Deonika Patterson
Española,NM
Summary
Proven leader with extensive experience in customer service and staff management, notably at Ojo Caliente Mineral Springs. Excelled in enhancing customer satisfaction and streamlining operations, demonstrating strong delegation capabilities and technical knowledge. Achieved significant improvements in service quality and team productivity, leveraging skills in negotiation and conflict resolution.
Overview
8
8
years of professional experience
Work History
Cashier
Santa ClaranHotel And Casino
08.2016 - 06.2017
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
Slot Attendant
Santa Clara Hotel And Casino
08.2018 - 11.2018
- Managed cash handling responsibilities with accuracy and integrity while issuing payouts to winning patrons.
- Enhanced customer satisfaction by efficiently handling slot machine malfunctions and resolving issues promptly.
- Delivered exceptional customer service through friendly interactions and prompt assistance with guest inquiries or concerns.
- Connected with guests on personal level to build loyalty.
- Supported seamless operations during busy periods by effectively multitasking and prioritizing responsibilities as needed.
- Promoted responsible gaming practices, intervening when necessary to prevent potential problem gambling behavior.
- Educated guests on gameplay rules, betting procedures, and payout structures, enhancing their overall enjoyment of the casino atmosphere.
- Dispensed machine payouts and provided change for players.
- Troubleshot machine malfunctions and diagnosed root causes.
Cashier
ARC Thrift Store
07.2021 - 09.2021
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Stocked, tagged and displayed merchandise as required.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Answered questions about store policies and addressed customer concerns.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
Manager on Duty
Ojo Caliente Mineral Springs
06.2023 - 06.2024
- Trained employees in essential job functions.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Provided exceptional customer service, addressing concerns promptly and ensuring repeat business from satisfied clients.
- Enhanced customer satisfaction through consistent monitoring of service quality and staff performance.
- Collaborated with other managers on strategic initiatives, sharing best practices to achieve common goals across the organization.
- Mentored junior team members for career development, offering ongoing guidance on goal setting, skill-building, and performance improvement strategies.
- Improved team productivity by implementing efficient scheduling and task delegation processes.
- Ensured compliance with company policies, industry regulations, and safety standards by conducting regular audits and providing necessary training to employees.
- Initiated plans to improve customer relations, quality standards, and service efficiency.
- Established clear lines of authority within the team hierarchy which contributed towards improved collaboration amongst colleagues.
- Developed comprehensive reports for senior management, highlighting key performance metrics and areas for improvement.
- Monitored workflow to improve employee time management and increase productivity.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Achieved results by working with staff to meet established targets.
- Solicited customer feedback to identify and improve on areas of weakness.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Education
GED -
Northern New Mexico College
Española, NM05.2013
Skills
- Customer service focus
- Delegation capabilities
- Sales and Marketing
- Staff Training and Development
- Technical knowledge
- Policy Enforcement
- Staff Management
- Goal-Oriented
- Training and mentoring
- Inventory Oversight
- Staff Discipline
- Negotiation
- Customer Service
- Computer Skills
- Staff Training
- Business Analysis and Reporting
- Onboarding and Orientation
- Negotiation and Conflict Resolution
- Emergency Response
Work Preference
Work Type
Full TimeLocation Preference
HybridImportant To Me
Healthcare benefits401k match4-day work weekFlexible work hoursWork from home optionCareer advancementTimeline
Manager on Duty
Ojo Caliente Mineral Springs
06.2023 - 06.2024
Cashier
ARC Thrift Store
07.2021 - 09.2021
Slot Attendant
Santa Clara Hotel And Casino
08.2018 - 11.2018
Cashier
Santa ClaranHotel And Casino
08.2016 - 06.2017
GED -
Northern New Mexico College