Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Timeline
Zoe Hodge

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

Northern Kentucky University, Newport, KY
05.2016 - 2018.03

Certified Biller & Coder - Medical Billing & Coder

Penn Foster College, Scottsdale, AZ
03.2019 - 2021.04

High School Diploma -

Amelia High School, Batavia, OH
08.2011 - 2015.05

Skills

    Risk management

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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 - 2021.04
General Store Manager/IT Support Specialist - Karat Street / Global IT LLC
02.2018 - 07.2021
Northern Kentucky University - Accounting Minor, General Studies
05.2016 - 2018.03
Amelia High School - High School Diploma,
08.2011 - 2015.05

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Zoe HodgeMulti-Talented Professional