Customer Service Human Resources

WILLIAM J. LYONS, IV

***** ********* ***** ( SOUTHFIELD, MI 48033

Office: 313-***-**** ( Cell: 313-***-**** ( Email:

abl87z@r.postjobfree.com

CITIZENSHIP: UNITED STATES CITIZEN

Veterans Preference: None

OBJECTIVE

Focused, resourceful leader seeks suitable position that welcomes a

seasoned professional with 15+ years of human resources management

expertise in a broad range of administrative, program management, human

resources, and customer service functions at the executive level for

organizations of varying sizes. Valued contributor and trusted advisor to

senior-level policy and decision makers, with demonstrated proficiency at

aligning program initiatives and strategies with long-range organizational

objectives and mission.

PROFESSIONAL PROFILE

. Ability to communicate effectively with individuals at all

organizational levels

. Integrity, fairness and keen ability to find mutually agreeable

resolutions to conflicts and disputes

. Ability to adapt to rapidly changing organizational and environmental

circumstances

. Creative problem-solving approach and skill at devising strategies

that positively impact organizational culture and productivity

. Facilitative approach to leadership and team building

. Demonstrated ability to establish trust and credibility among

employees and management

. Familiarity with all state and federal laws related to human resources

and labor relations, including EEO, OSHA, COBRA, FMLA, ERISA, ADA and

FLSA

. Executed complete restructure of HR department to facilitate

organizational growth and enhance employee commitment and ownership of

corporate goals

SENIOR EXECUTIVE AREAS OF EXPERTISE

Recruitment/Staffing

. Policy Development

. Employee Discipline

. EEO Matters

. Orientation/Training

. Management Development

. Needs Assessment

. Change Management

. Benefits & Compensation

. Media Relations

. Background Investigations

. Legal/Policy Compliance

. Performance Management

. Security/Threat Assessment

. Security Administration

. Intelligence Analysis

. Operational Troubleshooting

. Civil Aviation Intelligence

. Cost Control

. Contract Negotiation

. Wage/Salary Analysis

. Performance Improvement

. Grievances/Appeals

. Employee/Labor Relations

. Customer Relations

. Complaint Resolution

EMPLOYMENT EXPERIENCE

Detroit Public Schools February 2007 - Present

7430 Second Avenue

Detroit, MI 48201 50 hrs/week

Supervisor: Nathaniel Adams 313-***-**** Starting Salary: $74,699

You may contact present employer Current Salary: $76,500

HR ADMINISTRATOR

Major Functions:

. Supervise and lead 1000+ human resources department staff spanning

more than 200 schools, collectively providing HR support to 18,500

employees. Served as front-line point of contact for disputes,

complaints and other customer service issues.

. Deliver expertise and guidance in development of new program policies,

procedures and strategic plans. Executed complete restructuring of HR

department in only 11 months; developed employee handbook and

policy/procedure manuals. Developed affirmative action plans and new

employee training and orientation programs in alignment with

organizational goals and mission. Devised system for matching

employee skills with job openings.

. Oversee security programs, managing relationship with the DPS Police

Department. Manage the Criminal Convictions & Investigations Unit,

responsible for fingerprinting and background checks for some 13,500

employees; developed policies and procedures for this unit. Achieved

increase in felony conviction rate, saving the school district $2M in

judgments. Achieved 38% increase in crime disclosure rate.

. Manage personnel initiatives and programs, with responsibility for

recruitment, benefits and compensation, grievance resolution, and

collective bargaining for 5 union contracts.

. Implement performance measurement methodologies. Achieved 56%

increase in customer service stats year over year.

. Administered technology systems, to include HRIS and SAP.

Gamma Lambda Community Development Corporation September 2004 -

February 2007

293 Eliot St. June 1999 - January 2003

Detroit, Michigan 48201 40 hrs/week

Supervisor: Alonzo F. Terry, Jr. 313-***-**** Starting Salary: $58,000

You may contact this employer Ending Salary: $64,000

Director- Human resources administration

Manager- human resources administration

Major Functions:

. Supervised and directed administrative, human resources, safety and

security staff for the property management division of the Gamma

Lambda Chapter of Alpha Phi Alpha Fraternity.

. Delivered expertise and guidance in development of new program

policies, procedures and strategic plans. Established administrative

policies and procedures, to include human resources and accounting

practices, budget planning process, and capital improvement programs.

Devised system for matching employee skills with job openings.

. Oversaw security, safety and compliance programs, with responsibility

for risk assessment and crisis management.

. Managed personnel initiatives and programs, with responsibility for

recruitment, employee orientation, grievance resolution, and

collective bargaining. Represented employer in litigation and

arbitration of cases involving labor contract compliance.

Northwest Airlines, Inc. / Detroit Metro Airport February 2003 - June

2004

One World Gateway Place 40 hrs/week

Romulus, Michigan 48212 Starting Salary: $65,000

Supervisor: Don Bennett 734-***-**** Ending Salary: $65,000

You may contact this employer

MANAGER - human resources/fleet service ADMINISTRATION

Major Functions:

. Supervised 150 employees engaged in customer service as well as

aircraft security and preparation for the largest Northwest

International hub. Oversaw all daily station activities, providing

leadership, training, coaching and direction to Customer Service

Agents. Prepared monthly work schedules and approved leave/time off

or shift changes.

. Oversaw operational safety and security, with responsibility for

preparing and submitting TSA and FAA reports.

. Managed personnel initiatives and programs, with responsibility for

employee relations and payroll administration for 450 union and exempt

employees. Represented the company on employment-related issues.

. Responsible for performance appraisal and management. Established and

communicated performance standards. Conducted annual and probationary

evaluations.

. Controlled costs, consistently meeting operational expectations and

goals.

City of Highland Park, Michigan (Mayoral Appointment) January 1996 - May

1999

12050 Woodward Avenue 40 hrs/week

Highland Park, Michigan 48203 Starting Salary: $38,000

Supervisor: Dwayne Smith, Director 313-***-**** Ending Salary: $38,000

You may contact this employer

DEPUTY DIRECTOR, human resouces and ADMINISTRATION

Major Functions:

. Coached, mentored, directed and supervised 376 human resources and

administrative staff, with 15 direct reports. Oversaw day-to-day

activities of the human resources division.

. Managed personnel initiatives and programs, with responsibility for

recruitment, employee relations, payroll administration, benefits

administration, training and development, grievance resolution, and

collective bargaining. Represented the company on employment-related

issues, including EEO matters.

. Controlled costs, consistently meeting operational expectations and

goals. Developed and presented annual operating budget. Negotiated

vendor contracts, with an eye toward cost-efficiency. Responsible for

capital improvements.

. Administered technology systems, to include HRIS and payroll

information system.

Infotronics Corporation (Contracted) July 1994 - Nov 1995

CUSTOMER SERVICE/TECHNICAL SUPPORT ANALYST II

Providence Hospital & Medical Centers June 1990 - April 1994

PHYSICAL THERAPY ASSISTANT

JOB-RELATED TRAINING

Certified Protection Professional (CPP ) - Sitting for Recertification

2009

Physical Security Professional - Applying

2009

Education

master of science - intelligence analysis 2010

MASTER OF SCIENCE - SECURITY ADMINISTRATION 2005

University of Detroit-Mercy - Detroit, MI

Thesis: "Civil Aviation Security: The Long-Term Impact of the Events of

September 11 on the United States Airline Industry"

BACHELOR OF SCIENCE - CRIMINAL JUSTICE 2001

University of Detroit-Mercy - Detroit, MI

AWARDS AND HONORS

City of Southfield Commissioner - Administrative Civil Service Commission

2006

City of Southfield Commissioner - Retirement Pension Board 2006

City of Southfield Commissioner - Retirement Benefits Board 2006

Joint Fraternal Development Corporation - Board Member 2005

Brush Park Development Corporation - Board Member 2005

President, Alpha Phi Alpha Fraternity, Inc., Gamma Lambda Chapter

2004

Alpha Phi Alpha Fraternity, Inc., Presidential Award of Merit 2002

Alpha Phi Alpha Fraternity, Inc., Leadership Award 2000

Technical Skills

Microsoft Windows, Microsoft Word and Excel, Lotus 1-2-3, Focus, CICS,

PROFS, A2KR22, DBASE,

TP, SIS, CMNMS, Oracle, PC Link, View Print, Novell NetWare, HP-UNIX,

Banner, PeopleSoft, SAP

Contact this candidate