Hi, I’m
Deyanira Hodge Tomas
Lancaster,PA
Summary
Dynamic Service Manager at Penn Medicine with expertise in service performance monitoring and root cause analysis. Proven track record in enhancing customer satisfaction through effective problem-solving and employee training. Skilled in developing standard operating procedures and fostering a safe work environment, driving operational excellence and team performance. Flexible hard worker ready to learn and contribute to team success.
Overview
13
years of professional experience
Work History
Penn MedicineLancaster, PA
Patience Service Manager
10.2024 - Current
Job overview
- Created detailed reports on service activities for senior management review.
- Monitored service performance metrics to identify areas of improvement.
- Coordinated with other departments within the organization to ensure seamless delivery of services.
- Maintained accurate records of all service requests, including resolution times and costs incurred.
- Performed root cause analysis on recurring problems encountered by customers.
- Created standard operating procedures for all service functions.
- Trained new employees on the use of customer relationship management software systems.
- Resolved customer complaints in a timely manner.
- Created employee work schedules to keep shifts properly staffed.
- Hired and trained service department staff to drive performance.
- Oversaw daily operations of the service department, including scheduling and workflow management.
- Established and enforced safety protocols to ensure a safe working environment for all employees.
- Implemented customer feedback mechanisms to gather insights and improve service offerings.
Lancaster Marriott at Penn SquareLancaster, PA
Assitant Banquet Manager
03.2012 - Current
Job overview
- Provided exceptional customer service to all guests during events.
- Ensured that all employees are following safety protocols when handling hazardous materials or equipment.
- Created detailed reports on banquet activities including financial summaries and labor costs.
- Assisted Banquet Manager in training, supervising, and scheduling banquet staff.
- Resolved any guest complaints or concerns promptly and efficiently.
- Planned seating arrangements based on number of guests attending the function.
- Maintained detailed records of stock and reviewed inventory to plan events.
- Ensured compliance with health and safety regulations during banquet operations.
- Assisted in menu planning and presentation to ensure alignment with event themes and client preferences.
Education
Hacc Comunity CollegueLancaster, PA
Associate of Arts
Skills
- Service performance monitoring
- Root cause analysis
- Customer relationship management
- Standard operating procedures
- Employee training
- Workflow management
- Coaching and mentoring
- Problem-solving
- Customer service management
- Performance evaluations
- Shift scheduling
- Work Planning and Prioritization
- Staff management
- Office administration
- Compliance enforcement
- Workplace safety
- Data management
- New employee hiring
- Employee supervision
- Customer satisfaction measurement
- Relationship building
Languages
Spanish
Professional
English
Professional
Timeline
Patience Service Manager
Penn Medicine
10.2024 - Current
Assitant Banquet Manager
Lancaster Marriott at Penn Square
03.2012 - Current
Hacc Comunity Collegue
Associate of Arts
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