Brittney Serrano
Summary
Dedicated and compassionate professional with extensive experience in emergency response, healthcare, and leadership. Demonstrated strong supervisory skills as a shift manager, optimizing workflow. Proficient in providing direct patient care as a Certified Nursing Assistant, with a deep understanding of medical protocols and patient needs. Possesses a degree in Sociology, enhancing the ability to interact empathetically with diverse populations and understand social dynamics in emergency situations. A versatile communicator, problem-solver, and multitasker, committed to delivering exceptional service in both healthcare and emergency environments.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Dispatcher
Amwest Ambulance
09.2023 - Current
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Provided on-the-job training and coaching to develop new dispatchers, helped train all new dispatchers.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
- Followed established protocols for professional handling of emergency situations.
911 Emergency Dispatcher
American Medical Response
05.2022 - 09.2023
- Directed responders using assigned mapping systems and established protocol for timely emergency attendance.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
Certified Nursing Assistant
Sutter Memorial Hospital
03.2019 - 04.2022
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Delivered individualized patient care by recording vital signs, documenting observations, and evaluating patient needs.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Documented patient information and care activities in electronic health record.
Shift Manager/ Barista
STARBUCKS COFFEE COMPANY
02.2015 - 03.2019
- Trained, scheduled and supervised barista workers to maintain and uphold store policies and optimize staffing patterns.
- Maintained accurate inventory counts to meet customer demands and sustain operations.
- Handled and resolved customer issues and complaints with professionalism and tact to drive customer satisfaction and repeat business.
- Oversaw inventory and product stock to develop and maintain inventory controls resulting in cost savings and reduced overages.
Education
Bachelor of Arts - Sociology
California State University Stanislaus
Turlock, CA06-2020
Skills
- Client Relationship Management
- Attentive Communication
- Customer-Focused
- Proficient in Organization Techniques
- Quick Adaptation Skills
- Flexible Team Collaborator
Certification
- CPR/AED Certification
- First Aid Certification
- CNA - Certified Nurse Assistant
- Emergency Fire Dispatcher Certification (EFD)
- Emergency Medical Dispatcher Certification (EMD)
Timeline
Dispatcher
Amwest Ambulance
09.2023 - Current
911 Emergency Dispatcher
American Medical Response
05.2022 - 09.2023
Certified Nursing Assistant
Sutter Memorial Hospital
03.2019 - 04.2022
Shift Manager/ Barista
STARBUCKS COFFEE COMPANY
02.2015 - 03.2019
Bachelor of Arts - Sociology
California State University Stanislaus
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