Mary Kucera
Oktaha,OK
Summary
Dedicated and award-winning customer care professional with a proven track record of delivering exceptional support and fostering lasting relationships. Recognized for kindness and compassion while consistently ranking as a top performer in the financial and healthcare sectors. I bring a unique skill set that would enhance any team. Eager to contribute to an organization that values customer satisfaction and seeks to create positive experiences with every interaction. Commit to making a meaningful impact while helping customers navigate their needs effectively.
Overview
1
1
Certification
27
27
years of professional experience
Work History
Hospice Aide
ACG Hospice – Formerly Hometown Hospice
Muskogee, Ok
09.2021 - 10.2025
- Assisted patients with activities of daily living, ensuring comfort and dignity for hospice patients during bathing, grooming, and meal preparation.
- Documented and reported findings of skin integrity issues, including breakdown, bruising, shearing, or wounds, to case manager without delay.
- Administered personal care to patients, focusing on maintaining dignity and comfort throughout end-of-life experiences.
- Maintained accurate documentation of completed tasks and case manager interactions, facilitating seamless follow-up after visits.
- Collaborated with case managers, social workers, and chaplains to address patient and family emotional and spiritual requirements.
- Conducted discussions with family to confirm that hospice services effectively address patients' needs and preferences.
- Detailed task outcomes and maintained clear communication with case managers, ensuring all necessary notes were documented post-visit.
- Monitored and enforced compliance with HIPAA standards to protect sensitive patient information.
- Organized daily patient flow by planning and prioritizing needs effectively. Assisted in making timely decisions and resolving issues on-site. Facilitated family conflict resolution with empathy and understanding. Monitored and respected cultural beliefs and needs of each patient. Fostered positive relationships with team members to enhance collaboration. Evaluated quality of services and resources consistent
Receptionist
Herringshaw Waste Management
Muskogee, Ok
04.2020 - 06.2021
- Receive payments and record receipts for services.
- Resolved customer complaints and processed additional services based on requests, enhancing customer satisfaction.
- Addressed customer complaints by actively listening and providing solutions. Accurately and promptly process additional services based on customer requests and the public.
- Interpret customer requests in order to process additional services correctly and in a timely manner.
- Interpret customer requests in order to process additional services correctly and in a timely manner.
- Evaluate information to determine compliance with company standards.
- Coordinated communication between departments, facilitating timely information flow and service delivery.
Branch Manager
Bank of Oklahoma
Muskogee, Ok
05.2014 - 06.2019
- Developed and executed customer engagement strategies to enhance branch sales performance.
- Cultivated a culture of engagement by developing and executing initiatives that motivate employees in organizational processes.
- Conducted thorough analysis of employee metrics, developing specific plans to enhance productivity.
- Fostered and nurtured community connections to identify and capitalize on new business prospects.
- Monitored and refined confidentiality protocols to ensure robust protection of bank records and client data integrity.
- Facilitated timely recommendations by managing loan application submissions to underwriters while maintaining compliance with verification protocols.
- Engaged with customers to build trust and rapport, ensuring a professional and responsive service experience.
- Formulated and implemented targeted action plans while providing live coaching to enable staff in consistently surpassing sales quotas.
- Oversaw a team of six direct reports, implementing strategies to improve employee satisfaction and retention.
- Created detailed meeting agendas and captured notes to support effective communication and decision-making.
- Evaluated and resolved complex challenges to optimize operational efficiency.
- Managed client inquiries and concerns, ensuring effective and timely resolutions.
- Optimized resource distribution and directed personnel management to enhance operational efficiency.
- Leveraged in-depth knowledge of branch-specific offerings to enhance customer service and support financial solutions.
- Facilitated training and mentorship for new team members to align with branch service standards and support organizational goals.
- Developed and maintained strong connections with account holders to enhance customer satisfaction and loyalty through tailored product suggestions.
- Directed cash and negotiable instrument inventory management processes.
- Supervised branch activities to ensure strict alignment with banking regulations and internal policy requirements.
- Directed and enhanced operational controls and reporting systems to drive organizational success.
- Educated customers on expanded product and service options, contributing to overall business development and client satisfaction.
- Utilized strategic open-ended questions to engage prospects and uncover their unique needs and requirements.
- Developed and implemented strategic plans to enhance customer satisfaction and optimize operational efficiency.
Manager
EZ Check Cashers
Muskogee, OK
07.1998 - 04.2014
- Managed operational oversight to maintain compliance with regulatory requirements and internal policies for six distinct business lines.
- Identified and implemented community engagement opportunities to showcase product line offerings.
- Engaged with business leaders to cultivate partnerships and secure employee business.
- Analyzed workforce needs and coordinated staff schedules to ensure optimal service delivery and operational effectiveness.
- Designed and executed training programs to enhance employee development and operational efficiency.
- Formulated and executed strategic initiatives to drive revenue growth through targeted marketing efforts.
- Implemented strategies to empower employees, resulting in increased productivity and heightened engagement in work tasks.
- Delivered on diverse assignments while adhering to strict deadlines.
- Implemented protocols to uphold a professional, organized, and safe setting for all staff and visitors.
- Elevated customer satisfaction by promptly resolving disputes and maintaining open communication channels.
- Developed and implemented safety procedures aimed at fostering a culture of workplace safety.
- Spearheaded development and execution of strategic plans and performance metrics to achieve departmental goals.
- Cultivated strategic partnerships with industry leaders, enhancing company reputation and generating new business opportunities.
- Supervised cash handling processes to ensure accuracy and security across multiple cash drawers.
- Conducted comprehensive audits of all lines of business to ensure compliance and mitigate theft risks.
- Designed work schedules to ensure efficient resource allocation and support operational needs.
- Monitored staff performance and provided guidance to uphold US Treasury standards.
Education
High School Diploma -
Muskogee High School
Muskogee, Ok01-1995
Home Health Aide, Long Term Care Aide, Home Health Deeming
Family CbAaregiver Assistance
Tulsa, Ok08-2021
Skills
- Customer service
- Cash management
- Operational efficiency
- Problem-solving
- Time management
- Team leadership
- Decision-making
- Relationship building
Accomplishments
CNA of the year
Central and Western Region 2024 (ACG Hospice)
Summit Club
Recognized at 3 Summit Club events for excellence in customer service and sales in the top 10% (Bank of Oklahoma)
Perfect Circle
Recognized at 5 Perfect Circle events for customer service and sales in the top % (Bank of Oklahoma)
Certification
- Basic Life Support w/ AED Expires Jan 2027
- Certified Nurse Aide/Long Term Care Aide/Home Health Aide License #37V11005082 Valid Through 8/31/027
Timeline
Hospice Aide
ACG Hospice – Formerly Hometown Hospice
09.2021 - 10.2025
Receptionist
Herringshaw Waste Management
04.2020 - 06.2021
Branch Manager
Bank of Oklahoma
05.2014 - 06.2019
Manager
EZ Check Cashers
07.1998 - 04.2014
Home Health Aide, Long Term Care Aide, Home Health Deeming
Family CbAaregiver Assistance
High School Diploma -
Muskogee High School