost savings

and succession planning.

Director, Human Resources - United Way of Southeastern Michigan 1990 to



Master of Arts in Administration/Human Resource Management - Marygrove


Masters of Education/Adult Learning - Marygrove College

Bachelor of Arts in Mass Communications - Wayne State University


American Society for Training and Development / Society for Human Resource



Earned recognition on list of "Most Influential Women in Metropolitan

Detroit" by Women's Informal Network

Certificate of Appreciation for service to community by Wayne County Board

of Commissioners

Certificate of Achievement for outstanding accomplishments by City of


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