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Customer Service Manager

Livonia, Michigan, United States
April 16, 2018

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I ***** Livonia, Ciresi ATTN: **** Brecksville, Ciresi Michigan. candidate I am hold writing E. & & Human Parklane a Royalton Morek Morek MI Master for I OH 48152-believe to employment Resources Human 44141 Street express of Road, 2726 Public my Resources Suite my combination & Administration within Recruiting interest #101 your & Recruiting, in of client’s the education (MPA) posted organization. with position and a past concentration of experiences Human in Resources Human make me and Manager a unique Fiscal April in 16th, Resource and Detroit, 2018 ideal My and are development, past be What My Management, Management professionals. have (soon competency education, Please meet Thank Sincerely, Randall (American2022@references i.734) e.reckoned : career top capacity. salary directors payroll, had and to sets 347-you. feel notch. Patterson, have experience discuss me has 8177 and enclosed)free requirement in benefits with,apart I ((7+ have led Perhaps May SHRM) all soon have among to Additionally, yahoo.years more ” areas contact me MPA, from called and 2018) always to . and administration, through hold professional HR other than com I of being BPA am any exposure is me me human administration SHRM been professional flexible, best what other I degrees. at “powerhouse,the a have any series known, a certification can resource “epitome strong candidate to credential, time, over but recruiting, only be of I credential. placed however, positions communicator, between have experience, and one 15 management. ” of is having years I combined, or a that look on also which etc.professional.two for paper with $while ) the quality forward 75,prepared of and My my remains 000 “energy the increasing both here. you past work however, health many customer - to may ” written work $to ethic 100,hearing (the and and General facets take find degrees are experiences,,and gold 000+ tenacity safety and that service, the indicative from of professionalism letters standard verbal, human USD many experience. of Society of you responsibility, 12 a considering of graduate of and tiger,of of resource years recommendation your of of a my my time ” Human Human being other proficiency at computer leadership education that all management complexity, experience, “a applicants times. Resource Resource we force could skills and and and and My to RANDALL L. PATTERSON, MPA, BFA

17749 Parklane Street

Livonia, MI 48152-2726

Phone: 734-***-**** • E-mail: PROFESSIONAL SUMMARY

Experienced Human Resources and Payroll professional seeking a career opportunity. I am a highly-organized, detail-oriented, efficient, compassionate, self-starter possessing outstanding communication skills, both verbal and written. My abilities have been found to be far above average as is the quality of my work; level of education; and dedication, motivation, and desire to succeed. I am a powerhouse ready to work for you!


Recruiting/Talent Acquisition Total Rewards Health, Safety, & OSHA Interviewing HR Strategic Planning Unions & Collective Bargaining Training, Learning, & Development Diversity & Inclusion Grievance Investigation Organizational Effectiveness & Development Employee and Labor Relations Benefits Administration Workforce Management Employment Law & Regulations Payroll Processing Engagement & Retention Mergers & Acquisitions BS&A, UltiPro, & ADP Software PROFESSIONAL EXPERIENCE

Customer Service Supervisor/Manager: United Airlines, by Airport Terminal Services (ATS) 06/2017 - 12/2017 ATS is contracted by United Airlines to perform all airport operations functions (customer service and ramp operations) at Detroit Metropolitan Airport (DTW); 50+ direct reports (customer service) with an additional 100+ indirect reports (ramp)

• Personnel: Performed all human resource aspects of airline station operations and administration including recruiting, training, and progressive discipline; ensured adherence to all policies, procedures, and regulations; coached, mentored, and developed agents to facilitate a highly efficient and effective operation; lead by example; provided highest quality internal and external customer service possible

• Operations: operational performance (particularly on time); safety, both inside and out on the ramp (wearing required personal protective equipment - ear plugs, visibility vest, etc.); security of facility and company assets; identified and corrected all IT and facility issues; competed required reporting Key Contributions:

• “Cleaned house;” flipped morale and productivity of operation from poor to great in less than six months by strategically overcoming obstacles of the operation and fostering an environment of teamwork across the operation

• Continually evaluated policies, processes, and procedures for maximum effectiveness and efficiency in the operation Department Analyst: Michigan Department of Treasury, IT Business Integration Division 11/2016 – 06/2017 Served as project management liaison between each tax/revenue type the state collects and programmers and contractors to design, test, and implement best possible solutions for taxpayers.

• Certified as State of Michigan IT Project Manager and served as project management liaison between each tax/revenue type the state collects, programmers, and contractors to design, test, and implement best possible solutions for taxpayers

• Provided SAP accounting and auditing support to the division in conjunction with both the Office of Financial Services and Office of Accounting Services

Key Contributions:

• Instrumental in the organizational establishment of a brand-new division within the Department of Treasury

• Served on both the training and communication teams; developed and implemented plans for trainings and communications across both the division and Treasury as a whole

• Assisted in accounting testing prior to the migration of the State’s entire financial server for all agencies and entities to a new server and interface

• Demonstrated analytical ability and willingness to take on and see any assignment through to execution Randall L. Patterson - Resume

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Sr. Payroll & Human Resource Generalist: City of Westland (Michigan) 11/2014 – 11/2016 Was responsible for payroll and human resource functions at City Hall for the 8th most populated municipality in Southeastern Michigan with 87,000+ residents. Cross-trained in near all departments.

• Human Resources and Benefits Administration (70%): o Administrative: entering and configuring new employees in BS&A HRIS, I-9s & W-4s, performed all personnel file management (status changes, discipline, performance evaluations, licensures/certifications) and medical file management (FMLA, LTD, OJI, Workman’s Compensation etc.), maintained time and attendance records, performed all external verification of employment requests; assisted Director in resolving all union grievance issues; produced and distributed W-2s, 1099s, & 1095s

o Benefits: handled administration, monthly reconciliation and premiums payments, disseminated open enrollment materials, administered the primary 457(b) defined compensation (DC) plan, defined benefit (DB) plan for executive management and higher; optional additional retirement savings plans, supplemental insurance (STD, LTD, accident and indemnity, etc.), as well as life insurance offered through several third-party vendors o Compliance/Oversight: oversaw legal, regulatory, and contractual compliance with all HR practices and collective bargaining agreements

• Payroll (30%): streamlined and single-handedly responsible for accurately executing a complex, high-volume, bi-weekly payroll for the City’s more than 400 employees across 17 departments and eight collective bargaining unions and highly intricate contracts; handled all payroll deduction including taxes, insurance, retirement contributions, Friend of the Court/garnishment orders, overpayment/repayment agreements; worked closely with Finance Director and Accounting

• Assisted every other department; answered telephones responding to resident inquiries; served as general office leader ordering supplies, metered all outgoing mail and parcels, organized and coordinated delivery of all incoming mail, and performed special complex or analytical projects as assigned by the Finance Director, Budget Director, and others Key Contributions:

• Streamlined payroll processing from ten to three days, allowing more time to perform HR and benefit support

• Digitally archived years’ worth of paper timecards, payroll, and personnel files for easy access and retrieval

• Assisted implementation of a new electronic timekeeping system, simplifying and expediting payroll processing

• Brought personality and a face to the department; always available to professionally and compassionately assist all our valued employees

Family Services Coordinator (AmeriCorps Liaison): Habitat for Humanity Detroit 02/2014 – 12/2014 After first volunteering, I became an AmeriCorps Service member and served a short, six-month term 03/2014 – 09/2014; subsequently retained hourly through December until budget could no longer support. Habitat is a nonprofit organization dedicated to eliminating substandard housing by bringing people together to build homes, communities and hope. Since 1985 they have built and rehabbed nearly 200 homes in metro Detroit.

• Family Services Department is responsible for recruiting, interviewing, background checking, and helping select program participants; case-managed and guided participants through all program activities, ultimately to successful program completion and home ownership

• Challenged by Director to think out-of-the-box; utilized new ways, new resources, and technology to maximize results and produce a higher quality results (i.e. higher and faster program completion rates as well as better reporting) Key Contributions:

• Doubled number of families from in the program and on waiting list in less than six months - from less than 25 to 50+

• Charged by CFO to completely overhaul and process-improve recruitment and selection processes; developed new recruitment strategies, presentations, marketing materials, forms, policies, procedures, and an intricate network of linked Excel spreadsheets to track and display up-to-the minute graphs and percentages of metrics

• Worked closely with churches, schools, and other community organizations to recruit volunteers to staff home our builds and other community outreach events

Facility Operations Supervisor: LifeTime Fitness (Canton, MI) 09/2014 – 12/2014 LifeTime is a popular 24-hour, up-scale, family-oriented health and fitness club with locations across the country.

• Supervised a team of 25+ men and women responsible for both hospitality and facility cleaning and maintenance; took direction directly from Department Head and General Manager, ensured tasks executed as requested

• Recognized for high standards and work ethic; trained and groomed subordinates, properly equipping them with skills and knowledge needed to adequately be prepared to easily transition into position when I moved up and on Randall L. Patterson - Resume

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AirTran Airways (Merged/acquired by Southwest Airlines, 2011) 11/2006 – 12/2013

• Lead Flight Attendant (based in Atlanta, GA), 2008 – 2013 o Ensured safe and comfortable air transportation by adhering to and enforcing regulation while providing exemplary customer service

o As a Lead I trained, counseled, and mentored flight attendants on board while ensuring a quality product was delivered that met the established standards for passengers and expectations of our airline

• Customer Service Agent/Operations Lead, Detroit Metropolitan Airport (DTW), 2006 – 2008 o Cross-trained airport agent both indoors at ticket counter and gate, but also in safety-sensitive ramp operations, including marshaling, loading/unloading, and pushing aircraft back from the terminal for taxi and takeoff o Led by example; trained new hires; shared by knowledge with others; assisted management with schedules, payroll, audit preparedness, monthly financials, and other duties as assigned

(Acting) Store Manager: Verizon Wireless (Novi, MI) 11/2004 – 02/2006

• Hired as a manager in training; worked at multiple locations throughout district, particularly stores needing strong leadership for turnaround support; store sizes varied, direct reports averaged 50

• Managed the monthly performance review of all sales rep metrics against established expectation on a scorecard, counseled on ways to improve where needed; responsible for hiring, ongoing training, all financial and inventory management, visual merchandising and set changes

Management (Multiple Ascending Titles): JCPenney (Novi, MI) 02/2002 – 02/2006

• Quickly demonstrated abilities; was rapidly promoted through series of ascending support and management titles; oversaw every department in the store, including women’s; Novi is JCP’s 3rd largest sales-grossing location in Michigan

• Served as management’s assistant at all times; responsible for overseeing efficient operation on the floors, cash handling and deposits, on boarding and training of all new hires including annual fluxes of holiday help, and customer service SKILL SUMMARY

• 12+ Years’ Experience Delivering Quality Customer Service in Leadership/Management Roles

• 12+ Years’ Experience in Leadership, Coaching, Developing, & Mentoring Employees

• 5+ Years’ Experience Payroll Processing & Human Resources EDUCATION

Wayne State University, Detroit, MI

• Master of Public Administration (MPA) - Human and Fiscal Resource Management, August 2017

• Bachelor of Arts in Public Affairs (BPA) - Urban Policy and Management, August 2016 PROFESSIONAL MEMBERSHIPS

Society for Human Resource Management (SHRM)

Michigan Public Employer Labor Relations Association (MPELRA) American Society for Public Administration (ASPA)

International City/County Management Association (ICMA) Michigan Municipal Executives (MME) Formerly the Michigan Local Government Management Association (MLGMA) CERTIFICATIONS

Notary Public - County of Wayne, Michigan Commission Expires: 03/31/2023 Sitting for Society for Human Resource Management (SHRM) Certification via Examination May 2018 VOLUNTEER EXPERIENCE

Habitat for Humanity Detroit 01/2014 – 12/2016

• Family Service and Volunteer Coordinating Departments AmeriCorps, Corporation for National & Community Service 03/2014 – 09/2014

• Habitat for Humanity Detroit, Family Services Coordinator (6-month term of service) RANDALL L. PATTERSON, MPA, BFA

17749 Parklane Street

Livonia, MI 48152-2726

Phone: 734-***-**** • E-mail: PROFESSIONAL REFERENCES

State of Michigan Department of Treasury References: Cindy Peruchietti, State Bureau Administrator David Mefford, Division Administrator Michigan Department of Treasury Michigan Department of Treasury Treasury Operations Center Treasury Operations Center Dimondale, MI 48821 Dimondale, MI 48821

517-***-**** 989-***-**** City of Westland References:

Cindy C. King, Director of Membership Services and HR Bruce Thompson, Building and Planning Director Michigan Municipal Risk Management Authority (MMRMA) City of Westland 14001 Merriman Road 36300 Warren Road

Livonia, MI 48154-4262 Westland, MI 48185-2016

734-***-**** 734-***-**** Habitat for Humanity Detroit References:

Traci Odom, (Former) Family Services Director Crystal Bell, (Former) Volunteer Services Coordinator

(Formerly) Habitat for Humanity Detroit (Formerly) Habitat for Humanity Detroit 19467 Washburn Street 19295 Berden Street

Detroit, MI 48221-1467 Harper Woods, MI 48225-2403

313-***-**** 313-***-****

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