Zoe Hoch
Massillon
Summary
Detail oriented and compassionate professional that enhances client outcomes through effective case management and crisis intervention. Skilled in multitasking and adaptability, I excel in fast-paced environments, achieving significant improvements in client service delivery. Expert in relationship building and referral coordination, I bring a comprehensive skill set to address and support diverse client needs.
Overview
16
16
years of professional experience
Work History
Social Services Worker II
Stark County Job and Family Services
08.2021 - Current
- Conducted comprehensive assessments to identify clients'' needs and determine appropriate services.
- Maintained accurate and up-to-date case files, ensuring compliance with agency guidelines and state regulations.
- Improved client outcomes by developing and implementing individualized case plans.
- Developed strong rapport with clients by demonstrating active listening skills and empathetic understanding of their circumstances.
- Provided crisis intervention services, effectively deescalating tense situations and connecting individuals with appropriate support systems.
- Provided social work services, individual, and family therapy and referrals.
- Assisted clients in identifying community resources and connecting with appropriate services.
- Work with a sense of urgency and occasionally in crisis situations.
Registered Behavior Technician
Applied Behavioral Connections
11.2020 - 12.2021
- Promoted positive behavior change by utilizing reinforcement strategies and behavior contracts.
- Improved client behavior by implementing individualized ABA therapy plans and tracking progress.
- Observed, monitored and recorded problem behaviors through accurate behavior-consequence data collection, graphs, and anecdotal notes.
- Prevented instances of maladaptive behavior escalation using de-escalation techniques while maintaining a safe environment for both staff members and clients alike.
- Maintained detailed records of client progress, enabling data-driven decision making for intervention adjustments and goal development.
- Developed rapport with clients and families, fostering trust and open communication essential to successful treatment outcomes.
Brand Operations Manager
Pink - Victoria Secret
10.2015 - 08.2020
- Trained, mentored and motivated employees to maximize team productivity.
- Accurately managed shipment processing, providing direction to associates and overseeing inventory activities.
- Motivated employees to share ideas and feedback.
- Reduced process lags and effectively trained team members on best practices and protocol.
- Cultivated and strengthened relationships with customers, vendors and internal stakeholders.
- Aligned operational boundaries between processes and production demands.
- Developed and oversaw strategies for improving operational efficiency and accuracy.
- Managed daily operations, including shipment, processing in efficient manner, client relations and back office paperwork.
- Analyzed internal financial and technical data to develop a plan to hit daily goals and goals in which we are behind to get back on goal.
Retail Sales Associate Cashier
Pink- Victoria Secret
05.2011 - 10.2015
- Maintained a clean and organized store environment, contributing to a positive customer experience.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled high volume transactions during peak periods without compromising service quality or accuracy.
- Operated POS terminals and cash drawer balancing.
- Demonstrated adaptability by working various roles as needed including cashiering, stocking shelves, or assisting in the fitting room area.
- Assisted customers by answering questions and fulfilling requests.
Restaurant Hostess
Mad Mex Happy Valley
03.2014 - 07.2014
- Demonstrated strong multitasking skills by handling telephone inquiries while attending to in-person guest needs seamlessly.
- Handled high-pressure situations gracefully, managing multiple tasks simultaneously while maintaining a calm demeanor.
- Answered customer questions about hours, seating, and menu information.
- Maintained an organized waitlist for busy times, ensuring efficient seating of guests.
Student Worker
Penn State Counseling and Psychological Services
08.2013 - 05.2014
- Obtained and organized files and research papers to make important documents easier to find.
- Stocked materials in organized and useful manner.
- Assisted with clerical needs including answering telephone calls, performing database management and drafting correspondence.
- Answered phone calls per day and took messages or transferred to appropriate party.
- Coordinated project files to support secretaries and enhance team success.
- Supported office needs including taking messages, scanning documents and routing business correspondence.
- Completed assigned duties and consistently produced high volume of work to support daily business needs.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
Housekeeper
Astoria Skilled Nursing and Rehabilitation
06.2012 - 08.2012
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Collaborated with other housekeeping staff to complete tasks efficiently and effectively.
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
- Maintained a spotless environment for guests through diligent daily housekeeping tasks.
- Prioritized guest comfort through attentive service, responding swiftly to special requests or concerns.
Restaurant Busser and Hostess
Angello’s Italian Cuisine
02.2009 - 08.2011
- Enhanced customer satisfaction by ensuring tables were cleared and cleaned promptly after guests left.
- Maintained a clean and safe dining environment by sweeping floors, wiping down surfaces, and keeping walkways clear of debris.
- Assisted servers in managing their sections effectively, providing timely water refills and bread service.
- Increased efficiency in table turnover by quickly clearing dirty dishes and preparing tables for the next guests.
- Greeted guests with a friendly and polite manner and lead them to their tables.
Education
Bachelor Of Science - Criminology
Pennsylvania State University
University Park, PA05.2020
Bachelor Of Science - Psychology
Pennsylvania State University
University Park, PA12.2018
Skills
- Homelessness prevention
- Caseload management
- Abuse and neglect investigation
- Client advocacy
- Treatment Planning
- Substance abuse awareness
- Self-care strategies
- Child welfare expertise
- Empathy display
- Progress documentation
- Family dynamics
- Court report preparation
- Substance abuse monitoring
- Foster care placement
- Mental health
- Disadvantaged youth programs
- Substance abuse treatments
- Trauma-informed care
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Adaptability and flexibility
- Case documentation
- Relationship building
- Task prioritization
- Conflict resolution
- Crisis intervention
- Adaptability
- Case management
- Referral coordination
Groups
· Member, NAMI
· Member, Pennsylvania State University Alumni Association
· Member from 2015-2020, Active Minds
· Member from 2015-2018, Psychology Club
Languages
English
Native or Bilingual
Spanish
Elementary
Timeline
Social Services Worker II
Stark County Job and Family Services
08.2021 - Current
Registered Behavior Technician
Applied Behavioral Connections
11.2020 - 12.2021
Brand Operations Manager
Pink - Victoria Secret
10.2015 - 08.2020
Restaurant Hostess
Mad Mex Happy Valley
03.2014 - 07.2014
Student Worker
Penn State Counseling and Psychological Services
08.2013 - 05.2014
Housekeeper
Astoria Skilled Nursing and Rehabilitation
06.2012 - 08.2012
Retail Sales Associate Cashier
Pink- Victoria Secret
05.2011 - 10.2015
Restaurant Busser and Hostess
Angello’s Italian Cuisine
02.2009 - 08.2011
Bachelor Of Science - Criminology
Pennsylvania State University
Bachelor Of Science - Psychology
Pennsylvania State University
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