Carol S Coley
Columbia,CT
Summary
Have extensive training in Positive Leadership in the past two years with Flourish Consulting Company.
I was on the Board of Education in the town of Columbia from 2003-2007 where I learned skills such as running a meeting, data analyses, working with the public, and I participated in contract negotiations.
Goal-oriented Customer Service Manager with 34 years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding goals.
Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise.
Exceptional skills in dealing with difficult or upset clients.
Strong emotional intelligence
Overview
38
38
years of professional experience
Work History
Client Service and HR Manager
Bolton Veterinary Hospital
Bolton , CT
02.2011 - Current
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Followed through with client requests to resolve problems.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Monitored customer service operations to assess agent performance and provide feedback.
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
- Assisted organization with transitioning from paper invoicing to PSI and later transitioned again to Infinity (both are veterinary software), which resulted in overall efficiency.
- Oversaw legal compliance with federal, state and local laws and regulations in addition to compliance with company policies and procedures.
- Managed employee disputes by employing conflict resolution techniques.
- Advised decision-makers on complex and confidential matters ranging from performance management to employee relations issues.
- Created vision and goals for HR team and motivated staff to achieve excellence in customer support and core HR processes.
- Directed job fairs to bring in local talent for long term and seasonal positions.
- Organized and led staff orientation programs and training to promote collaboration.
- Monitored and handled employee claims involving performance-based and harassment incidents.
- Conducted company-wide town hall meetings to convey updates.
- Enhanced staff knowledge and awareness on drug abuse and prevention programs.
Supervisor
Bolton Veterinary Hospital
Bolton, CT
02.1988 - 02.2011
- Interviewed and hired new employees for all positions in hospital.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained compliance with company policies, objectives and communication goals.
- Introduced team contests and goals to enhance productivity and improve employee morale.
- Performed annual evaluations and reviews for large staff of employees until our hospital stopped using annual review format.
Outpatient Veterinary Technician
Bolton Veterinary Hospital
Bolton, CT
02.1986 - 02.1988
- Greeted pet owners and went over available services, outlined costs and determined special needs of animals under care.
- Assisted veterinarians in office visits for routine, sick pet, and emergency appointments.
- Answered very busy phone lines and assisted clients in their needs such as filling medications, scheduling appointments, triaging and giving advice.
- Answered owner animal health questions and advised on best care practices.
- Carefully clipped nails and trimmed hair around pads and paws, using gentle approach for anxious pets.
- Maintained sanitary conditions and disinfected per hospital protocol
Veterinary Assistant
East Brook Animal Hospital
Storrs, CT
01.1984 - 11.1985
- Cleaned and disinfected exam areas, surgical equipment and kennels to prevent diseases and control odors.
- Positioned animals for diagnostic imaging such as x-rays and scans.
- Recorded symptoms and documented medical observations to inform treatment decisions.
- Answered owner animal health questions and advised on best care practices.
- Cleaned, sterilized and maintained kennels, operating rooms and surgical equipment.
- Assisted veterinarian during immunologic, medical, surgical and diagnostic procedures.
- Collected and prepared specimens and samples for outside laboratory analysis.
- Educated clients on post-surgical care and nutrition.
Education
Bachelor of Science - Renewable Natural Resources
University of Connecticut
Storrs, CT05.1985
High School Diploma -
Masuk High School
Monroe, CT06.1979
Skills
- Policy Enforcement
- Positive and Constructive Feedback
- Customer Relationship Management
- Issue Resolution
- Process Improvement
- Leading Team Meetings
- Handling Escalations
- Employee Coaching and Motivation
- Customer Relations
- Staff Training
- Verbal and Written Communication
- Personnel Training and Development
- Client Needs Assessment
- Employee Performance Reviews
- Negotiation and Conflict Resolution
- Leadership
Additional Information
I am passionate about making a difference in an organization and the world we live in.
I am a strong advocate for positive leadership including seeing each member of an organization's strengths and value and encouraging each person to find their intrinsic motivations to further not only their goals but the goals of the organization as well.
I am a member of the Town of Columbia's Environmental Advisory Committee (12/5/17 - 11/22/21 when all meetings stopped due to Covid)
I am a member of the Board of the Covenant Soup Kitchen which serves the greater Windham community.
While I was a member of the Columbia Board of Education, I also was on the Executive Board for EastConn which served the needs of eastern Connecticut schools and communities.
I am passionate about environmental issues and environmental justice and am a strong advocate of education on these topics.
Timeline
Client Service and HR Manager
Bolton Veterinary Hospital
02.2011 - Current
Supervisor
Bolton Veterinary Hospital
02.1988 - 02.2011
Outpatient Veterinary Technician
Bolton Veterinary Hospital
02.1986 - 02.1988
Veterinary Assistant
East Brook Animal Hospital
01.1984 - 11.1985
Bachelor of Science - Renewable Natural Resources
University of Connecticut
High School Diploma -
Masuk High School
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