Summary
Overview
Work History
Education
Skills
Interests
Training
Timeline
Generic

Katherine Woodward

Experienced Manager With A Heart For Hospitality And Outreach
Manchester,NH

Summary

Passionate, purpose-driven professional with over 20 years of management and service experience, pursuing a God-given dream to open a coffee shop that serves as a haven of community, outreach and hope alongside thoughtfully crafted coffee beverages.

Overview

27
27
years of professional experience

Work History

Senior Resolution Specialist

United Healthcare
05.2022 - 05.2025
  • Proven ability to listen for understanding and work diligently to resolve issues
  • Ability to act as a technical expert and share knowledge in a respectful effective way
  • Providing guidance to internal callers on customer issue resolution and/or troubleshooting technical system issues for coworkers
  • Taking escalated calls and researching /resolving escalated issues from customers

Overnight Resident Advisor

Light of Life Ministries-Beacon and Light house
02.2023 - 10.2024
  • Support Women that have experienced substance misuse, homelessness or sexual trauma
  • Document relevant issues that arise
  • Transport women to AA/NA meetings, church and community events
  • Deliver medications to Women as prescribed
  • Documented daily incidents
  • Prayerful support and encouragement
  • Assisted with meal preparation

Broker and Employer Services

United HealthCare
07.2021 - 05.2022
  • Respond to incoming phone and email inquiries regarding eligibility, benefits, claim status/issues, pharmacy and billing
  • Communicate and educate employer groups and brokers on billing info, payment options, invoice due dates
  • Intern with Customer Service Email team to process and track multiple inbound emails on a daily basis

Senior Customer Service Representative

United HealthCare
06.2019 - 07.2021
  • Manage large amounts of inbound calls in a timely and efficient manner
  • Evaluate member claims to ensure appropriate billing
  • Communicate with provider offices and third-party vendors to facilitate prior authorizations and referrals
  • Discuss benefits with members and follow protocols in regards to private health information and HIPAA guidelines
  • Utilize multiple electronic billing and medical retrieval systems as well as knowledge of medical billing to resolve member and provider inquiries
  • Process billing and payments for Employers

District Manager (5-7 stores)

Dunkin Donuts
10.2014 - 04.2019
  • Facilitated Orientations and onboarding for new hires, including E-Verify
  • Recruit, interview, hire and train staff and managers
  • Ensure Weekly Payroll audit is completed, signed and sent to Payroll Representative as well as performing validation of employee/Manager time cards
  • Approve Vendor invoices
  • Handle all guest complaints in a timely and efficient manner via email or phone call
  • Review weekly Inventory counts and discuss variances with Managers
  • Hold weekly manager meetings to discuss goals, performance trends and monthly events

Store Manager

Dunkin Donuts
03.2008 - 10.2014
  • Hired a crew trainer and developed the store into a high quality, high functioning place to enforce impeccable guest service and superior operations
  • Managed weekly payroll processing and employee scheduling to ensure accurate compensation and adequate shift coverage
  • Ordering supplies and Inventory management
  • Executed and maintained in-store promotional materials and signage to drive product visibility
  • Recruited, hired and developed team members to maintain a high-performing and cohesive team

Store Manager

Boston Market
01.1998 - 03.2008
  • Oversaw all aspects of daily store operations, including customer service, team leadership, inventory control, and financial performance

Education

Graduate -

Dolgeville Central High School
Dolgeville, NY

Skills

Microsoft Office Systems

  • Kronos Workforce Hiring systems

  • Kronos Payroll systems

Kronos Workforce Hiring systems

Interests

ROCA Kids Club, Volunteer since, 09/01/21
Embrace Grace Leader (support group for single pregnant Moms), Active since, 10/24/23
Mission trips, Nicaragua-Reap Grenada, DR-Go Missions and Compassion International
Host home for Watoto Church choir based in Uganda, 05/01/25

Training

  • Adult and Pediatric First AID and CPR certified valid through 08/01/25
  • Substance Abuse Training, 03/14/24
  • SAF-T Training, 06/07/24

Timeline

Overnight Resident Advisor

Light of Life Ministries-Beacon and Light house
02.2023 - 10.2024

Senior Resolution Specialist

United Healthcare
05.2022 - 05.2025

Broker and Employer Services

United HealthCare
07.2021 - 05.2022

Senior Customer Service Representative

United HealthCare
06.2019 - 07.2021

District Manager (5-7 stores)

Dunkin Donuts
10.2014 - 04.2019

Store Manager

Dunkin Donuts
03.2008 - 10.2014

Store Manager

Boston Market
01.1998 - 03.2008

Graduate -

Dolgeville Central High School

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Katherine WoodwardExperienced Manager With A Heart For Hospitality And Outreach