Shemicka Hodge

Experience

• 

  American Express

  May 2002 - Jan 2003

  Customer Focused Sales Representative

  • Responded to inbound telephone inquiries and complaints• Informed customers about services available and assessed customer needs • Serviced customer accounts according to standard procedures and protocols• Advising customers of account status, consequences, and offering payment solutions, as well as reducing days delinquent, and preventing call and account escalations

• 

  Gap Inc.

  Nov 2004 - Jun 2009

  • Participated in Applicant Screening process, Interviews, and Panels• Performed weekly/monthly audits on store paperwork, business results• Performed weekly payroll, using the new payroll method and program• Handle customer conflict on daily basis, over phone and in-store, to decrease escalations to Corporate office.• Responsible for giving feedback in the moment to sales associates on my team, as well as, weekly touch bases.• Trained Logistic Experts through role modeling, role playing, and hands-on experience to process shipments, lead sales floor by driving business results, maintained organizational systems, prepared and prioritized daily tasks for team of sales associates Show less • Accounted for all shipment (ranging from 100 to 5000 products per week), and receiving processing procedures to meet floor-ready standards• Performed payroll manually on a weekly basis, before new system was introduced.• Lead the district wide feedback program, communicated through conference calls and email, for 13 stores• Maintained cleanliness of the facility, Ensured floor was replenished per company guidelines and staff enforcement• Managed shipment, supplies, and fixtures to communicate the needs of the leadership team Show less

  • Brand Visual Expert

    May 2008 - Jun 2009

  • Stock Supervisor

    Nov 2004 - May 2008
• 

  Allscripts

  Feb 2012 - now

   Provide Level Two support and expert knowledge regarding technical desktop issues for Cloud-hosted (SaaS) and On-Premise Electronic Health Record and Practice Management clients for small to medium-sized doctor’s offices, including all faxing issues and integration, hardware troubleshooting, first- and third-party software installation/configuration, and installation/integration for printing, scanning, medical devices and signature pads. Support remote analysts in Raleigh and India with product advisor assistance Provide guidance, training and backlog assistance for all supported products. Serve as Designated Subject Matter Expert on Desktop Technical Support while continuing to expand responsibilities of Technical Support Analysts and quarterbacking needs for the Desktop Technical Support team. Show less  Research reported issues in internal and client-facing applications  Implement fixes and work with other developers to see those issues through to resolution  Provide answers and/or escalation assistance for sales and other support personnel whoreceived questions that were technical in nature. Document resolutions with Knowledge Based articles to be referenced by team members Provided support with client AIX server issues Provide support with Hosted and On premise Server issues Provide Windows desktop/server support Assist Third-Party IT users with System Administrator tasks Order and replace Maintenance Items Diagnosed and resolved customer questions or problems via phone and online help in the areas of system configurations/setup, product functionality and bugs/enhancements. Provided client install assistance and maintenance of Pro EHR and PM applications, faxing systems, printers and scanning, medical devices, as well as, Integrating Third Party Application Solutions, including Apple IPad/IPhone, Topaz Signature Pads. Analyzed functional and technical cases to provide a resolution aligned with customer metrics. Partnered with Product Development team to improve current design or identify possible problems with design, and with Development and Engineering groups to troubleshoot and resolve bugs, defects and software issues. Identified Professional Services or Product Sales opportunities arising from customer calls. Tracked and logged inbound support requests of customer problems or issues. Documented issues and solutions to train junior-level support. Promoted to Product Advisor for Desktop Team April 2016. Show less

  • Senior Support Consultant & Product Advisor

    Feb 2016 - now

  • Technical Support Consultant

    Feb 2012 - Feb 2016
• 

  Veradigm®

  Mar 2018 - now

  Expert Support Consultant & Product Advisor

  -Maintain the same duties as Senior Support Consultant, Level Three support as a Desktop Mentor, supporting associates in India, Raleigh office and remote employees.-Take over escalated issues and work them if not resolved after 60 days-Maintain backlog for team and ensure that cases are followed up on within a reasonable timeframe-Work with the Hosted and Management team to resolve Major Incidents quickly by giving input for my expertise, I am also responsible for running some SQL scripts as needed and have been given elevated privileges in Hosted domain for troubleshooting purposes.-Determine best processes for Desktop cases and working with teams within Allscripts to streamline and document best practices and processes-Attend Vendor meetings for 3rd party products that interface with Allscripts applications-Have 1:1 meeting with support analysts to discuss cases, issues, and employee concerns to bubble up to management-Team Lead for the New Allscripts Developer Support group, fielding break/fix Vendor API issues working with QA, Development and Hosting team to quickly resolve client issues. (2021) Show less