Carol Wood
Gardiner,New York
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
30
30
years of professional experience
Work History
Customer Service Representative
Kimlin Propane
Gardiner, NY
04.2025 - 02.2026
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Processed service requests efficiently, ensuring timely responses to customer needs.
- Maintained accurate customer records using CRM software for streamlined operations.
- Collaborated with team members to improve service delivery and enhance customer satisfaction.
Office Specialist in Highland, and Ellenville Behavioral Health Centers
FAMILY SERVICES, INC., HIGHLAND AND ELLENVILLE, NY
Highland and Ellenville, NY
07.2024 - 03.2025
- Manage schedules of one doctor, two nurse practitioners, and one nurse for psychiatric services as well as five social workers and mental health counselors to provide therapy services between three clinics virtually as well as on-site
- Collaborate with the intake and billing departments as well as the operations and leadership teams to develop updated policies regarding client and staff safety, and advocacy for staff, and taking on other projects through sub-committees such as agency events, morale, and external consulting meetings with MTM to institute an open access intake system and create a more efficient EMR system
- Communicates with supervisor to ensures the twoUlster County Behavioral Health Centers are fully staffed, functional, supplied, and made as accessible as possible to meet the needs of a diverse client base
- Assisted in streamlining office operations to ensure administrative staff can complete tasks and client interactions effectively, and efficiently, and have the proper resources and channels to do so
- Ensure that clinics are meeting productivity and responsibilities are shared both equally and equitably between front office staff members
- Collaborating regularly with other office managers and providing site and front desk coverage as needed
- Actively enrolled in professional development training including Delegation, Ethical Leadership, Mental Health First Aid, Trauma Informed Care for Non-Clinical Staff, Annual Compliance and HIPAA, Ethics and Corporate Compliance, Behavioral Health Policy and Procedure, Incident Management and Reporting, Retention, Re-engagement
Office Specialist Poughkeepsie Behavioral Health
FAMILY SERVICES, INC., POUGHKEEPSIE, NY
Poughkeepsie, NY
02.2023 - 07.2024
- Greet clients and visitors, schedule client appointments, answer and route calls, and collect fees from clients.
- Initiate intake appointments and medical records requests
- Ensure records are properly uploaded into the EMR system and the office is HIPAA Compliant
Special Needs Care Advisor
UNITED HEALTHCARE, KINGSTON, NY
Kingston, NY
11.2017 - 11.2021
- Responded to incoming calls from members to provide clear explanations of insurance benefits and coverage options.
- Collaborates with internal teams to resolve denied claims, address concerns about new medications, and ensure timely approval of procedures.
- Maintained accurate, detailed records of all calls and member interactions to ensure proper documentation and compliance
- Conducted follow-up calls to members to resolve ongoing issues, ensuring concerns were addressed quickly, effectively, and efficiently.
- Conducted follow-up calls to members to resolve ongoing issues, ensuring concerns were addressed quickly, effectively, and efficiently.
- Provided support to members in navigating complex, and healthcare needs, fostering positive relationships and ensuring a high level of customer satisfaction.
- Assisted members in understanding and utilizing their benefits, guiding them through healthcare decisions to improve their overall well-being.
Shift Supervisor
QUICKCHEK, NEWBURGH, NY
Newburgh, NY
03.2015 - 11.2017
- Coordinated gasoline deliveries, ensuring timely and accurate duel deliveries to the station.
- Supervised daily store operations, including managing shift staff, ensuring smooth operations, and providing exceptional customer service.
- Counted, verified, and deposited cash registers at the end of shifts, ensuring accuracy in financial transactions and proper cash handling procedures.
- Checked in inventory deliveries, verified product quality and quantity, and ensured all items were stocked appropriately on shelves and in storage areas.
- Managed inventory levels and collaborated with vendors to reorder products as necessary to maintain stock availability.
- Trained and supervised staff on store policies, produces, and safety protocols, ensuring compliance with operational standards.
- Monitored employee performance, providing guidance and support to optimize customer service and operational efficiency.
- Ensured compliance with local, state, and federal regulations, including safety protocols and health standards in food preparation areas.
Branch Manager
MERRY MAIDS, WAPPINGERS FALLS, NY
Wappingers Falls, NY
01.1996 - 12.2003
- Managed day to day operations of the branch, ensuring efficient service delivery and maintaining high standards of customer satisfaction.
- Recruited, hired, onboarded and trained new staff, ensuring a strong, skilled team that adhered to company policies and provided exceptional service.
- Developed and maintained staff schedules, ensuring adequate coverage and balancing workloads to optimize productivity.
- Processed and reviewed payroll on a weekly basis, ensuring accuracy and timely payment for all staff members.
- Conducted regular one on one supervisory meetings with all subordinate staff, providing performance feedback, coaching and support to foster professional development
- Placed weekly inventory orders, maintaining stock levels, and ensuring the timely availability of cleaning supplies and equipment.
- Implemented and enforced company policies and procedures to ensure consistency and compliance with industry regulations.
- Monitored staff performance and ensured all team members followed safety, quality, and customer service standards.
- Maintained effective communication with clients to ensure satisfaction, address concerns, and resolve issues promptly.
Education
Certificate of Branch Management Excellence -
Merry Maids
Wappingers Falls, NY01-2000
General Education Development - English, Social Studies, Science and Math
McDowell Education Center
Columbus, IN09-1996
Skills
- Microsoft Office Suite
- High Volume Customer Phone Line Management
- Customer Support and Service
- EMR Systems
- Management and Supervisory
- Human Resources
- Onboarding
- Training
- Hiring
- Administrative Support
- POS Systems
- Interpersonal Communication
- Strong Work Ethic
- Organized
- Delegation
- Hiring Manager
- Branch Manager
- Billing
- Invoices
- Vendor Management
- On Site Repairs
- Strategic Planning
Timeline
Customer Service Representative
Kimlin Propane
04.2025 - 02.2026
Office Specialist in Highland, and Ellenville Behavioral Health Centers
FAMILY SERVICES, INC., HIGHLAND AND ELLENVILLE, NY
07.2024 - 03.2025
Office Specialist Poughkeepsie Behavioral Health
FAMILY SERVICES, INC., POUGHKEEPSIE, NY
02.2023 - 07.2024
Special Needs Care Advisor
UNITED HEALTHCARE, KINGSTON, NY
11.2017 - 11.2021
Shift Supervisor
QUICKCHEK, NEWBURGH, NY
03.2015 - 11.2017
Branch Manager
MERRY MAIDS, WAPPINGERS FALLS, NY
01.1996 - 12.2003
General Education Development - English, Social Studies, Science and Math
McDowell Education Center
Certificate of Branch Management Excellence -
Merry Maids