Human Resources Customer Service

WILLIAM J. LYONS, IV

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

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

*******.*****@**********.***

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: Gregory Stokes 313-***-**** Starting Salary: $74,699

You may contact present employer Current Salary: $95,500

senior Human Resources Manager

Major Functions:

. Organizational Planning & Development: I have functioned as an

objective consultant to management with regard to organizational

issues which impact people including organizational structure,

managing change, promotions, job titles, career and succession

planning. Facilitate planning meetings and discussions where

appropriate. Developed and implemented effective communication plans

to ensure optimal organizational impact.

. Recruitment & Staffing: Engaged in employment related activities

including candidate selection to support business objectives. Partner

with managers and recruiting staff to define job profiles and ensure

equal opportunity for all employees and support of business

objectives, sourcing and interviewing candidates, and providing

recommendations on the selection of candidates. Participated in the

new hire orientation process as needed.

. Supervised and lead criminal conviction, fingerprinting and background

unit within the department of human resources. I provide strategic

human resources support spanning more than 100 schools, collectively

providing HR support to 7500 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 7,500

employees; developed policies and procedures for this unit. Achieved

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

judgments. Achieved 78% increase in crime disclosure rate.

. 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: Lydia Barlow Jamieson 313-***-**** Starting Salary: $58,000

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

Vice president- Human resources administration

Manager- human resources administration

Major Functions:

. Human Resources Strategy: Working side by side with business partners

to develop detailed business strategies. Identify and research key

human resources issues; contributing information/data, analysis, and

recommendations to support organization strategic thinking and

direction; establish human resources objectives in line with partner

group and organizational objectives.

. Supervised and directed administrative, human resources, safety and

security staff for the property management division of the Gamma

Lambda Community Development Corporation.

. Recognition: Collaborate with senior management and business unit

management team on annual merit review process and implementation of

compensation tool and related activities. Review individual position

total compensation plan as necessary and in conjunction with the

Senior Management team. Lead communication and distribution of

incentive plans and coordinate annual payment of incentive plans.

Worked with senior management and business unit team to develop and

implement rewards and recognition programs as needed.

. Employee Relations: Work in conjunction with management teams and

employees to coach and facilitate problem solving and develop,

implement, and administer employee relations programs that will

contribute to a positive and progressive work environment. Provide

counsel and ensure prompt investigation for all legal-related matters.

. 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 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 150 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.

. Business Partnership: Build solid and trusting relationships with

partner groups and across the organization. Obtain a thorough

understanding of the business to translate the strategic and tactical

business plans of the Finance & Operations and Legal organizations

into practical HR/people-oriented strategic and operational plans.

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 2013

Global Professional in Human Resources (GPHR) - Sitting for

Certification 2014

Education

doctor of education- Organizational leadership (projected completion)

2016

Northeastern University- Boston, MA

master of science - intelligence analysis 2014

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

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, PeopleSoft.

Key Responsibilities/Essential Duties

. Employee Relations: Provide coaching and guidance to Management and

associates regarding employment issues in such areas as, policy and

procedure interpretation/application, dispute resolution, corrective

action, leaves of absence (FMLA), harassment and

terminations.

. Leadership Development: Partner with senior management to identify and

proactively develop talent through formal training,

mentoring and coaching. Participate in succession planning to ensure

talent is available and ready to assume positions of greater

responsibility within the organization.

. Performance Management: Oversee the performance management process,

working with leaders on their employee reviews

and evaluations, providing training and consultation as necessary.

. Labor Relations: Responding to employee issues, reviewing discipline,

conducting investigations, recommending and issuing appropriate

disciplinary action when necessary.

. Compliance: Review, interpret, administer and ensure compliance with

federal and state employment laws and company policies and

procedures.

Safety: Manage work comp claims and benefits and ensure potential

losses to employees and property are controlled. Assist safety

personnel in prevention training and education.

. Compensation and Benefits: Provide guidance on benefits and comp

strategy planning and administration.

. Training: Oversee the execution and delivery of all sponsored training

for all associates.

. Talent Recruitment: Lead the development of systems that facilitate

the recruitment/employment process for key positions (CEO/senior

level). Facilitate strategic executive searches with partner service

provider(s) in key markets and provide tools and methodologies to the

rest of the network to enable them to carry out executive searches.

. Talent Development: Design and execute talent programs to identify

and target top internal talent for development opportunities

throughout the network (such as courses, fellowships, certifications,

career path counseling).

. Talent Retention: Deploy retention systems (such as executive

sponsorship, mentoring, special assignments and exchanges, position

database and job search processes) for key individuals who are

identified for retention.

. Ongoing Tools Development: In support of the above, ensure the

ongoing development and updating of priority tools and resources such

as competency models, performance management systems, career

development and growing talent toolkits, executive search toolkit,

etc. as identified by and aligned with the network talent strategy.

Contact this candidate