Summary
Overview
Work History
Education
Skills
Timeline
Generic

Heather Buck

Calera

Summary

Dynamic Branch Manager at WSC with a proven track record in operations management and customer service excellence. Enhanced branch profitability through effective sales strategies and staff development. Skilled in cash handling and relationship building, fostering a high-performing team that consistently exceeded performance targets. Committed to driving operational efficiency and client satisfaction.

Overview

16
16
years of professional experience

Work History

Branch Manager

WSC
06.2023 - Current
  • Assisted in daily branch operations, ensuring adherence to company policies and procedures.
  • Supported customer service initiatives, addressing inquiries and resolving issues effectively.
  • Participated in staff training sessions to enhance team knowledge and skills.
  • Monitored inventory levels, facilitating timely reorders to maintain product availability.
  • Collaborated with management on branch promotions, contributing ideas for community engagement.
  • Maintained accurate records of transactions and branch activities for compliance purposes.
  • Engaged with customers to gather feedback and improve service delivery standards.
  • Adapted quickly to new systems and procedures, demonstrating flexibility in a dynamic environment.
  • Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
  • Maintained friendly and professional customer interactions.
  • Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
  • Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
  • Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
  • Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
  • Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
  • Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
  • Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
  • Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
  • Met deadlines by proactively managing individual and team tasks and streamlining processes.
  • Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
  • Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.
  • Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
  • Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
  • Reduced employee turnover by fostering a positive work environment and offering competitive compensation packages.

CNA

Alliance Health Durant
10.2022 - 06.2023
  • Provided direct patient care, assisting with daily living activities and personal hygiene.
  • Monitored vital signs, ensuring accurate reporting to nursing staff for timely interventions.
  • Documented patient progress and care provided in electronic health records efficiently.
  • Assisted in maintaining a safe and clean environment, adhering to infection control protocols.
  • Collaborated with healthcare team members to develop personalized care plans for patients.
  • Trained new staff on best practices for patient handling and safety procedures.
  • Implemented patient mobility programs, enhancing overall comfort and reducing fall risks.
  • Advocated for patient needs, fostering strong relationships between patients and healthcare providers.
  • Assisted patients with daily living activities, promoting independence and dignity.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
  • Enhanced patient satisfaction by providing compassionate and attentive care.
  • Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.
  • Ensured prompt response to call lights, addressing patient needs in a timely manner.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Prevented bedsores by regularly repositioning patients and implementing proper wound care techniques.
  • Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
  • Provided emotional support for patients during challenging times, fostering a positive healing environment.
  • Implemented fall prevention measures by identifying high-risk patients and maintaining clutter-free environments around bedsides.
  • Cared for residents in assisted living facility and delivered high-quality support to meet needs.
  • Reduced patient stress levels through effective communication and active listening skills.
  • Promoted infection control practices within the facility by adhering to strict hand hygiene procedures and utilizing personal protective equipment when necessary.
  • Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
  • Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
  • Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
  • Assisted in emergency situations under the direction of nursing supervisors or physicians, providing crucial support during life-saving interventions.
  • Oversaw and maintained patients' rooms, group living areas, and nurse stations.
  • Supported ambulation and physical therapy needs by conducting planned exercise routines.
  • Conducted routine safety checks on equipment, promptly reporting any malfunctions or safety concerns to appropriate personnel.
  • Participated in ongoing educational opportunities in order to stay up-to-date on best practices in nursing care.
  • Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
  • Helped clean and prepare patient consultation rooms to maintain hygiene standards

Cage Shift Supervisor

Choctaw Casino & Resort
01.2010 - 10.2021
  • Supervised daily operations of cage, ensuring compliance with gaming regulations and internal policies.
  • Trained and mentored staff on cash handling procedures, enhancing team efficiency and accuracy.
  • Implemented process improvements to streamline transactions and reduce customer wait times.
  • Monitored financial transactions for discrepancies, ensuring integrity of cash flow within the casino environment.
  • Coordinated with security teams to address any operational issues, maintaining a safe environment for guests and employees.
  • Developed training materials and conducted workshops to elevate team performance and service quality.
  • Managed scheduling of cage staff, optimizing coverage during peak hours to enhance guest experience.
  • Conducted regular audits of cash registers and inventory, ensuring accountability and transparency in operations.
  • Hired, trained, motivated, evaluated and supervised staff and offered guidance and resources to accomplish job and department objectives.
  • Monitored and coordinated activities of cage personnel to maintain integrity of cage funds.
  • Reconciled daily summaries of transactions to balance cash drawers and maintain accurate account of assigned banks.
  • Oversaw cage-related financial activities on property to enforce laws, rules, regulations and controls of company, tax and gaming commissions.
  • Responded to and resolved guest inquiries, disputes and issues to maintain guest satisfaction.
  • Observed and monitored status and cash inventory levels of ticket redemption kiosk machines to support maximum performance and availability to casino guests.
  • Provided comprehensive training for new employees, ensuring consistent adherence to best practices in the cage operations.
  • Contributed to a positive work atmosphere by displaying strong leadership qualities while fostering professional growth within the team.
  • Promoted teamwork among staff members through regular communication, collaboration, and problem-solving initiatives.
  • Ensured accurate documentation of all transactions by diligently supervising cashiers and verifying cash handling procedures.
  • Maintained a secure environment by enforcing company policies, gaming regulations, and internal controls related to the cage area.
  • Reduced errors and discrepancies by regularly conducting audits of cage cashier transactions, records, and reports.
  • Facilitated smooth shift transitions by effectively managing cage operations during changeover periods.
  • Enhanced operational efficiency by implementing and maintaining strict inventory controls for cage cash and assets.
  • Maximized profitability with effective analysis of casino revenues, monitoring currency circulation and identifying trends or concerns in daily operations.
  • Optimized staff scheduling to ensure adequate coverage during peak hours without compromising efficiency or customer service quality.
  • Managed cashiers'' breaks effectively, ensuring adequate coverage during peak hours without compromising efficiency or customer service quality.
  • Collaborated closely with other department supervisors to facilitate seamless coordination between various casino operations areas.
  • Resolved customer disputes efficiently and professionally, resulting in high levels of customer satisfaction.
  • Safeguarded employee health and safety by adhering to established protocols, promptly addressing any potential hazards or issues identified within the workplace setting.
  • Identified opportunities for improvement in day-to-day operations by proactively seeking feedback from team members and evaluating the effectiveness of current processes.
  • Contributed to a positive corporate image by maintaining a professional demeanor at all times, treating customers and staff with respect and courtesy.
  • Established credibility as a reliable point of contact for both senior management and subordinate staff members regarding cage-related queries or concerns.
  • Demonstrated strong attention to detail by meticulously reviewing transactions for accuracy, ensuring compliance with all relevant regulations and policies.
  • Streamlined daily processes by developing improved record-keeping systems for financial transactions within the casino environment.
  • Cashed checks and paid out money by verifying correct signatures, numerical amounts, and sufficient funds in accounts.
  • Evaluated quality of service of Number cashiering personnel to provide constructive, positive feedback to team members, promoting customer satisfaction.
  • Reconciled daily summaries of transactions and accurately counted funds to balance books using Software.
  • Trained, supervised and evaluated workers.
  • Assisted guests with credit card advances, chip cash-outs and check cashing.
  • Performed credit checks and references to open credit accounts for customers.
  • Utilized accurate exchange rates to redeem foreign currencies.
  • Efficiently managed accurate money transfers and protected transactions with standardized procedures.
  • Observed players for signs of cheating, notifying security staff of discovered evidence.
  • Performed paperwork required for monetary transactions.
  • Listened effectively and used issue resolution skills to efficiently handle guest complaints and promote brand loyalty.
  • Oversaw currency exchange requests for customers, confirming provision of requested combinations of bills and coins.
  • Eliminated customer service issues by quickly resolving disputes and correcting problems.
  • Handled currency conversions into correct combinations of bills and coins to serve casino patron needs.
  • Answered patron queries about machine functions, table parameters and other gambling floor items.
  • Monitored game operations to enforce house rules as well as tribal, state and federal regulations.
  • Enforced safety rules and removed safety hazards while monitoring gaming floors.
  • Met coverage demands by moving dealers around and reorganizing strategies based on current needs.

Education

Associate Of Applied Arts -

Colorado Technical University
Colorado Springs, CO
03.2023

Skills

  • Branch operations management
  • Customer service
  • Customer relationships
  • Excellent time management skills
  • Attention to detail
  • Excellent work ethic
  • Coaching and mentoring
  • Team supervision
  • Relationship building and management
  • Client relationship management
  • Relationship management
  • Strong team-builder
  • Verbal/written communication
  • Employee development
  • Staff management
  • Operations management
  • Decision-making
  • Cash handling
  • Relationship building
  • Team player
  • Staff supervision
  • Training and development
  • Sales management
  • Staff development
  • Staff training
  • Process improvement
  • Sales professional
  • Staff recruitment
  • Business development
  • Interviewing and hiring
  • Account review
  • Product training
  • Business development expertise
  • Proficient in MS office
  • Sales development
  • Goals and performance
  • Sales planning
  • Sales expertise
  • Conflict resolution
  • Client acquisition
  • Documentation
  • Friendly
  • Cash handling expertise
  • Banking
  • Risk mitigation
  • Approachable
  • Public speaking
  • Performance reviews
  • Financial services
  • Loan documentation
  • Operational reports
  • Key performance indicators
  • Collections
  • Marketing
  • Loans
  • Business planning

Timeline

Branch Manager

WSC
06.2023 - Current

CNA

Alliance Health Durant
10.2022 - 06.2023

Cage Shift Supervisor

Choctaw Casino & Resort
01.2010 - 10.2021

Associate Of Applied Arts -

Colorado Technical University

Similar Profiles

CREATE PROFILE