Zoe Hodge
Multi-Talented Professional
Jacksonville,FL
Business opportunities are like buses, there’s always another one coming.
Richard Branson
Summary
Dependable, detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Looking to seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management, and problem-solving skills.
Overview
5
5
years of professional experience
8
8
years of post-secondary education
3
3
Certifications
Work History
Human Resources Specialist
Amazon
Remote, FL
05.2022 - 07.2023
- Organized and detail-oriented with a strong work ethic.
- Passionate about learning and committed to continual improvement.
- Proved successful working within tight deadlines and a fast-paced environment.
- Learned and adapted quickly to new technology and software applications.
- Gained extensive knowledge in data entry, analysis and reporting.
- Managed time efficiently in order to complete all tasks within deadlines.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Worked flexible hours across night, weekend and holiday shifts.
Service Desk Analyst
Urgently LLC
Remote, FL
08.2021 - 05.2022
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Engaged in user support interactions via telephone, chat and email platforms.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
- Developed short-term goals and long-term strategic plans to improve risk control and mitigation.
- Designed and monitored underwriting scorecards and related predictability.
- Taught employees how to control risks at front line.
- Investigated allegations to check validity and recommend actions to minimize risk.
- Informed financial decisions by analyzing financial information to forecast business, industry or economic conditions.
- Built and harmonized operations reports for team leaders, senior managers and executives.
- Produced accurate and timely collections reports, facilitating measurement, decision-making and engagement with customers.
General Store Manager/IT Support Specialist
Karat Street / Global IT LLC
Kissimmee, FL
02.2018 - 07.2021
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Provided excellent customer service, promoting membership loyalty and increasing customer satisfaction rates.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Managed backup and recovery of data assets to safeguard system availability.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Researched product and issue resolution tactics to address customer concerns.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Assisted with updating technical support best practices for use by team.
- Configured hardware and granted system permissions to new employees.
- Developed short-term goals and long-term strategic plans to improve risk control and mitigation.
- Promoted enterprise-level risk management practices and helped instill strong culture focused on protective policies and procedures.
- Instituted regular safety inspections and hazards management strategies to keep operations compliant.
- Investigated allegations to check validity and recommend actions to minimize risk.
- Taught employees how to control risks at front line.
- Reviewed contracts and agreements to identify potential risks and ideal mitigation strategies.
- Established strategy for operations reporting and analytics, identifying key needs for deliverables.
- Designed and monitored underwriting scorecards and related predictability.
- Looked at current and new merchants and individual sales to evaluate fraud, chargeback and compliance risks.
- Monitored industry, technological and economic developments to stay current on potential risks.
- Produced and filed reports to inform senior management of current activities and progress with investigations.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Trained new team members on live chat procedures and customer service protocols.
- Handled inbound customer chat conversations from various websites.
- Assisted team leader with coaching and mentoring of new employees.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Responded to customer inquiries and provided accurate information about products and services via live chat, live phone calls, and via live email.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
Education
Accounting Minor - General Studies
05.2016 - 03.2018
Certified Biller & Coder - Medical Billing & Coder
03.2019 - 04.2021
High School Diploma -
08.2011 - 05.2015
Skills
Risk management
Recruitment
Team Building
Self-Motivated
Training and Development
Helpdesk call support
Desktop support
Customer service expert
Technical Support
Flexible and Adaptable
Data Entry
Teambuilding
Trend Analysis
Merchant monitoring
Certification
Red Cross Certification
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Human Resources Specialist - Amazon
05.2022 - 07.2023
Service Desk Analyst - Urgently LLC
08.2021 - 05.2022
Penn Foster College - Certified Biller & Coder, Medical Billing & Coder
03.2019 - 04.2021
General Store Manager/IT Support Specialist - Karat Street / Global IT LLC
02.2018 - 07.2021
Northern Kentucky University - Accounting Minor, General Studies
05.2016 - 03.2018
Amelia High School - High School Diploma,
08.2011 - 05.2015