Zolivia Caraballo
Cleveland
Summary
Experienced customer-focused professional with a strong background in customer service, retail operations, and hospitality. Demonstrated expertise in handling customer inquiries and resolving issues for a positive client experience. Proven ability to manage high-volume transactions while maintaining compliance with company policies. Collaborative team player skilled in conflict resolution, problem-solving, and multitasking in fast-paced environments. Passionate about providing top-tier service that enhances customer satisfaction and drives business success.
Overview
13
13
years of professional experience
Work History
Inventory Specialist (Management Level)
The Landing Dispensary
07.2023 - Current
- Inventory Management: Maintain accurate, real-time records of all inventory items, including cannabis products, packaging materials, and other related items
- Compliance: Ensure all products are tracked according to Ohio’s Medical Marijuana Control Program (MMCP) regulations, including proper labeling, reporting, and waste management
- Receiving and Documentation: Oversee product deliveries, verify product quantities, inspect for quality, and enter information into the inventory tracking system
- Auditing: Conduct regular physical inventory audits to compare on-hand stock with digital records and identify discrepancies
- Stock Organization: Ensure that all products are stored in an organized and efficient manner, with proper rotation to account for expiration dates
- Product Knowledge: Maintain awareness of product types, potency, and other key attributes, ensuring proper handling and storage for quality assurance
- Collaboration: Work closely with fulfillment, sales, and purchasing teams to ensure inventory levels meet customer demand while minimizing overstock or shortages
- Loss Prevention: Identify and address any issues related to potential loss, theft, or discrepancies in inventory levels
- Reporting: Prepare and submit inventory reports as required by management and regulatory agencies
- POS System Maintenance: Update and maintain product information in the dispensary’s Point of Sale (POS) system, ensuring data is accurate for sales and compliance
Personal Shopper
Instacart
01.2021 - Current
- Order Fulfillment: Accurately select, pack, and process customer orders based on specific product preferences and delivery instructions
- Product Selection: Choose high-quality, fresh items, paying attention to expiration dates, quality, and customer requests for substitutions when necessary
- Communication: Stay in regular contact with customers via the Instacart app to clarify order details, offer substitutions, or handle special requests
- Timely Delivery: Ensure orders are delivered within the designated time frame, maintaining punctuality and customer satisfaction
- Compliance with Store Policies: Follow each store’s specific guidelines and procedures while shopping and handling items
- Problem Solving: Address any issues with availability, product quality, or customer requests, and find quick solutions to keep the customer satisfied
- Payment Handling: Use the Instacart Shopper app to process payments correctly and keep track of order totals
- Health and Safety: Follow hygiene protocols and health guidelines, especially when handling groceries and interacting with customers
- Customer Service: Provide a friendly and professional experience, representing Instacart positively to ensure repeat business and favorable ratings
- Efficient Route Planning: Plan and execute efficient delivery routes to maximize productivity and minimize delays
Consumer Specialist
KeyBank
04.2022 - 07.2023
- Answering client questions, problem solving, educating and making suggestions that help deliver ease, value, and expertise to clients
- Providing technical support for Key’s online products and services (PC, mobile, and tablets)
- Collaborating with a wide range of Key employees to help solve client challenges
Operations Supervisor
Marriott International, Inc.
08.2018 - 01.2021
- Promote staff engagement and team work to provide optimum service so that guest needs are met in the Rooms and Food & Beverage operations
- Complete scheduled inventories and stock and requisition necessary supplies
- Monitor dining rooms for seating availability, service, safety, and well being of guests
- Complete work orders for maintenance repairs
- Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees; and serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process
- Complete designated cashier and closing reports in the computer system
- Review shift logs/daily memo books and document pertinent information in logbooks
- Process guest check-ins and promote room up-sales
- May2019 Employee of the Month
Night Auditor
Aloft hotel
07.2017 - 08.2018
- Balancing the accounts from day shift
- Managing front desk activity and handling guest check-ins and check-outs
- Ensuring customer satisfaction by scheduling wake-up-calls and other concierge activities according to guest preference
- Handling customer requests and complaints and directing other employees or departments accordingly
- Creating invoices, bills and checks for vendors, employees and contractors
- Managing and updating all official documentation pertaining to the role
- Ensuring that all end-of-day activities have been successfully executed by employees in all departments
- Answering calls and queries related to potential booking
Supervisor
Chick-Fil-A
04.2016 - 05.2017
- Works with owner, as part of a high performance leadership team, to execute their business strategy
- Multitasks in completing daily checklists while delegating employees in effort to complete a variety of tasks a day
Server
Paninis
02.2013 - 12.2015
- Delivered exceptional customer service in a fast-paced, high-volume restaurant, ensuring a positive dining experience
- Took accurate orders, managed multiple tables simultaneously, and coordinated with kitchen staff to ensure timely service
- Handled cash, processed payments, and maintained accurate records of transactions
- Resolved customer concerns promptly and professionally, maintaining a friendly and welcoming environment
- Contributed to team efforts by assisting with food preparation, cleaning, and restocking supplies
- Demonstrated excellent communication and multitasking skills while adhering to company standards and health regulations
Front Desk Agent
Dave & Busters
01.2012 - 02.2013
- Ensuring guests' initial impressions with Dave and Busters are positive and welcoming
- Guiding guests through the building and dining experiences, also working register to complete transactions and meeting sales quotas
Education
High school or equivalent - undefined
Cleveland Central Catholic High School
Cleveland, OH01.2012
Skills
- Customer service
- Auditing
- Conflict Management
- Order Fulfillment
- Microsoft Office
- Accounting
- Multi-line Phone Systems
- Guest Services
- Outlook
- Key Holder
- Cash Handling
- Office Administration
- Leadership
Timeline
Inventory Specialist (Management Level)
The Landing Dispensary
07.2023 - Current
Consumer Specialist
KeyBank
04.2022 - 07.2023
Personal Shopper
Instacart
01.2021 - Current
Operations Supervisor
Marriott International, Inc.
08.2018 - 01.2021
Night Auditor
Aloft hotel
07.2017 - 08.2018
Supervisor
Chick-Fil-A
04.2016 - 05.2017
Server
Paninis
02.2013 - 12.2015
Front Desk Agent
Dave & Busters
01.2012 - 02.2013
High school or equivalent - undefined
Cleveland Central Catholic High School
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