Versatile Leader in Sales, Service & PM
Resume:
Karen Wills
Elkhart, IN *****
********@*****.***
Professional Summary
Driven and ambitious contributor looking to bring my variety of extensive professional experience, keen eye for process improvement, and zest for life to a collaborative and challenging environment. Willing to relocate to: Elkhart, IN - South Bend, IN Work Experience
Customer Success Manager
Evergreen Grease Enterprises-Elkhart, IN
October 2025 to Present
• Ensure customer success in every interaction
• Upsell
• Train and manage team in company policies and procedures
• Utilize CRM to document every interaction
• Work with logistics scheduler to ensure delivery of services
• Create and implement standard operating procedures in keeping with company mission and values Warranty Administrator
Bison Trailer LLC-Milford, IN
April 2025 to September 2025
• Processed warranty claims and returns from customers, ensuring accuracy and timely resolution
• Maintained detailed records of warranty claims, including product information, customer details, and claim status
• Collaborated with suppliers and manufacturers to obtain necessary documentation for warranty claims
• Investigated and resolved customer inquiries regarding warranty coverage, product defects, or return procedures
• Managed the filing system for warranty documents to ensure easy retrieval when needed
• Assisted in the development of standardized procedures for handling warranty claims and returns
• Worked closely with the sales team to provide accurate information on warranties during the sales process
• Provided excellent customer service by addressing concerns or issues related to warranties in a professional manner
• Performed regular audits of warranty processes to identify areas for improvement and implement corrective actions
• Coordinated with shipping carriers to arrange return shipments of defective products as per company policies
• Ensured compliance with company policies and industry regulations while processing warranty claims
• Collaborated with cross-functional teams such as quality control, production, and customer support departments to resolve complex warranty issues
• Generated reports on key performance indicators (KPIs) related to warranties such as claim turnaround time or rejection rates
• Trained new employees on the proper procedures for handling warranty claims and returns
• Implemented an electronic database system for tracking warranty claims, resulting in improved efficiency and reduced paperwork
• Served as a point of contact between customers and manufacturers/suppliers during the resolution process of complicated cases
Staffing Manager
White Pine Services-Elkhart, IN
January 2024 to April 2025
• Recruiting; Screening and Interviewing all applicants
• Hiring
• Orientation
• Employee Development
• Employee Counseling
• Policy and Procedure Development and implementation
• Terminations
• Federal and State Documentation
• FMLA
• Benefits
• Unemployment
• Customer Liasion
• Business to Business Sales
• Office Management
• Trouble Shooting
• Vendor Relations
Sales and Administration
Temporary Staffing Agency Roles-Indiana
November 2022 to December 2023
• Relying on my ability to adapt and learn quickly, I covered various temporary sales, technical support, and administration roles providing exemplary customer service and support while continuing to seek a full time, permanent opportunity.
Sales Administrator and Dealer Support Specialist
American Cargo Group-Elkhart, IN
May 2021 to October 2022
(Non-performance related RIF)
● In my time at ACG, I was promoted twice from my original title of Dealer Support Specialist. I was promoted to a Shipping
Manager and then to the Sales Administrator role.
● I improved the dispatch process resulting in a 40% increase to the finished goods delivery.
● Trained new employees upon hire.
● Streamlined the finished goods tracking process utilizing Excel spreadsheets to ensure quicker turnaround and accountability for all territory sales managers.
● Provided top tier customer service.
Claims Manager
Wav Express-Goshen, IN
November 2020 to April 2021
● Research any claim imitated by customers and mitigate loss.
● Walk drivers through emergency repairs and needs.
● Provide customer service to ensure driver retention.
● Create invoices where necessary to charge back losses to corresponding companies when possible.
● Ensure the sale of salvage units.
● Determine when a unit must be totaled.
Office Manager
Mike’s Fencing-Nappanee, IN
April 2020 to November 2020
● Sales and Customer Service
● Accounts Receivables/ Accounts Payables and utilization of QuickBooks
● Human Resources: writing job descriptions, posting open positions, developing policies and procedures and creating an employee handbook
Community Manager
UMH Properties-Elkhart, IN
January 2013 to December 2019
● Accounts payable and Receivable
● Purchasing of all equipment and homes utilizing Best Buy procedures
● Developed great customer service skills to improve community while enhancing quality of life for those we served, all while increasing profit
● Negotiated homes prices and vendor services as needed to ensure stewardship of company resources
● Human Resources Skills: recruit and maintain staffing as needed, often for multiple locations, counsel staff when necessary, track employee hours worked, including vacation and sick time, entering bi-weekly into Paylocity system
● Taught managers to develop their community and resident relations through consistent approach to daily challenges using measurable goals
● From August 2016-August 2019, directly managed and oversaw staff with developmental and/or cognitive delay
● Evaluate rental homes, owned homes, property infrastructure to provide suggestions and implement changes to upgrade communities to proper standards.
● Increased sales and rentals; Profit of $1,055175 for 2018 (six communities)
● Increased year to date profit from 2017 to 2018 by $974,289 (six properties)
● Creation of reports for tracking community progress to Corporate
● Create and implement sales and marketing strategies for demographics within each property.
● Taught managers to maintain and increase occupancy through rentals and sales of new and pre-owned homes.
● Monitor leasing and community standards compliance.
● Evaluate communities for Capital Expenditure and help managers prioritize need versus desire
● Achieved occupancy of 96% of 236-lot community at Highland, and 87% at Broadmore, a 323 site community
● Maintain NOI% budget to under 36% as manager for these two communities
● IMHA Fair Housing Certification
Executive Director
Michiana Benevolent Society-Bremen, IN
January 2004 to December 2013
● Began a Fund Development Program to honor donors and to instill greater giving
● Created a home-like, ADA Compliant atmosphere for a 31 unit senior apartment complex with centralized dining and senior services
● Assessed the abilities and needs of the in-coming tenant to ensure capability for independent living, following HUD guidelines
● Earned the title of #1 Retirement Community in Marshall County for two years in a row
● Formed approved lease options, facility tenant rules, guidelines, etc.
● Worked with area Council on Aging and Adult Protective Services to ensure the needs of each tenant were met, prolonging the ability to live independently through the utilization of area services
● Established a working relationship with the town of Bremen and its constituents
● Developed a working relationship with our founding churches and 17 Board Members
● Formulated a fund-developing plan for an effective annual campaign
● Roofed and Remodeled Facility through contracted and in house services
● Fashioned policies and procedures for both tenants and staff
● Developed job descriptions, established benefits, created appropriate analysis for accountability
● Marketed facility utilizing all media coverage, increased occupancy from 68% to 100% Education
Activity Director Certification
Owens Technical College
Diploma
Fairview High School-Sherwood, OH
Southwestern Michigan College
Skills
• Administrative experience
• Portfolio management
• Attention to detail
• Property management company experience
• Software troubleshooting
• Property management
• Lease abstracting
• Typing
• Clerical experience
• Driving
• Data entry
• Public health
• Order entry
• Project management
• Growth marketing strategy
• Acquisition strategy
• QuickBooks
• Research
• Freight
• Human resources management
• Efficiency improvement
• Problem-solving
• FMLA
• Organizational skills
• Inventory records
• Sourcing
• Profit & loss
• Expense management
• Sales administration
• Marketing
• Product demos
• Business development
• Management
• Remote access software
• Google Workspace
• HR compliance
• Section 8
• Fair Housing regulations
• Sales
• HR Sourcing
• Microsoft Excel
• Client services
• Employee Orientation
• Office (as sales environment)
• Production planning
• Microsoft Office
• Warranty issues management
• Technical support
• HRIS
• Go-to-market strategy
• Customer relationship management
• Dispatching
• Property management tools
• Teamwork
• Operations management
• Manufacturing
• Customer retention
• Workflow management (operations management method)
• Paid time off management
• Policy & process development
• Operational management
• Staff training
• Sales lead qualification
• Change management
• Cold calling
• Blueprint reading
• Professional networking
• Employment law
• Contracts
• CRM system proficiency
• Customer service
• ERP systems
• Paylocity
• Human resources
• Recruiting
• Procurement
• Workers' Compensation
• Expense reports
• Computer operation
• Payroll management
• Territory sales
• Property maintenance
• Stakeholder management
• Presentation creation
• Field sales
• Closing sales
• Remodeling
• Interviewing
• Time management
• Process improvement
• Writing skills
• Accounts payable
• Communication skills
• Accounts receivable
• Microsoft Windows
• Property leasing
• Procurement specialist experience
• SAP
• Financial forecasting
• ADP
• Data entry in Excel
• Full cycle recruiting
• Client relationship development
• Analysis skills
• Content marketing strategy
• Mechanical troubleshooting
• Negotiation
Certifications and Licenses
Senior Professional in Human Resources
Faith Based Leadership Diakonal Minister
Driver's License
Fair Housing Certification
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