Customer Service Manager

Karen L. Barlow

931-***-**** mobile

*************@*****.***

SUMMARY

Highly efficient, well-organized, and self-motivated professional with excellent verbal and written communication skills. A detail-oriented, creative problem solver and team player capable of managing multiple concurrently running projects. Competencies include process analysis and improvement, computer literacy, staff development, risk identification, and the ability to communicate and collaborate with internal and external stakeholders at all levels. Willing to travel and relocate as necessary. PROFESSIONAL WORK HISTORY

Career Break Aug 2014-present

International travel to Australia, New Zealand, Indonesia, and South Africa. Included 18 weeks of volunteer work in South Africa.

Equity Lifestyle Properties, Inc. (REIT – Real Estate Investment Trust) Nov 2008-July 2014 Internal Auditor Nov 2010-July 2014

Responsible for performing financial and operational property audits across North America, including interviewing property managers and staff to validate compliance with company policies and procedures designed for compliance with regulatory agency guidelines. Sole responsibility for independently auditing 62 properties on the West coast of the US and Canada, as well as properties in the East region when needed due to staffing changes. Conduct inventories of cash, assets, sites, documents, and reports. Reconcile findings with corporate records. Write, rate, and distribute audit reports to property, regional, and corporate management. Participate in the evaluation and writing of audit programs based on field observations of control functions. Conduct fraud investigations as necessary, including filing police reports, providing detailed evidence to police, attorneys, and criminal courts, as well as participating as a witness in depositions and/or hearings. Communicate clearly and professionally with staff and management at all levels and within all areas of the company. Serve on corporate committees as a representative for Internal Audit. Work independently and maintain confidentiality at all times. Travel 60-80%.

Achievement: Discovered over $10,000 in fraudulent activity within four months of working independently.

Resort Manager Nov 2008-Nov 2010

Responsible for overseeing the day-to-day operation of the resort including attracting and serving residents and guests, while ensuring the physical property is maintained and the financial goals are met. Analyze and prepare annual and long-term budgets, monitor income statements and variance reports, identify market trends, and control costs. Adhere to internal audit processes and procedures. Ensure physical operations are maintained to ELS standards by conducting inspections of grounds, buildings, vacant sites, and obtaining bids and contracts for projects. Understand and implement requirements from regulatory agencies and service providers. Hire, train, and coach all property employees. Achievement: Increased one property’s Net Operating Income by $70,000 in the first year. (From -$20k to $50k)

Self-Employed Nov 2005-Nov 2008

Tour Guide and Professional Driver

Tour guide and driver for individuals and small or large groups; local and long distance destinations. City of Spokane, Parks and Recreation Department Sep 2003-Aug 2006 Outdoor Program Trip Leader (full/part time, while pursuing second degree) Responsible for leading participants in recreation activities such as flat water canoeing and kayaking, cycling, whitewater rafting, hiking, and snowshoeing. Volunteer - Ski School, Therapeutic Recreation programs, and Summer Kids’ Program Williams-Sonoma Nov 2001-Jun 2004

Sales Associate/Stockperson (full/part time, while pursuing second degree)

• Sales Associate: Customer service, cashier, preparation of tasting samples.

• Stockperson: Receipt, stocking, and organization of incoming products. Achievement: Catch the Spirit customer service award winner August 2003. PricewaterhouseCoopers Jul 1998-Oct 2000

Implementation Manager, Learning & Education Jun 1999-Oct 2000 Responsible for planning, scheduling, coordination, and evaluation of internal continuing education programs both regionally and nationally. Served as primary West Region contact for industry-specific training for all audit personnel. Coordinated participant registration and acquisition of facilities, materials, and instructors. Managed relationships with other internal departments and external vendors, including - contract negotiations, budget monitoring, training need identification, on-site management, and course design/development issues. Periodically supervised 5 permanent and 8 temporary staff members in various geographic locations.

Achievements: Commended by firm partnership for leading team in logistical implementation of three international high-tech training programs for 450 participants. Received bonus and commendation from firm partnership for leading the coordination of 5,000 employees to successfully complete SEC required computer-based training program.

Note: Laid off due to elimination of position during restructuring after merger between PriceWaterhouse and Coopers & Lybrand.

Recruiting Coordinator, Management Consulting Jul 1998-May 1999 Responsible for coordination of new hire process - screening resumes and candidates, managing relationships with employment agencies and internal hiring departments, coordinating interviews and hiring of IT consulting staff, and data entry of candidate information. Served as a primary resource to department new hires, including communicating policies and procedures. EDUCATION

BA – Recreation Management, Eastern Washington University – Dean’s List three quarters BA - History (Secondary Education), University of Houston-Clear Lake - Dean’s List two semesters

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