Laura Nelson
CNA, RNA, CHHA, Staffing Coordinator, Shift Manager
Chula Vista,CA
Summary
Highly motivated to excel. Able to handle multiple responsibilities simultaneously while providing exceptional customer service. Quick to learn new skills and enjoy meeting challenges. Strong role model to create a positive atmosphere where all employees can thrive together to provide and improve customer satisfaction.
Overview
34
34
years of professional experience
4
4
Certification
2
2
years of post-secondary education
Work History
Restaurant Manager / Shift Manager / Bartender / Cage Cashier / Hotel Clerk/ Mini-mart Cashier
Longstreet Inn & Casino
01.2016 - 01.2021
- Scheduling
- Food and bar orders & inventory
- Agilysys POS & pricing
- Catering
- Creating menus & flyers
- In house supervision of all operations and staff
- Casino drop team, hand pays, cash buy, revenue drops, check cashing, balancing cage, identifying variances
- Bartending
- Hotel night audit.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Developed thorough knowledge of local attractions and events to serve as informed resource for guests seeking recommendations or directions.
- Maintained organized front desk area that contributed to smooth operations and professional appearance.
- Stocked merchandise on display shelves and racks to provide good selection for customers.
- Alternated goods in inventory by observing first-in and first-out approach to keep shelves organized and properly stocked.
- Performed inventory control, such as counting, and stocking merchandise.
- Operated POS systems to accurately process customer purchases.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Enhanced guest satisfaction by promptly addressing inquiries and concerns at front desk.
STNA
ATC Healthcare Services
03.2015 - 11.2015
- Contracted with Franklin Medical Center as Hospital Aide to provide nursing care to inmates incarcerated in OH Department of Corrections.
Staffing Coordinator
Friendship Village of Columbus
09.2008 - 02.2015
- STNA & Nurse scheduling
- Provided On-Call 24/7 to maintain proper staffing levels
- Processed timecards & tracked attendance for 150+ employees
- Leadership Team
- Provided facility tours for Admissions
- Interviewed STNAs & facilitated new hire training & orientation to department
- Mentored STNA staff & assisted with direct resident care as needed
- Scheduled medical appointments & transportation for residents
- Created & hand delivered birthday cards for department and facilitated employee BBQ monthly for staff appreciation.
- Created STNA form to provide better services to residents through Guardian Angel Program.
- Collaborated with managers to identify and address employee relations issues.
- Developed guidelines, questionnaires and processes for assessing, interviewing, and onboarding phases.
- Verified payroll, vacation and sick time hours to support accounting processes.
- Collaborated with manager to determine department's short and long-term hiring needs.
- Interviewed, hired, and mentored new personnel and oversaw all staffing operations.
- Conducted comprehensive interviews, assessing candidate skills and cultural fit for successful placements.
- Advocated for staff members, helping to identify and resolve conflicts.
- Played instrumental role in reducing employee turnover rates by identifying and addressing common pain points in hiring process.
- Developed and facilitated new-hire orientations.
- Developed and implemented onboarding and orientation programs for new employees.
- Facilitated smooth employee transitions with comprehensive onboarding program.
- Assisted in onboarding new hires, facilitating smooth transition into their roles and supporting employee retention efforts.
- Assisted with personnel records management to support recordkeeping accuracy.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Demonstrated high level of initiative and creativity while tackling difficult tasks.
- Proven ability to learn quickly and adapt to new situations.
- Applied effective time management techniques to meet tight deadlines.
- Participated in team projects, demonstrating ability to work collaboratively and effectively.
- Resolved problems, improved operations and provided exceptional service.
- Organized and detail-oriented with strong work ethic.
- Worked effectively in fast-paced environments.
- Worked flexible hours across night, weekend, and holiday shifts.
- Excellent communication skills, both verbal and written.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Provided Extra Staffing assistance for 3 month project to facilitate staff training and transition to Electronic Medical Records.
Resident Care Coordinator
Outlook Manor
03.2006 - 09.2008
- Assisted the Director of Nursing with scheduling & management of Resident Care Assistants including interviewing, hiring, general orientation, department orientation, & floor training, annual evaluations & disciplinary & in servicing.
- Updated daily assignment sheets & audited documentation of resident care.
- RCA mentoring.
- Evaluated staff performance regularly through observation, providing constructive feedback for professional growth.
- Proactively addressed any potential conflicts among staff members or between staff and residents, fostering positive work environment conducive to quality care.
- Increased resident satisfaction by addressing concerns promptly and fostering positive living environment.
- Interacted kindly with patients and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships.
- Advocated for residents'' rights, promoting dignity and respect throughout interactions between staff members and residents.
- Monitored and inspected staff processes to eliminate hazards posed for both residents and staff while ensuring continuous compliance with regulations.
- Collaborated with healthcare providers to develop individualized RCA assignment sheets, optimizing residents'' quality of life.
- Provided ongoing staff training to maintain high standards of care and ensure adherence to best practices.
- Hired and trained new staff members on facility policies and patient care.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Worked well in team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Proven ability to learn quickly and adapt to new situations.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Managed time efficiently in order to complete all tasks within deadlines.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Excellent communication skills, both verbal and written.
- Worked flexible hours across night, weekend, and holiday shifts.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Demonstrated high level of initiative and creativity while tackling difficult tasks.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Worked effectively in fast-paced environments.
State Tested Nursing Assistant / Receptionist
Villa Angela Care Center
09.1998 - 10.2005
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
- Increased patient satisfaction scores through consistent provision of excellent bedside manner and effective communication skills.
- Secured patient information and maintained patient confidentiality by completing and safeguarding all medical records.
- Checked patient vital signs.
- Helped patients with self-feeding and assisted feeding, based on individual needs.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Documented patient information and care activities.
- Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
- Improved patient care by providing compassionate and attentive assistance with daily living activities.
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.
- Assisted in delivery of high-quality healthcare by collaborating with nursing staff and other healthcare professionals.
- Upheld infection control and prevention policies.
- Facilitated personal hygiene management, feeding and ambulation.
- Helped patients to complete range of motion exercises to prevent loss of function during care.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Offered immediate assistance in emergency situations.
- Observed patients under care conditions to help identify symptoms, responses to treatments and progress with goals.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Enhanced patient comfort by addressing individual needs and preferences during routine care tasks.
- Monitored vital signs regularly, reporting any abnormalities or concerns to nursing staff promptly for timely intervention.
- Oversaw and maintained patients' rooms, group living areas, and nurse stations.
- Contributed to safer environment for patients by following strict infection control practices and maintaining cleanliness.
- Followed directions of licensed nurses.
- Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
- Wiped down equipment with proper cleaning products after each patient transport to reduce instances of infection.
- Promoted patient dignity through respectful communication, privacy protection, and culturally sensitive interactions.
- Participated in interdisciplinary team meetings to provide comprehensive care planning for each patient''s unique needs.
- Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
- Demonstrated flexibility in adapting to various patient care settings.
- Served as advocate for well-being of patients by recognizing signs of abuse or neglect and reporting concerns to appropriate authorities.
- Prevented pressure ulcers development among bedridden patients with consistent position changes every two hours as recommended guidelines.
- Provided emotional support to patients and families during difficult times, demonstrating empathy and understanding.
- Facilitated smoother healthcare processes by accurately reporting and documenting patient information.
- Contributed to overall success of nursing team by providing constructive feedback and participating in ongoing professional development opportunities.
- Answered call lights and supported patient comfort and safety.
- Reduced risks of injury by implementing proper transfer techniques when moving or repositioning patients.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Furthered skills by actively taking part in employee training and taking classes to improve skills.
- Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
- Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
- Supported rehabilitation goals for patients by assisting with prescribed exercises under guidance of therapists.
- Demonstrated creativity and resourcefulness through development of innovative solutions.
- Organized and detail-oriented with strong work ethic.
- Excellent communication skills, both verbal and written.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Answered central multi-line phone, transferred calls quickly and accurately, distributed messages to team members and managers to facilitate clear communication and high customer service.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously.
- Maintained visitor log for entering and leaving facility for security purposes.
- Greeted incoming visitors and customers professionally and provided friendly and knowledgeable assistance.
- Collected payments, processed transactions and updated relevant records.
- Monitored lobby and provided safety precautions for residents and visitors and assisted with any crisis intervention and emergency response.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Kept reception area clean and neat to give visitors positive first impression.
- Maintained confidentiality of information regarding clients and company.
- Handled incoming and outgoing package deliveries.
- Routed incoming mail and messages to relevant personnel without delay.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Resolved customer problems and complaints.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Using overhead intercom system to make announcements and calling emergency codes.
- Assisted Nursing Department with making staffing calls after hours.
Certified Nursing Assistant
St. Brendan Care Center
01.1989 - 03.1996
- Processed by State of Washington as Nurse Aide Certified by deeming in 1990.
- Prevented pressure ulcers development through frequent turning, repositioning of patients, and diligent skin assessments.
- Helped patients complete range of motion exercises to prevent loss of function during care.
- Assisted nurses with wound care procedures ensuring proper healing processes took place.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
- Observed patients under care conditions to help identify symptoms, responses to treatments and progress with goals.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Upheld infection control and prevention policies across different patient-facing areas.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Built rapport with patients and families, providing emotional support during difficult times.
- Promoted independence in patients through walking exercises or assisting them with mobility devices like walkers or wheelchairs.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
- Maintained clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Followed directions of licensed nurses.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Enhanced team efficiency by promptly responding to call lights and reporting changes in patient condition to nurses.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Helped patients with self-feeding and assisted feeding, based on individual needs.
- Answered call lights and supported patient comfort and safety.
- Served as advocate for each patient's needs during shift handoffs or interdisciplinary conferences with other healthcare professionals.
- Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Actively participated in interdisciplinary team meetings to discuss patient progress and develop effective care strategies.
- Facilitated personal hygiene management, feeding and ambulation.
- Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.
- Responded to patient requests for supplies and personal comfort items such as extra blankets.
- Documented patient information and care activities.
- Contributed positively towards patient satisfaction scores by consistently providing exceptional care and addressing their concerns.
- Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
- Oversaw and maintained patients' rooms, group living areas, and nurse stations.
- Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
- Performed accurate documentation of patient information according to established protocols for record-keeping purposes.
- Offered immediate assistance in emergency.
- Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
- Managed time efficiently in order to complete all tasks within deadlines.
- Proven ability to learn quickly and adapt to new situations.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in team environment.
- Worked flexible hours across night, weekend, and holiday shifts.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Provided professional services and support in dynamic work environment.
- Strengthened communication skills through regular interactions with others.
- Passionate about learning and committed to continual improvement.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with making staffing calls and monitoring Progressive Eating Program.
- Provided Restorative Aide back up as needed.
- Assisted in transitioning facility to 1st Restraint Free LTC environment in Eastern Washington.
Nursing Assistant
Life Care Center
01.1987 - 03.1988
- Received initial training and certification as Nursing Assistant.
Education
No Degree - Applied Science in Nursing Technology
Central Ohio Technical College
Newark OH 09.1996 - 06.1998
Skills
- Observation Documentation
- Patient Positioning
- Supporting personal needs
- Bedsore Prevention
- Compassionate
- Injury Prevention
- Care Monitoring
- Client documentation
- Emergency Response
- Patient Care Quality
- Patient Relations
- Emotional Intelligence
- Trustworthy companion
- Heartsaver First Aid CPR AED
- Room Cleaning and Restocking
- Activities of Daily Living ADL Support
- Home Health Aide
- Transporting patients
- Calm Under Stress
- Universal Precautions
- Medical Records Management
- Chronic Disease Management
- Patient relationship building
- Tube feedings and medications familiarity
- Behavior redirection
- Patient Safety Management
- Dressing assistance
- Observing responses
- Direct Patient Care
- Specimen Collection
- Output Monitoring and Reporting
- Mobility Assistance
- Activity Coordination
- Recording vital signs
- Vital signs monitoring
- Feeding Tube Management
- Care plan implementation
- Patient Transfers
- Infection Control
- Customer loyalty
- Passion for customer satisfaction
- Work Planning and Prioritization
- Training and Onboarding
- Workflow Planning
- Conflict resolution techniques
- Shift Management
- Inventory Management
- Operations Management
- Team Management
- Supervisory skills
- Coaching and Mentoring
- Order delivery practices
- Recruitment and hiring
- Adaptable
- Menu development
- Safe Food Handling
- Customer Service
- Liquor Law Compliance
- Kitchen staff coordination
- Inventory control and record keeping
- POS Terminal Operation
- Critical Thinking
- Catering Services
- Staff Management
- Resource Allocation
- Employee Performance Evaluations
- Managing Deliveries
- Reliable and Responsible
- Point of Sale (POS) system operation
- Delegating Assignments and Tasks
- Complaint resolution
- Employee Retention
- Health Code Compliance
- Money Handling
- Staff Scheduling
- Monitoring Food Preparation
- Customer Retention
- Event Coordination
- Promotions planning
- Performance Improvement
- Kitchen equipment operation and maintenance
- Managing Reservations and Large Parties
- Collaboration and Teamwork
- Sanitation
- Investigating Complaints
- Relationship Building
- Regulatory Compliance
- Menu Pricing and Writing
- Fire Safety Regulations
- Customer Engagement
- Calm and Pleasant Demeanor
- Recipes and menu planning
- Supply Ordering and Management
- Payroll Administration
- Team Leadership
- Conflict Resolution
- Purchasing
- Problem-Solving
- Employee Supervision
- Anticipating Problems
- Reservation handling
- Sales and Marketing
- Staff Supervision
- Trained in performance and wage reviews
- Expense Tracking
- Scheduling Staff
- Customer-Oriented
- Organization and prioritization
- Interpersonal Skills
- Punctual and Reliable
- Continuous Improvement
- Safety Compliance
- Delegation capabilities
- Workplace Safety
- Budgeting and forecasting
- Priority management
- Decision-Making
- Contract Negotiation
- Equipment Operation
- Cost reduction and containment
- Accurate money handling
- Active Listening
- Staff Development
- Continuous improvements
- Mentoring and Coaching
- Hiring and Training
- Performance reviewing
- Payment Processing
- Flexible Schedule
- Energetic and Enthusiastic
- Performance monitoring
- Documentation And Reporting
- Worker Training
- Staff Motivation
- Compliance understanding
- Shift Scheduling
- Team Collaboration and Leadership
- Computer Skills
- Work Area Inspection
- Assigning Work
- Staff Training and Onboarding
- Responsible Alcohol Service
- Interpersonal Communication
- Clear and effective communication
- Good Conversationalist
- Dining room management
- Service-oriented mindset
- Vendor Management
- Professional Appearance
- Teamwork and Professionalism
- Age Identification checks
- Honest and Dependable
- Handling Difficult Customers
- Hospitality service expertise
- Complex Problem-Solving
- Stamina and Endurance
- Highly reliable
- Cleanliness and hygiene
- Health codes compliance
- Patience and Tolerance
- Fast Learner
- Issue Resolution
- Hospitality and Guest Service
- Telephone Etiquette
- Calm and Composed
- Organizational ability
- Strong multitasking
- Inventory
- Ordering Procedures
- Menu Planning
- Cash Register Operation
- Team player attitude
- Professionalism and Courtesy
- Records Maintenance
- Cash Drawer Reconciliation
- Reliability and punctuality
- Cash Counting Speed
- Cash handling expertise
- Account Balancing
- Written Communication
- Excellent Communication
- Time Management
- PPE use
- Task Prioritization
- Research
- Networking
- Recordkeeping
- Analytical and Critical Thinking
- Friendly, Positive Attitude
- Microsoft Office
- Microsoft Word
- Remote Office Availability
- MS Office
- Organization
- Calm Under Pressure
- POS Systems
- Complaint Handling
- Tour Arrangements
- Office Organization
- Detail Oriented
- Data Confidentiality
- Problem-solving skills
- Nightly Audits
- Two-Way Radio Operation
- Reservation Management
- Phone and Email Etiquette
- Payment Collection
- Guest Reception
- Guest Relations
- File Management
- Customer Service Management
- Self-Directed
- Verbal Communication
- Project Planning
- Price Verification
- Credits and Refunds
- Merchandise stocking and rotating
- Cash register systems
- Cleaning and sanitizing
- Security Monitoring
- Identification checks
- Order Verification
- Daily Reporting
- Order Taking
- Work Ethic and Integrity
- Pricing and Markdowns
- Proficient in Software: Agilysys, Kronos, On Shift employee scheduling
- Transaction Balance Sheets
- Cooperative Attitude
- Payment posting
- Patience and Empathy
- End of life care
- Maintaining privacy
- Patient Care
- Condition Monitoring
- Crisis Intervention
- Responding to emergencies
- Electronic Charting
- Documenting behaviors
- First Aid Certification
- Nutrition and Diet
- Safety Precautions
References
Available on request
Certification
- CNA
- RNA
- CHHA
- BLS Provider # 245414681616
Languages
Spanish
Limited Working
Timeline
Restaurant Manager / Shift Manager / Bartender / Cage Cashier / Hotel Clerk/ Mini-mart Cashier
Longstreet Inn & Casino
01.2016 - 01.2021
STNA
ATC Healthcare Services
03.2015 - 11.2015
Staffing Coordinator
Friendship Village of Columbus
09.2008 - 02.2015
Resident Care Coordinator
Outlook Manor
03.2006 - 09.2008
State Tested Nursing Assistant / Receptionist
Villa Angela Care Center
09.1998 - 10.2005
No Degree - Applied Science in Nursing Technology
Central Ohio Technical College
09.1996 - 06.1998
Certified Nursing Assistant
St. Brendan Care Center
01.1989 - 03.1996
Nursing Assistant
Life Care Center
01.1987 - 03.1988
- CNA
- RNA
- CHHA
- BLS Provider # 245414681616
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