Heather Buck
Calera
Summary
Dynamic professional with extensive experience at Choctaw Nation of Oklahoma, excelling in customer service and data entry. Proven track record in enhancing operational efficiency and team collaboration, while maintaining confidentiality. Skilled in performance metrics analysis and staff training, driving improved customer satisfaction and streamlined workflows.
Overview
16
16
years of professional experience
Work History
Clerk 2
Choctaw Nation of Oklahoma
08.2025 - Current
- Processed incoming correspondence and maintained accurate records to ensure efficient workflow.
- Assisted in data entry tasks using Microsoft Office Suite to support team objectives.
- Organized and filed documents systematically, enhancing accessibility and retrieval efficiency.
- Collaborated with team members to streamline clerical operations and improve productivity.
- Responded to inquiries from staff and clients, providing information with professionalism and accuracy.
- Maintained confidentiality of sensitive information in compliance with organizational policies.
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Improved customer satisfaction by promptly answering inquiries and providing accurate information.
- Managed incoming calls professionally, directing callers to appropriate personnel or taking detailed messages when necessary.
- Supported administrative staff with timely completion of daily tasks, ensuring smooth office operations.
Branch Manager
WSC
06.2022 - 08.2025
- Oversaw daily branch operations, ensuring compliance with company policies and procedures.
- Developed and implemented strategies to enhance customer service and satisfaction levels.
- Mentored staff, fostering a collaborative environment to improve team performance and morale.
- Analyzed branch performance metrics, identifying areas for improvement to drive operational efficiency.
- Managed inventory control processes, optimizing stock levels to meet customer demand effectively.
- Conducted regular training sessions to enhance staff knowledge of products and services offered.
- Collaborated with cross-functional teams to resolve customer issues promptly, enhancing overall service experience.
- 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.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.
- Complied with regulatory guidelines and requirements.
CNA
Alliance Health Durant
10.2021 - 06.2022
- Provided compassionate care to patients, ensuring comfort and safety in daily activities.
- Assisted nursing staff with patient assessments and documentation, maintaining accurate health records.
- Monitored vital signs, reporting changes promptly to enhance patient care quality.
- Collaborated with multidisciplinary teams to develop individualized care plans for optimal patient outcomes.
- Trained new CNAs on best practices in patient handling and hygiene procedures, promoting team efficiency.
- Advocated for patient needs during shift handovers, ensuring continuity of care across teams.
- 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.
- 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.
Cage/Vault Shift Manager
Choctaw Casino & Resort - Durant
01.2010 - 10.2021
- Supervised daily operations, ensuring compliance with safety and service standards.
- Trained and mentored team members on efficient workflow practices.
- Coordinated scheduling to optimize staff coverage during peak hours.
- Implemented process improvements that enhanced guest satisfaction scores.
- Resolved customer issues swiftly, promoting positive guest experiences.
- Monitored performance metrics to identify areas for operational enhancement.
- Conducted regular staff meetings to align team goals and expectations.
- Developed training materials to support onboarding of new employees.
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Promoted a positive work environment through open communication and constructive feedback.
- Kept employees operating productively and working on task to meet business and customer needs.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Coached crew members to optimize performance and motivate toward more efficient work.
- Collaborated with other Shift Managers to maintain consistency in policies enforcement across all shifts, fostering a cohesive workplace culture.
- Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
- Cooperated with coworkers to improve customer experience and manage storefront.
- Exercised composure under pressure and in escalated customer service scenarios.
- Monitored inventory levels closely, maintaining optimal stock availability while minimizing waste and costs.
- Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
- Managed employee schedules to ensure adequate coverage during peak hours, resulting in a smoother workflow.
- Adhered to company standards and compliance requirements for operations and cleanliness of areas.
Education
Associate of Science - Healthcare Administration
Colorado Technical University
Colorado Springs, CO03-2022
Skills
- Customer service
- Data entry
- Document management
- Record keeping
- Team collaboration
- Compliance adherence
- Performance metrics analysis
- Staff training and development
- Inventory management
- Confidentiality maintenance
- Problem resolution
- Effective communication
- Scheduling coordination
- Workflow improvement
- Client relationship management
- Administrative support
- Quality assurance compliance
- Operational efficiency enhancement
- Cross-functional teamwork
- Telephone etiquette
- Customer satisfaction
- Cash handling
- Cash management
- Filing systems
- Database entry
- Administrative tasks
- Relationship building
- File maintenance
- Database management
- Quality control
- Mail handling
- Processing mail
- Quality management
- Schedule and calendar management
Timeline
Clerk 2
Choctaw Nation of Oklahoma
08.2025 - Current
Branch Manager
WSC
06.2022 - 08.2025
CNA
Alliance Health Durant
10.2021 - 06.2022
Cage/Vault Shift Manager
Choctaw Casino & Resort - Durant
01.2010 - 10.2021
Associate of Science - Healthcare Administration
Colorado Technical University