Marisela Hairston
Belews Creek,NC
Summary
Dedicated and compassionate individual with progressive career history in direct patient care, triage, care coordination and customer service in fast-paced environment. Proven to remain calm under pressure and skillfully handle difficult and high-stress situations. Consistently developing strong relationships with people and families through empathetic communication, respectful attitude and excellent customer service.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Customer Service Agent/Gate Service Agent
Envoy Air Inc an American Airlines Company Group
11.2023 - Current
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Responded proactively and positively to rapid change.
- Learned Airline's policies and protocols for the management of arrivals and departures for both regional airlines and mainline airlines.
Public Health Nurse
Forsyth County Department of Public Health
01.2023 - Current
- Educated the public on disease prevention strategies through community presentations, workshops, and written materials.
- Reduced disease transmission through administering immunizations and providing education on infection prevention.
- Improved community health by conducting assessments, identifying needs, and implementing targeted interventions in regards to family planning in a clinical setting.
Registered Nurse
United Healthcare Group
03.2018 - Current
- Educated family members and caregivers on patient care instructions.
- Evaluated patient histories, complaints and current symptoms.
- Advocated for and strived to protect health, safety and rights of patient.
- Leveraged feedback and process improvement opportunities to create safer and healthier environment and increase patient satisfaction.
- Applied nursing expertise to meet needs of 220 patients in challenging telephonic environment.
- Manage 220 cases for Disease Management Group Retiree team.
Staff Registered Nurse
Moses Cone Hospital
07.2012 - 09.2020
- Assessed vital signs, collected detailed patient history and noted other signs of patient health to make rapid, informed decisions regarding next steps in patient care.
- Supported patients and family members with confident, soothing approach amongst medical crises.
- Prepared, administered and documented medications and intravenous infusions on physician orders.
- Performed diagnostic tests and assisted with medical procedures such as medication administration, resulting in intubation.
- Teamed on trauma and emergency interventions involving serious head injuries, gunshot wounds and thoracic trauma.
- Responsible for 4 patients for non-trauma, 1 to 1 for level one traumas but also managed septic patients until transferred to critical care.
- Administered medications via oral, IV and intramuscular injections and monitored responses.
- Effectively prioritized assignments, executing care based on each patient's relative condition and delegating tasks to available personnel deliver safe and efficient care.
- Prioritized care by using levels 1 through 5, 1 being emergent and 5 being non-urgent for up to 40+ patients in triage capacity.
Emergency Room Registered Nurse
Forsyth Medical Center
05.2013 - 05.2015
- Collaborated with physicians to quickly assess patients and deliver appropriate treatment while managing rapidly changing conditions.
- Administered different therapies and medications in line with physician orders and treatment plan.
- Answered codes quickly and orchestrated efficient, skilled medical care.
- Administered medications via oral, IV and intramuscular injections and monitored responses.
- Vaccinated patients to protect individuals from measles, pneumonia, influenza and other illnesses of concern.
- Accurately documented treatment, medications and IVs administered, discharge instructions and follow-up care.
- Monitored patient reactions after administering medications and IV therapies.
- Assessed and evaluated mental health needs, working with multidisciplinary team to initiate, manage and modify individualized care plans.
- Responsible for 6-7 patients unless working major side then only responsible to 2-4 patients.
Critical Care Registered Nurse
Wake Forest Baptist Health
07.2006 - 07.2012
- Oversaw various aspects of telemetry by administering PA catheters and arterials, vasoactive drugs, titration, thrombolytic therapy, dysrhythmia interpretation and chest tubes.
- Assessed and managed various patient treatments for numerous patient diagnoses from sepsis to acute respiratory distress.
- Conducted patient assessments, recorded vitals and analyzed records and charts to define care requirements.
- Delivered outstanding patient care in Medical critical care units.
- Worked with intubated and ventilated patients, monitoring and reporting on conditions to maintain stats within optimal levels.
- Responded rapidly to critical codes to coordinate stabilization treatments and restore vital functions.
- Operated critical care equipment to keep patients stable and promote recovery.
- Delivered top-notch care exceeding department, hospital and Joint Commission standards.
- Responsible for 1 patient if septic, ratio was 2:1
- Documented work in Epic and updated patients' charts with orders and observations.
- Charge experience for 14 bed ICU/MICU
Police Officer
Winston-Salem Police Department
07.1991 - 05.2002
- Talked regularly with citizens to establish rapport and become familiar presence in area.
- Investigated and reported crimes, accidents, offenses and damage to property.
- Answered emergency calls for help from citizens and business owners.
- Secured crime scenes, gathered evidence and questioned witnesses.
- Patrolled assigned areas to prevent and detect roadway crimes.
- Conducted witness interviews and gathered details regarding incidents to determine best course of action.
- Enforced traffic laws and ordinances through visual observation and radar speed detection.
- Responded immediately to reports of automobile accidents and criminal activity, calling for additional support as necessary.
- Conducted preliminary investigations at scenes of major crimes.
- Apprehended suspects, read Miranda Rights and transported offenders to jail.
- Gathered necessary information for court appearances and testified as witness under oath in court.
- Notified emergency personnel of incidents requiring medical assistance and aid.
- Worked with investigations team to surveil and capture offenders for possession and distribution of illegal narcotics and prescription drugs.
- Led undercover sting operations to target perpetrators of vice crimes.
- Promoted safe driving conditions by quickly identifying and removing disabled vehicles and obstructions from roadways.
- Provided city wide protection for 245,787 residents of Winston-Salem, NC
Education
No Degree -
University of North Carolina At Greensboro
Greensboro, NCBachelor of Science - Nursing
Winston-Salem State University
Winston-salem, NC05.2006
High School Diploma -
Mission High School
Mission, TX06.1989
Skills
- Customer Service
- Problem Resolution
- Outstanding communication skills
- Complex Problem-Solving
- Clear Patient Communication
- Accurate Documentation
- Epic Systems
- QIK System
- Gate Reader System
- Airway Management
- Infection Control Procedures
- Nursing Staff Management
Certification
- PALS - Pediatric Advanced Life Support
- ACLS- Advanced Cardiovascular Life Support
- BLS- Basic Life Support
- North Carolina Nursing License 210355
- California Nursing License 95173233
- Connecticut Nursing License 150250
- Illinois Nursing License 041513028
- Massachusetts Nursing License RN2348017
- Minnesota Nursing License 2467039
- Nevada Nursing License 811010
- New York Nursing License 777756
- Ohio Nursing License 451438
- Pennsylvania Nursing License RN725377
- Rhode Island Nursing License RN65656
- Washington Nursing License RN60865054
Personal Interests
- Foreign Language: Taught Spanish to law enforcement officers in an effort to increase rapport between the police and the growing Hispanic community. Self-study Italian for future travel to Italy. Overall interested in learning different languages and can say "I love you" in five languages.
- Travel: Have traveled to different European countries both times were to watch my daughters play soccer and have traveled withing the Uinted States. Would like to travel the world just to learn different cultures and experience culinary delights! I believe food is a bridge into learning different cultures and customs.
- Exercise: Love running, basketball, volleyball. I absolutely love watching my daughters play soccer!
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Agent/Gate Service Agent
Envoy Air Inc an American Airlines Company Group
11.2023 - Current
Public Health Nurse
Forsyth County Department of Public Health
01.2023 - Current
Registered Nurse
United Healthcare Group
03.2018 - Current
Emergency Room Registered Nurse
Forsyth Medical Center
05.2013 - 05.2015
Staff Registered Nurse
Moses Cone Hospital
07.2012 - 09.2020
Critical Care Registered Nurse
Wake Forest Baptist Health
07.2006 - 07.2012
Police Officer
Winston-Salem Police Department
07.1991 - 05.2002
No Degree -
University of North Carolina At Greensboro
Bachelor of Science - Nursing
Winston-Salem State University
High School Diploma -
Mission High School
- PALS - Pediatric Advanced Life Support
- ACLS- Advanced Cardiovascular Life Support
- BLS- Basic Life Support
- North Carolina Nursing License 210355
- California Nursing License 95173233
- Connecticut Nursing License 150250
- Illinois Nursing License 041513028
- Massachusetts Nursing License RN2348017
- Minnesota Nursing License 2467039
- Nevada Nursing License 811010
- New York Nursing License 777756
- Ohio Nursing License 451438
- Pennsylvania Nursing License RN725377
- Rhode Island Nursing License RN65656
- Washington Nursing License RN60865054
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