Customer Service Manager
Resume:
Lisa I. Smith, SPHR
Oakwood Village, Ohio *****
************@*****.***
OBJECTIVE
Seeking a position where I can utilize my leadership strengths, team work ability, and interpersonal
skills as a Human Resource Manager.
EDUCATION
University of Phoenix USA June, 2005
Master Degree in Labor Relations
Oklahoma University Norman, OK May, 1989
Bachelor of Arts
Major: Business Management
Community College of the A.F. May, 1987
Associates of Arts
Major: Logistics
WORK EXPERIENCE
2005-Present
Ford Motor Company-Walton Hills
(Cleveland, Oh. and Chicago, Ill.)
Human Resource Manager
• Responsible for the integration and consistent application of Human Resources including
employment, compensation, benefits, training, payroll, employee relations and safety.
• Analyzes wage and salary reports and data to determine competitive compensation program to ensure
compliance and equity within corporate guidelines.
• Coordinates management training in Company human resources policies and supervision/management
training, organizational development.
• Responds to inquiries regarding policies, procedures and programs.
• Prepares necessary documentation for employee on boarding, termination, resignation etc.
• Oversees the analysis, maintenance and communication of records required by law or local governing
bodies, or other departments in the location.
• 1st chair lead negotiator during the 2007,2009 and 2013 contract negotiations with the national and
local UAW.
Ford Motor Company-Cleveland Manufacturing Site, Brook Park, OH 2001-2005
Labor Relations Supervisor Cleveland, Oh
Human Resource Manager, Distribution Center, Hartford CT
• Conduct investigations for grievances and conduct grievance meetings with the local union
representatives.
• Conduct Disciplinary Hearings, Absenteeism Hearings, Harassment Investigations, Conflict
Resolution, Project Management, Personnel Services.
• NLRB and EEOC Investigations and Report Writing.
• Prepare reports and analysis for Operations Staff, Team Management, and Floor supervision as tools to
drive accountability for results of policy deployment and measure floor supervision effectiveness in
support of Lean Manufacturing.
• Commuted monthly between Labor Relations Supervisor Cleveland Ohio and Distribution Center HR
Manager Hartford Ct.
• Managed 450 distribution employees.
• HR Manager major responsibilities consisted of Safety, Training and Development, Worker’s
Compensation, Payroll, Benefits, Employee Relations, Grievances, and Compensation Planning.
• Generalist for Non Exempt and Exempt employees.
• Responsible for interpreting and administrating UAW-Ford Collective Bargaining agreements
including the investigation and resolution of contract issues .
• 2nd chair negotiator during the 2003 contract negotiations with the national and local UAW.
Ford Motor Company, Brook Park, OH 1999-2001
Production Supervisor
• Motivate, train and direct individuals who are in factory work positions on one of our past paced shifts.
• Staff leadership, coaching, skill development and conduct performance reviews. Ensure quality and
production standards, pursue continuous process improvements that encourage an active role from
work teams.
• Schedule and monitor employee attendance and complete appropriate payroll reports.
• Timely completion of shift end reports and other reports and deliverables as required. Coach and
Counsel Employee and develop subordinates.
• Maintain employee trust-establish and provide consistent support to employees in the resolution of
employee issues and inquires.
• Green Belt Certified-Six Sigma
SBC Telecommunications, Cleveland, OH 1992-1999
Call Center Supervisor
• Analyzed and monitored daily activity to ensure compliance with performance standards.
• Planned and organized work flow.
• Established and communicated goals that result in excellent customer satisfaction exceeding goals.
• Trained, evaluated and counseled employees to help improve custom performance and productivity.
United States Air Force 1982-1992
Human Resource Generalist/Customer Relations Supervisor
• Supervised a team of Customer Service representatives in a call center to ensure prompt and accurate
delivery of customer service and quality.
• Directed teams to assure performance standards and operating objectives were achieved. (Quality,
Calls per Hour and Conformance).
• Managed team development through continuous coaching, training, and motivation. Executed quality
programs, identified quality trends, and recommended process improvements and training needs to
improve quality.
• Managed and controlled team performance to achieve performance standards and goals. Created,
implemented and analyzed effectiveness of staff recognition programs.
• Researched and resolved escalated customer inquiries and interacts directly with customers as
necessary. Determined mid-term policy reinstatements through underwriting risk evaluation.
• Utilized Union Avoidance Techniques.
References upon Request.
Contact this candidate