Customer Service Manager
Resume:
Lisa I. Smith, SPHR
Ashtabula,Ohio *****
************@*****.***
OBJECTIVE
Seeking a position where I can utilize my leadership strengths, teamwork 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
(Cleveland, OH. and Chicago, Ill.)
Human Resource Manager
• Reduced absenteeism from 18.2% to 8.6% by re-negotiating the union contractual absenteeism policy
to become more stringent and focused on employee accountability.
• Reduced the amount of grievances submitted by coaching operation managers and union officials to
ensure adherence to the local and national contract.
• Reduced the amount of grievances backlog from 625 to 210 by holding continuous meetings with
management and union officials to settle grievances by the end of each fiscal year.
• Streamlined and created a centralized system for succession planning and performance management
reviews.
Reduce manpower hours by gathering data and determining the benchmark of talent.
• Partnered with operations to incorporate employee engagement and communication team meetings.
Resulted in an incline of employee satisfaction and enhanced the relationship between management
and hourly work force.
• During contract negotiations, combined job classifications which resulted in reduction of direct and
indirect labor hours.
• Contractually changed any arbitrated cases to be paid by the losing party.
To date, saved the company approximately $112,000 from the previous year (2013).
• Effectively administered programs in accordance with the company policies and procedures.
• Oversaw the analysis, maintenance and communication of records required by law or local governing
bodies and other departments in the location.
• 1st chair lead negotiator during the 2007, 2009 and 2013 contract negotiations with the national and
local UAW.
• Worked closely with other plant leaders to better develop HR presence for the plant with a focus on
employee relations.
Ford Motor Company-Cleveland Manufacturing Site, Brook Park, OH 2001-2005
Labor Relations Supervisor Cleveland, Oh
Human Resource Manager, Distribution Center, Hartford CT
• Conducted investigations for grievances and conducted grievance meetings with the local union
representatives. Also conducted disciplinary hearings, absenteeism hearings, harassment
investigations, conflict resolution and personnel services.
• Responsible for NLRB and EEOC Investigations, Workman's Comp and AAP.
• Prepared reports and analysis for Operations Staff, Team Management, and Floor supervision.
Drove accountability for results of policy deployment and measured floor supervision effectiveness in
support of Lean Manufacturing.
• Reduced the amount of grievances paid from 2002-2005.
Saved the company over $177,000 by adhering to the local and national contracts.
• Responsible for Safety, Training and Development, Worker’s Compensation, Payroll, Benefits,
Employee Relations, Grievances, and Compensation Planning and Employee Relations.
• 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 and 2005 contract negotiations with the national and local UAW.
Ford Motor Company, Brook Park, OH 1999-2001
Production Supervisor
• Motivated, trained and directed individuals who were in factory work positions on one of our past
paced shifts.
• Staffed leadership, coaching, skill development and conducted performance reviews. Ensured quality
and production standards and pursued continuous process improvements that encouraged an active role
from work teams.
• Scheduled and monitored employee attendance and completed appropriate payroll reports.
• Completed shift end reports and other reports and deliverables as required. Coached and counseled
employees and developed subordinates.
• Maintained employee trust/established and provided 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.
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