SUMMARY OF QUALIFICATIONS
- Strong counseling and mentoring ability with high
risk employees
- Possess over 12 years of investigating and resolving
employee complaints
- Ability to partner with management to help
resolve disciplinary concerns
- Facilitator for complex issues requiring
solutions that cross various areas such as absenteeism, cost performance,
production, and working conditions
- Highly skilled in contract interpretation,
union/management relations, Interest Based Bargaining (at all levels), conflict
mediation/resolution, and company policies /procedures
- Analytical with a strong ability to analyze,
correct and respond to various customer concerns related to billing issues
- Comprehensive background in developing, evaluating
and implementing strategies directed at improving customer satisfaction
- Proficient with Human Resource Information System
(e.g. PeopleSoft and System Application Program)
- Excellent communication skills
- Skilled in multi-tasking, motivating and leading
diverse teams
- Possess over 12 years of benefits administration
to include the Family Medical Leave Act, Comprehensive Time Off, Long Term
Disability, and Extended Disability
- Leader and expert in union/management relations
at DTE Energy
EXPERIENCE
DTE Energy, Detroit, Michigan 1997 – Present
Customer Care Business Consultant – Commercial/Business Department
- Responded, analyzed and corrected various billing inquiries for
both residential and commercial customers
- Investigated billing
concerns
- Developed, implemented and evaluated strategies directed at
satisfying customer needs, increasing satisfaction and building customer
loyalty
DTE Energy, Detroit, Michigan 1998 - 2011
Vice Chairperson of the Office, Professional and Technical Division
- Gathered
necessary documentation and analysis needed for contract negotiations
- Performed
formal investigations for employee complaints and corrective measures regarding
employees
- Gathered
and assembled data relating to key performance measurements, overtime guidelines
and employee evaluations
- Served
as the lead delegate for fact finding meetings as well as 3rd Step
Appeal Hearings
- Assisted
in establishing a new attendance policy to address absenteeism within the call
center
- Partnered
with various organizations (e.g. Disability Case Management, Labor Relations,
and Management to improve company policies and procedures
First of America Bank, Royal Oak, Michigan 1993 – 1997
Operations Clerk III – Operations Department
- Balanced
reports daily including all of Southeast Michigan checking and savings accounts
while making on-line decisions to review, correct or return rejected items
Proof Operator – Proof Department
- Ran an NCR proof machine and balanced daily while correcting teller and customer
errors
Michigan National Bank, Southfield, Michigan 1989 - 1992
Teller – Branch Office
- Balanced
and ran both the teller and commercial windows daily
- Answered
phones, filed, and completed the corporate purchasing for the branch
Proof Operator – Proof Department
- Ran an NCR Burroughs proof machine and balanced daily while correcting teller and
customer errors
EDUCATION
- Bachelors of Science in Business Administration, Human Resources/Labor Relations, Wayne State University, Detroit Michigan
TRAINING/PROFESSIONAL DEVELOPMENT
- Accredited Union Counselor from the Michigan
State AFL-CIO Community Services Committee
- Learning and Leading Training
- Wayne State Labor School Graduate
- Continuous Improvement Learning Workshops (CILW)
MILITARY EXPERIENCE
- Veteran of the United States Navy
VOLUNTEER EXPERIENCE
- United Way Coordinator from 2000 until 2003
- Ronald McDonald House, Detroit Michigan –
Assisted in obtaining donations of toiletry and food items for the house
- Annual participant in the Adopt-a-Family program
with Volunteers of America
REFERENCES FURNISHED UPON REQUEST