Regional Director/AVP Resume
KATHLEEN C. OSTERMAN
Westminister Dr., Northville, MI
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Summary:
Results driven leader with years of operations management experience. Proven track record of success in relationship building, customer service and business development. Unmatched ability to work well with customers and staff on all levels. Effective change agent for failing operations. Strong strategic thinker and team builder. Developed best practices policy and procedural manuals. Extremely flexible professional with “can do” attitude.
Areas of Expertise:
• Process improvement through effective change management
• Exceptional Large and small scale operations management
• Creative Problem Solving
• Strategic planning and implementation
• Customer service oriented
• Improve financial performance
• Staff management, development and team building
• Cultivation of business relationships
• Seamless transfer of skills
Experience:
McKinley Inc. -
Regional Director/Assistant Vice President
Overall operational management and administration of . million sq. ft. of commercial real estate in Michigan Region. Supervise Regional Property Managers and operational staff. Overall Lease administration to include property financial performance, strategic plan development and implementation, negotiations, budgeting, capital improvement, construction and redevelopment, renewals and outstanding client customer service. All staff administration to include performance evaluations and hiring decisions.
• Developed and implemented strategic planning goals and objectives to improve financial performance and exceed NOI.
• Improved customer service with clients, vendors and staff.
• Developed policy and procedural manuals for consistent best practices.
• Improved tenant mix for successful financial and marketing performance of sites.
• Developed strong business relationships with corporations such as Google Inc., Whole Foods, Starbucks Inc., Barnes and Noble Inc. and Panera LLC.
• Improved staff performance and productivity for overall operational success.
McKinley Inc. -
Regional Property Manger, Commercial Operations
Overall management and administration of , sq feet of commercial real estate.
• Successfully managed all construction and redevelopment projects.
• Provided outstanding customer service management and response to customer needs.
• Exceeded NOI for overall portfolio.
• Increased value of real estate through property presentation.
• Successful turn-around of collection and delinquency management.
• Effectively administered capital plans and monitored capital expenditures.
McKinley Inc. -
Assistant Regional Property Manger, Residential Operations
Managed residential sites for a total of , tax credit, market rent, Section and subsidized housing units. Responsible for total site performance including customer service, sales, operations, legal compliance, community relations, marketing and accounting.
• Reorganized and redirected property operations from problem-ridden tenant issues and staff mismanagement to restore balance and revenue growth.
• Successful implementation of capital improvements and redevelopment.
• Increased customer service response to customer needs.
• Achieved successful NOI for overall portfolio.
• Authored the national Residential Policies and Procedural Manual.
• Increased value of real estate through property presentation.
• Successfully reformulated process for collections and delinquency management to improve overall financial performance of portfolio.
American Red Cross, Washtenaw County Chapter
Director, Emergency Services
Managed all disaster planning, preparedness, response and relief efforts for Washtenaw County. Administered Armed Forces Emergency Services communications to members of the United States Military. Implemented and sustain International Social Services programming to facilitate the reunification of individuals separated by war or civil unrest. Overall administration of Community Disaster Education programs.
• Reorganized disaster relief operations from ineffective to extremely robust and community focused.
• Developed dynamic Disaster Action Team program increasing volunteer involvement and community volunteer response.
• Increased chapter standing to State Lead Chapter for Armed Forces Emergency Services.
• Supervised nationally recognized local response to September th terrorist attacks.
• Appointed the Weapons of Mass Destruction and Bio-terrorism leader for all of Southeastern Michigan.
• Authored the Washtenaw County Disaster Response Plan.
Specialized Training:
• University of Wisconsin Executive Education – Construction Management
• ICSC Institute Management II Certification
• ICSC Institute Management I Certification
• Fair Housing Instructor
• IREM ARM Designation
• Disaster Plan Development Workshop
• United States Army, Weapons of Mass Destruction/Bio-Terrorism Training
• American Red Cross, Weapons of Mass Destruction Leadership Training
• Emergency Management, Weapons of Mass Destruction Orientation
• American Red Cross, National Disaster Directors Leadership Training
• American Red Cross, Community Disaster Education Instructor Trainer
• American Red Cross, National Technology Trainer
• Emergency Management, Incident Command Training
• American Red Cross, National Instructor for advanced and intermediate disaster and information technology courses
Awards/Honors:
• / Board of Directors, American Red Cross, Washtenaw County Chapter
• Manager of the Year – McKinley
• Outstanding Service Award - McKinley
• Michigan Armed Forces Emergency Services Award
• American Red Cross Spirit of Partnership Award
Technical:
• Advanced skills in MS Office software programs to include Access database development, statistical analysis and spread sheets.
• American Red Cross, National Software Instructor
• State of Michigan Technology Task Force
Education:
• – Bachelors Degree, Grand Valley State University, Grand Rapids, MI.
