Experienced Operations Manager
Resume:
Tricia Osterloh
**********@*****.***
Customer Service Manager
Claims / Problem Resolution / Audits
Process Restructuring /Training & Development
Quality / Dealer Management
Budgets & Cost Control / Analysis
Client Relations & Retention
As an experienced Customer Service Manager, I
balanced the needs of customers and company to
improve satisfaction while eliminating risks.
My proven talent for negotiating win-win solutions
ensures continuing customer loyalty and cost
control to boost the bottom line.
My expertise in client services, communication and
relationship building is the core of my management
practice. These capabilities are the result of
progressively responsible roles in damage assessment,
claims, and organizational direction, as I eliminated
expenses for my company.
-Identified risks and developed mitigation strategies
to cut losses.
-Optimizing customer satisfaction.
-Built relationships across cross-functional teams.
-Developed solutions to create win-win outcomes.
-Managing customers while eliminating losses for
the company.
I earned my BA in Psychology at the University of Miami.
My certificates include Chrysler Technical Training
for Automotive Knowledge and Repair, and Dealership
Management. I have been commended on my ability to
assess business operations for performance constraints
and implementing practical solutions.
Career History
DaimlerChrysler, 1998 to 2009. West Coast Business
Center, Los Angeles, CA.
Legal Liaison, 2008 to 2009. Coordinated communications
between customers and corporate attorneys to ensure that
fair and equitable settlements were reached with customers
who have pursued litigation. Represented Chrysler's
interests in court proceedings and legal diligence.
Customer Service/Warranty Administration Manager, 2007 to
2008. Ensured proper technician training, quality, repairs
and claims analysis. Supervised regional technical advisors,
district managers and customer relations managers.
Coordinated annual conference for over 300 attendees.
Managed team of 40 and budgets of $250K.
Customer Relations Manager, 2005 to 2007. Supervised and
trained district managers and legal staff to enhance
customer satisfaction and retention, and reduce costs.
Interfaced with state agencies and attorneys regarding
lemon law claims in eight Western States. Planned annual
conference. Managed staff of 36 and budget of $200K.
Earlier: District Manager and Senior Staff Agent at Customer
Assistance Center for Chrysler.
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