Customer Service Management
Resume:
Roxanne F. MacKinnon
Livonia, MI *8152
Cell: 313-***-****
abnb76@r.postjobfree.com
CAREER PROFILE
High energy, customer and results driven, human resources professional with
15 years HR Management experience in organization planning, hourly and
salaried personnel administration, labor and union relations, safety,
personnel relations, recruiting, international service, and organization
restructuring. Expertise includes:
Contract Negotiations Coaching and Counseling
Compensation Planning Organizational & personnel
planning/development
Conflict Resolution Strategy & Planning
Lean Manufacturing Principles Recruiting, Assessment,
International Staffing
Division & Staff HR Labor Relations Labor Laws and Labor
unions
Severstal International Dearborn,
Michigan
Human Resource Associate April, 2008-
Present
. Provide strategic HR Leadership for a union plant, including wage and
salary management, labor relations activities, manpower planning, and
administration of hourly and salaried policies and programs for 1700
employees.
. Company Advocate for unemployment cases and administration of
Supplemental Benefits
. Implementation of lean initiatives and several process improvements
during 2009
Ford Motor Company Dearborn, Michigan
HR Manager May, 2005-April,
2008
Dearborn Tool & Die Plant - Rouge Site
Directed all HR activities related to salaried, labor and hourly personnel,
training and safety in a 90% UAW Skilled Trades Plant.
. Directed and supported Ford Way Forward restructuring, including
Enterprise-wide salaried and hourly buy-out
. Executed all Compensation planning, Performance Management, Succession
Planning and Employee Development
. Ensure compliance of all corporate and legal policies & programs
. Negotiated a success and competitive Rouge-Wide U.A.W. Skilled Trade
contract for 700 members
. Member of Ford/UAW National negotiations "skilled trades" subcommittee
. Achieved management/union stability during difficult circumstances
. Implemented and supported lean manufacturing practices in a 100%
skilled trades plant
. Achieved Safety Level 7 by reducing days away, lost time and injuries
by an average of 22% (YOY)
. Completed first Corporate HR 6-Sigma Kaizen project on hourly
attendance
. Completed 6-Sigma Greenbelt project with a bottom line cost save to
the plant of $257,506.54.
. Executed 95 various Skilled Trade & Supervisor training sessions
during 2007.
. Negotiated and implemented a Competitive Operating Agreement with a
cost save of $12.1 mil to the plant.
. Created and delivered a Business Resumption Plan for the plant
. Thorough investigations on employee relation issues and administration
of all employee discipline
HR Business Partner/Corporate Labor Strategy May, 2004-
May, 2005
Ford Customer Service Division
Support and guide HR personnel in the plants, staff offices, Operations
Management and UAW Leadership across the Ford Customer Service Division
Logistics Network (21 High Volume/High Cube Distribution Centers - North
America) in all matters relating to local and national contracts as well as
Company policies, programs and procedures relating to salaried and labor
personnel.
. Deliver organizational strategy and development, compensation/bonus
planning; Performance Management, succession planning for all salaried
employees at Ford Customer Service Division staff and North American
plants, approximately 800 exempt/non-exempt employees.
. Division Labor for North American Parts Depots (approximately 3700
hourly employees), enforcing labor policies and interpretation of
National and Local UAW contracts. Dispositioned all pre-umpire stage
grievances for 7 plants.
. Lead corporate management in communication and implementation of HR
and corporate policies.
. Facilitated organizational design through reorganizations and position
rankings, change management and leadership development. Consult with
senior management to proactively address employee relations, career
planning, mentoring programs, skill building and retention management.
. Circumvented strike threat at Detroit Parts Distribution Center -
March, 2005.
. Interface with management and National Ford Department UAW members to
resolve complex labor issues
Labor Supervisor, Brownstown Complex July, 2001-
May, 2004
Marketing, Sales & Service-Ford Customer Service Division
Managed all hourly personnel, labor relations and medical for a UAW
facility of 1100 employees.
. Lead for the Labor Relations Office and Medical Department in the form
of focused efforts to develop and maintain a strong labor-management
relationship that provided understanding, contractual obligations,
minimized conflict, a flexible operating agreement, and driving
positive morale for the entire workforce.
. Daily involvement with local union members on labor issues and
administration of hourly discipline.
. Supervised 10 employees, consisting of labor relations, hourly
personnel, medical facility and workman's compensation.
. Accountable for corporate policy, safety compliance, worker's
compensation, hourly administration, EEO/AAP, FMLA, OHSHA, staffing,
departmental budget, employee records, personnel training &
development of direct reports and supervisors.
. Responsibility for all staffing needs from candidate search,
interviews, assessments, offers of employment & placement.
. Develop union relationships and lead union containability during
difficult business actions.
. Managed labor reduction in forces with no business or union
relationship disruption.
. Facilitated U.A.W. Collective Bargaining Negotiation efforts in 2003,
with successfully delivering a contract.
. Negotiated agreement for new High Cube and Export Center built on the
Brownstown Complex in 2003.
. Lead investigator into a complex, long standing theft ring, saving $6
mil. in pilferage losses
. Implemented robust outside contracting process, resulting in approx.
$1 mil. cost save to the plant.
. Successfully represented Ford Motor Company on a number of litigation
cases
Manager, International Service August, 2000
- July, 2001
Responsible for development, interpretation and administration of
International Service Policy, Strategy and practices for all inbound and
outbound employees of Eastern and Western Europe.
. Development of strategic initiatives to ensure a competitive edge for
International Service (IS) operations, which include executing
transition to Cendant for outsourcing the International Service
support in 2001.
. Supervised a team of 5 International Service Associates with major
responsibility to provide international service support and
administration for all employees and their families in global
reassignments between the United States and Eastern/Western Europe.
Details include compensation, benefits, relocation, taxes,
visas/passports, stipends, housing, home trips, employee services, and
salaried administration in host country.
. Reduced employee turnover by implementing robust staffing strategy.
Rouge Complex Labor Relations Staff August, 1999
- August, 2000
Labor Representative for Multi-Plant Site with approximately 7000 hourly
employees; approximately 2000 are skilled trades.
. Coordinated labor issues between Ford and Rouge Steel resulting from
Powerhouse explosion in 1999. Employee containment, reskilling and
placement of skilled trades Powerhouse employees
. Analysis and implementation of skilled trade manpower needs.
. Member of 2 local skilled trades negotiating teams during 1999;
Maintenance and Construction and Local 600.
. Develop and maintain relationships with local unions and operations to
ensure little disruption to the Rouge Site
. Orchestrated all outside contracting and Ford skilled trade issues
during Rouge Heritage - 2000.
. Negotiated project work for Rouge Skilled Trades, preventing
strikeable issues and ensuring full utilization
. Disposition of 300 skilled trade grievances.
. Administration of all Rouge Site skilled trades contractual language
and practices, as well as discipline
Global Salaried Recruiter November, 1997 -
August, 1999
Support all organizations throughout Ford Motor Company by providing Global
recruiting designed to be a world-class system, which focused on the
customer and makes Ford Motor Company an employer of choice for the
candidates in order to fill positions within in the company with best-in-
class employees.
Launched centralized recruiting center with robust processes that
enabled Salaried Recruiting targets to attract and recruit the best-in-
class employees by campus recruiting and direct hiring
. Responsible for entire process from candidate search through offer,
hiring, orientation and placement
. Supplied all staffing requirements, while exceeding representation
targets for several functions, including Executive recruitment.
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EDUCATION
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M.S., Human Resource Management Central Michigan University 2001
B.S., Business Administration Central Michigan University
1995
A.S., Business Administration Schoolcraft College
1992
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