Brenda Kuechle
Richmond
Summary
Compassionate and dedicated care professional with hands-on experience providing ADL assistance, therapeutic support, vital sign monitoring, and patient safety in long-term care, mental health, and hospital settings. Seeking a Direct Care or Resident Assistant role where I can utilize my strong communication skills, documentation accuracy, and commitment to high-quality resident-centered care.
Overview
28
28
years of professional experience
Work History
Health Program Rep- Credentialer
Minnesota Department of Health
04.2023 - Current
- Streamlined processes in a fast-paced call center environment, consistently meeting performance metrics and delivering accurate responses to customer inquiries.
- Oversaw compliance with state and federal licensing and certification regulations to uphold public health and safety standards. Managed implementation of policies and procedures for eligibility assessments.
- Provided prompt, courteous, and accurate customer service to diverse clientele, including high-level professionals and interdepartmental colleagues, through phone, in-person, email, and written correspondence.
- Assisted in administrative tasks utilizing Microsoft Office Suite. Created and formatted documents using MS Word. Collected and entered data while performing basic analysis with MS Excel. Prepared presentations and visual materials with MS PowerPoint.
- Achieved high data entry accuracy through rapid and precise information input. Enhanced data management by effectively interpreting source documents and entering data into databases. Improved data quality by meticulously compiling, sorting, and verifying information before entry.
- Proficient in database management, including creating, updating, entering, and retrieving data across various systems. Experienced with platforms such as Tableau, Paradise, Aspen, Perceptive Content, Test Master Universe (TMU), and the online Minnesota Nurse Aide Registry system.
- Demonstrated ability to work independently and within a strong work ethic and positive attendance record.
Office and Administrative Specialist Senior
Minnesota Department of Health
07.2022 - 09.2023
- Utilized exceptional communication and customer service abilities to deliver prompt, courteous, and accurate information while interpreting and explaining materials to stakeholders.
- Executed accurate documentation of official materials, including online FAQs and meeting minutes, to support organizational communication and compliance.
- Developed structured documentation of quarterly data to enhance accessibility and understanding for stakeholders.
- Managed logistics for collaborative meetings, including breakout session organization, material preparation, and attendance tracking from a virtual setting.
- Managed access to GovDelivery and posted presentations on YouTube and official government websites to promote nurse aide training and testing initiatives.
Customer Service Rep Intermediater
Minnesota Department of Human Services
02.2022 - 07.2022
- Oversaw high-volume, deadline-driven call center operations, ensuring accuracy and adherence to performance standards.
- Streamlined online help request ticket processing within CRM system, implementing priority triage while maintaining a first-come, first-served service standard.
- Supported human services leadership by managing administrative tasks and executing additional projects.
- Facilitated training and onboarding of new staff, ensuring adherence to customer service agency policies and best practices.
- Facilitated team-building exercises to enhance collaboration during dynamic policy and regulatory changes.
- Developed and managed daily task schedules aligned with team members' skills and expertise.
COVID-19 Case Investigator and Contact Tracer
Minnesota Department of Health
10.2020 - 09.2021
- Handled high volumes of inbound/outbound calls using a multi-line phone systems including Amazon Connect and other telephony systems, ensuring minimal hold times and delivering accurate, empathetic service.
- Conducted detailed interviews using standardized protocols, applying effective questioning, active listening, and documentation skills to gather critical case data.
- Entered and verified case information with high accuracy, maintaining data integrity within platforms like MEDSS, Q Compass, and other MDH databases.
- Provided public health guidance on isolation, quarantine, and employment protections, offering tailored support and education to individuals impacted by COVID-19.
- Communicated with confirmed cases and contacts across various channels (phone, email, text) to ensure follow-through on public health recommendations.
- Maintained compliance with MDH and Rose International protocols, contributing to the statewide COVID-19 response through consistent, policy-aligned outreach.
- Proficient in systems including Microsoft Office Suite, MEDSS, SharePoint, IEX, Homebase, Optum, and Slack.
Nursing Assistant
St. John's Abbey Retirement Center
06.2019 - 11.2020
- Provided personalized care to Benedictine monks, ensuring privacy and honoring the contemplative essence of monastic life.
- Oversaw and supported individuals in performing activities of daily living (ADLs) to enhance personal independence and well-being.
- Tracked and logged temperature, blood pressure, and blood glucose levels, alerting healthcare staff to any significant variations.
- Coordinated efforts with off-site hospice providers to deliver compassionate and seamless end-of-life care.
- Assisted residents in maintaining their Catholic faith by organizing and providing access to relevant religious services.
- Facilitated communication of patient needs and updates to nursing and interdisciplinary teams.
Server Trainer
Grizzly's Wood Fired Grill
08.2016 - 09.2018
- Provided professional, upbeat customer service to patrons in both restaurant and lounge settings, ensuring an exceptional dining experience.
- Trained new servers, communicated achievements and performance concerns to management, and acted as a liaison between front-of-house staff and leadership.
- Promoted a team-oriented atmosphere by fostering collaboration among front-of-house, back-of-house, and management teams.
- Maintained strong communication with guests and staff to reduce waste, control costs, and support efficient operations.
- Entrusted with opening and closing responsibilities, ensuring smooth transitions and adherence to high operational standards.
- Selected to serve elite clientele and large parties, recognized for flexibility, attention to detail, and professionalism under pressure.
General Manager
The Great Blue Heron Supperclub
01.2013 - 02.2018
- Oversaw daily restaurant operations, leading team performance, customer satisfaction, and financial integrity.
- Delegated sections, events, and reservations to staff for upcoming shifts, ensuring smooth workflow and effective coordination.
- Monitored shift flow, staff productivity, and guest satisfaction to maintain a hospitable, safe, and efficient environment.
- Resolved customer and staff concerns promptly, serving as the primary communication liaison between staff and ownership.
- Mentored team members on performance and attendance, fostering a positive, high-performing workplace culture.
- Managed financial reporting, including lottery transactions and surplus fund storage, ensuring secure and accurate handling.
- Accounting/Math skills sufficient to calculate, review and reconcile financial data and balance accounts, and prepare and process financial documents/transactions.
- Opened and closed the restaurant daily, overseeing equipment readiness and overall facility safety.
Therapeutic Recreation Assistant
Assumption Campus
07.2011 - 01.2013
- Assisted residents with therapeutic recreation, leisure, and spiritual activities, both in group settings and independently, to enhance their quality of life.
- Conducted therapeutic recreation assessments quarterly, annually, during admission and discharge, and after significant changes in residents’ health status.
- Collaborated with community resources and communicated with family members to address residents’ requests or concerns in an effective and timely manner.
- Represented the Therapeutic Recreation Department in weekly care conferences, involving family members, guardians, and other departments to discuss residents’ psychological, social, and activity statuses.
- Managed time efficiently to lead or assist with scheduled group activities, attend outings, conduct one-on-one visits with residents, and perform therapeutic recreation assessments for a large portion of the nursing home population.
- Maintained detailed records documenting patient treatment plans, progress updates, adjustments in care, goal achievements, and overall outcomes to ensure high-quality care delivery.
General Manager
Stanley's Family Restaurant
06.1998 - 03.2009
- Led front- and back-of-house operations, ensuring exceptional service, team efficiency, and sound financial practices.
- Greeted and seated guests strategically to balance server workload and maximize service quality.
- Delegated tasks based on shift flow and team strengths, using clear verbal and written communication.
- Provided hands-on support across departments—kitchen, server, host, and dishwashing—to ensure smooth operations.
- Monitored labor costs in real time against shift income, adjusting staffing levels to maintain profitability without compromising service.
- Accounting/Math skills sufficient to calculate, review and reconcile financial data and balance accounts, and prepare and process financial documents/transactions.
- Verified server banks, secured cash deposits, and upheld financial procedures at the end of each shift.
- Addressed staff misconduct or performance issues promptly, taking corrective action or administering terminations as necessary.
Mental Health Associate
St. Cloud Hospital Adult Mental Health Unit
08.2005 - 10.2006
- Supported patients in an inpatient behavioral health setting through compassionate care, safety monitoring, and therapeutic engagement.
- Monitored patient behavior and condition changes, documenting observations and treatment progress accurately.
- Utilized therapeutic communication techniques to build trust and support patients in symptom and behavior management.
- Responded to crises using de-escalation strategies to maintain safety and prevent escalation.
- Collaborated with multidisciplinary teams to implement and adjust individualized care plans.
- Supported group therapy sessions, encouraging patient engagement in therapeutic activities.
Patient Care Assistant
St. Cloud Hospital- Intensive Care Unit
05.2005 - 08.2006
- Provided compassionate, high-quality support to critically ill patients in a fast-paced intensive care setting.
- Assisted ICU patients with activities of daily living (ADLs), including bathing, dressing, grooming, feeding, toileting, and mobility, while ensuring patient comfort and dignity.
- Measured and documented vital signs (BP, HR, RR, temperature, SpO2), promptly alerting clinical staff to significant changes.
- Monitored patients for changes in physical and mental condition, accurately documenting observations and concerns.
- Responded to emergencies by delivering basic life support and assisting during code blue events under RN supervision.
- Collaborated with the interdisciplinary care team, including RNs, physicians, and respiratory therapists, to provide comprehensive patient care.
Education
Bachelor of Science Nursing
St. Cloud State University
St. Cloud, MN05.2014
Addiction Counseling BS
St. Cloud State University
St. Cloud, MN05.2014
PSEO - General Education
Anoka Ramsey Community College
Cambridge, MN05.2002
High School Diploma - undefined
Kimball Area High School
Kimball, MN01.2002
Skills
- Activities of Daily Living (ADLs)
- Vital Signs Monitoring (BP, HR, RR, Temp, SpO2, Glucose)
- Safety and Emergency Response
- Patient Safety & Fall Prevention
- Behavioral Health & Dementia Support
- Accurate Charting & Documentation
- Therapeutic Communication
- De-escalation Techniques
- End-of-Life & Hospice Support
- Team Collaboration & Communication
- Time Management & Prioritization
- Compassionate, Resident-Centered Care
- Confidentiality & HIPAA Compliance
- Supervisory experience
- Program management
Timeline
Health Program Rep- Credentialer
Minnesota Department of Health
04.2023 - Current
Office and Administrative Specialist Senior
Minnesota Department of Health
07.2022 - 09.2023
Customer Service Rep Intermediater
Minnesota Department of Human Services
02.2022 - 07.2022
COVID-19 Case Investigator and Contact Tracer
Minnesota Department of Health
10.2020 - 09.2021
Nursing Assistant
St. John's Abbey Retirement Center
06.2019 - 11.2020
Server Trainer
Grizzly's Wood Fired Grill
08.2016 - 09.2018
General Manager
The Great Blue Heron Supperclub
01.2013 - 02.2018
Therapeutic Recreation Assistant
Assumption Campus
07.2011 - 01.2013
Mental Health Associate
St. Cloud Hospital Adult Mental Health Unit
08.2005 - 10.2006
Patient Care Assistant
St. Cloud Hospital- Intensive Care Unit
05.2005 - 08.2006
General Manager
Stanley's Family Restaurant
06.1998 - 03.2009
PSEO - General Education
Anoka Ramsey Community College
High School Diploma - undefined
Kimball Area High School
Bachelor of Science Nursing
St. Cloud State University
Addiction Counseling BS
St. Cloud State University