About Customer Traac
Since we opened our doors more than 30 years ago, we have helped hundreds of dealerships across the country improve performance and profitability. Using industry-leading telecommunications technology, Customer Traac excels in providing complete coverage of your inbound phone traffic. Professional, friendly agents offer the highest level of customer service for your guests, while scheduling appointments to maximize your shop loading and efficiency of operations. Customer Traac also offers an array of outbound call campaign services to enhance your customer contact opportunities.
Meet the Customer Traac Team
Michael Stern – President
Michael has been involved in the customer service industry since 1985 and has been the owner of Customer Traac since 2010. Following the acquisition, Michael’s primary focus has been to invest in technology and upgrade systems to allow for improved services and growth. Under Michael’s leadership, Customer Traac has become an industry leader in call quality, reporting and customer service.
Dodie Armstrong – Vice President – Sales & Operations
Dodie joined the Customer Traac team in 2016 holding a key leadership role as Director of Operations. Dodie has over 25 years of leadership experience with multi-service providers and fortune 500 companies. Before joining Customer Traac, Dodie served as Managing BDC Director and Customer Experience Director for a large automotive group, where she designed and built a top talent Sales & Service BDC. Dodie has also held a variety of senior leadership roles in Sales, Quality Assurance and Call Center Operations. Her industry leadership and experience ensures you are getting the most from the array of BDC services Customer Traac has to offer.
Bill Kelley – National Sales Manager
Bill brings 30+ years of sales and marketing experience to Customer Traac with most of those years immersed in the automotive industry. Some of that time was spent inside a dealership and the balance was spent consulting to them. Bill understands the bell to bell life and is uniquely skilled in working with dealership executives to identify pain points and develop strategies to solve them. With Customer Traac’s 25-year history of partnering with dealerships to solve the critical issues surrounding the phones, Bill is a critical resource for maximizing current revenue opportunities coming into your store already and also generating previously untapped revenue streams. You will not be better served.
Andrea Oelschlager – Sales Assistant
Andrea has been with Customer Traac since 2000. She has held several positions over the years, most recently as an account manager. Andrea’s vast knowledge, and skills, match our customers with services that will enhance their business.
Jared Chmelik – Operations Manager
Jared began his career at Customer Traac in 2013 as a customer service representative. After moving through positions as Trainer and Supervisor, and most recently, our Eau Claire Contact Center Manager, Jared brings many years of customer service experience and several years of management experience to the table. Jared excels at analytics, managing KPI’s, scheduling and our day-to-day operations. Jared holds his team to a high standard to ensure customer and client satisfaction.
Nicole Foster – Assistant Call Center Manager- Eau Claire, WI
Nicole has been with Customer Traac since 2013 and was one of the original agents hired for the Eau Claire location. Through hard work and dedication, Nicole moved into a Supervisor position within her first year with the company. Nicole strives to give 110% every day and to motivate her teams to do the same. With over 10 years of customer service experience, passion, drive, and strong leadership skills, Nicole continues to be a key factor in leading our teams to greatness!
Lindsay Hendrickson – Assistant Call Center Manager- Roseville, MN
Lindsay joined the Customer Traac in 2017 as a working college student, and a shining reservation specialists with charisma and exceptional customer service and communication skills. Lindsay was quickly identified as having superior management skills as she began working with our agents and supervising our Roseville, MN operations. Each day Lindsay ensures our processes and staff are well-organized and productive. She thrives to create a results-driven, happy, fun work environment.
Michael Tvaruzka – BDC Manager- Fixed Operations
Michael came to Customer Traac in 2016 as a customer service representative, and has since risen to managing service and sales outbound call campaign projects. Michael comes from a background of education and teaching, with additional years of experience in research and analysis as well as contract management, allowing him to quickly identify clients’ needs and, in turn, train our outbound agents to be able to deliver top customer service on behalf of our clients.
Customer Traac employs a talented group of nearly one hundred full-and part-time agents. Our agents, trained with industry-leading telecommunications technology, greet your customers with friendly professionalism, ensure that your service department is scheduled efficiently, and that your service advisors are provided all the information they need when your customer arrives in your service drive.
Lynn Engebretsen – Client Service Manager
Lynn has been a part of the Customer Traac team since 2002. Her background includes telemarketing; call center management and implementation specialists, including customer satisfaction index and sales calls. As the leader of our client service and help desk team, Lynn plays a key role in working on continual needs assessment and identifying key strategies to ensure efficiency and ongoing profitability for our clients. Lynn takes pride in her team’s ability to provide our clients with prompt responses, resolutions and exceptional customer service.
Natasha Smith – Senior Account Manager
Natasha has been with Customer Traac since 2004 and comes to us with a strong background in customer service management. As an account manager, Natasha responds to all of our clients’ needs, including set-up of inbound call coverage, set-up and implementation of outbound campaigns, and being at the ready to support customers any time a question arises.
Beth Billian – Quality Assurance Manager
Beth manages a team of quality assurance analysts to monitor and evaluate inbound and outbound phone interactions, using a detailed set of pre-defined quality standards. She works with our call center management teams to define quality metrics, calibrate, and provide feedback to improve performance and reports on current trends. Beth has a strong work ethic and pays close attention to detail. Her work helps to provide valuable feedback and data to ensure that your customers receive the best possible call experience.
Kurt Carlson – IT Support Manager
Kurt started his career with Customer Traac in 2013. Growing with the company, he has learned the contact center business from the inside through his many roles including customer service representative, outbound project manager, and supervisor. Now the acting IT Support Manager, Kurt couples his insider experience with his technical capacity to troubleshoot day-to-day IT concerns while innovating solutions for the future. Driven by a strong work ethic, Kurt focuses on making the technical aspects of the contact center business seamless, so the rest of the team can focus on what they do best – outstanding customer service!
Customer Traac: Your Automotive BDC
Customer Traac was made for taking auto dealerships call management systems to the next level. Give this video a watch to learn exactly how we can make your dealerships call management system perform even better.