STEFANY ZORRILLA
Riverview
Summary
With 10 years of customer service experience, I am committed to delivering exceptional support, and resolving issues with empathy and efficiency. I’m eager to contribute my problem-solving skills, and customer-focused approach.
Overview
11
11
years of professional experience
Work History
Small Business Owner
Self Employed
Riverview
02.2021 - Current
- Founded and managed a culinary business specializing in Dominican food, catering, meal prep, and pop-up events.
- Oversaw financial management, including budgeting, cost control, and revenue optimization.
- Analyzed sales trends, adjusted pricing, and identified opportunities for upselling.
- Managed invoicing, payments, and financial reporting for tax purposes.
- Controlled cash flow and ensured that funds were allocated for business needs and seasonal fluctuations.
Customer Service Ambassador/ Sales
Macy's Inc.
Clearwater
07.2019 - 03.2020
- Assisted customers with orders, returns, and shipping inquiries, ensuring a smooth shopping experience.
- Upsold and cross-sold products, driving sales and customer satisfaction.
- Processed orders, adjustments, and cancellations with accuracy.
- Resolved customer issues with professionalism and problem-solving.
- Utilized CRM tools to track orders and maintain data integrity.
- Stayed current on products, policies, and promotions to provide accurate support.
Sales Associate
Target
Tampa
12.2017 - 04.2019
- As a sales Associate I Ensured high levels of customer satisfaction through excellent sales service.
- Assess customers needs and provide assistance and information on product features.
- Welcome customers to the store and answer their queries.
- Follow and achieve department's sales goals on a monthly, quarterly and yearly basis.
- Built rapport with customers by asking probing questions and utilizing effective listening skills.
- Successfully assisted customers with product selections and purchases, e-service transactions
Agent/Supervisor
THG Dominican
Santo Domingo
11.2015 - 11.2017
- Supervised agents handling high-volume calls for medical and apartment clients.
- Monitored performance, coached agents, and ensured SLA adherence.
- Trained new hires and managed shift schedules to optimize call flow.
- Resolved escalations, maintaining high customer satisfaction.
- Analyzed metrics to improve processes and track KPIs.
Customer Service Agent- Credit Cards and Business
Vimenca
Santo Domingo
08.2015 - 10.2015
- Assisted personal and business banking clients with credit card inquiries, account maintenance, and transactions.
- Supported business clients with account setup, fund transfers, and merchant services.
- Handled sensitive data in compliance with banking regulations and security protocols.
- Resolved disputes, processed chargebacks, and coordinated fraud investigations.
Team Leader/Trainer
Target
Tampa
05.2014 - 07.2015
- Led a team to achieve sales goals and maintain operational standards in a high-volume retail environment.
- Trained and coached associates on product knowledge, customer service, and operational procedures.
- Managed scheduling, staffing, and task delegation to ensure optimal productivity during peak hours.
- Monitored daily operations, including cashiering, returns, and stock replenishment.
- Resolved customer concerns with empathy, maintaining a positive store atmosphere.
- Promoted a culture of teamwork, respect, and exceptional guest service.
Education
Expanded Functions Dental Assistant -
Dental Careers School of Tampa Bay
Tampa, FL01.2018
High School Diploma -
El Eden
Dominican Republic06-2010
Some College (No Degree) - Business Administration
Universidad Autonoma De Santo Domingo
Dominican RepublicSkills
- Conflict resolution
- Effective communication
- Team leadership
- Critical thinking
- Call escalation
- Empathy and patience
- Microsoft office
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Small Business Owner
Self Employed
02.2021 - Current
Customer Service Ambassador/ Sales
Macy's Inc.
07.2019 - 03.2020
Sales Associate
Target
12.2017 - 04.2019
Agent/Supervisor
THG Dominican
11.2015 - 11.2017
Customer Service Agent- Credit Cards and Business
Vimenca
08.2015 - 10.2015
Team Leader/Trainer
Target
05.2014 - 07.2015
Expanded Functions Dental Assistant -
Dental Careers School of Tampa Bay
High School Diploma -
El Eden
Some College (No Degree) - Business Administration
Universidad Autonoma De Santo Domingo
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