Victoria Gonzalez-Castillo
Interpreter
Philadelphia,PA
Summary
I define myself as being proactive and diligent, I like things to go as well as possible, I like to interact and meet new people, I am social, I like to practice empathy, I also like to learn something new every day in order to give the best of myself to others.
I studied tourism and hotel business administration in my native Dominican Republic and worked for a time as a tour guide. This job gave me the opportunity to meet people of different nationalities and to develop my customer service skills. Then I came to the United States and once here I began working in a real estate company as a customer service and interpreter, giving me the opportunity to develop communication techniques and a deeper understanding of the real estate business and thus give more details to the client about the service that the company provides and the product it offers in English, Spanish, and Haitian Creole.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Get’er Done Home Buyer’s
10.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Spanish Interpreter
Get’er Done Home Buyer’s
05.2021 - Current
- Delivered exceptional customer service to both English-and Spanish-speaking clients through skillful written and verbal communication abilities.
- Facilitated clear communication between healthcare providers and patients, bridging language barriers for optimal care delivery.
- Strengthened relationships with clients by providing culturally sensitive interpretations that demonstrated respect and understanding.
- Contributed to increased client satisfaction by providing effective language support during important meetings.
- Maintained message content, tone, and emotion as closely as possible.
- Demonstrated exceptional attention to detail when translating sensitive documents such as contracts or legal agreements, ensuring the utmost accuracy and confidentiality at all times.
tourist guide
Get to know Puerto Plata with Victoria
03.2017 - 01.2021
- Este trabajo consistía en ofrecer un servicio optimo de recorrido en la ciudad de Puerto Plata, era un trabajo independiente donde yo ofrecía servicios de traducción a personas que no hablaban el español, visitas a lugares icónicos de la ciudad de puerto plata y ofrecía conocimientos de las áreas menos explotadas por el turismo en puerto plata.
Education
Interpreter Certification Program - Interpreter Orientation Program
AOPC
Philadelphia, PAAdministración de empresas turísticas y hoteleras - Turismo
Universidad tecnológica de Santiago (UTESA)
Puerto Plata, República Dominicana07.2025
Administración de empresas turísticas y hoteleras - Técnicas de servicios en habitaciones hoteleras
INFOTEP
Santiago, República Dominicana08.2018
Turismo - El Mobbing Laboral
Universidad Tecnológica de Santiago (UTESA)
Puerto Plata, República Dominicana06.2018
Turismo - Retos del Turismo Responsable
Hotel Novus Caoba Escuela Hotelera
Valverde Mao, República Dominicana03.2017
Certificado nivel medio - Secundaria
Liceo Madre Teresa de Calculta
Puerto Plata, República Dominicana10.2016
Medio Ambiente - Formación ambiental y biodiversidad
Instituto metropolitano de formación ambiental
Puerto Plata, República Dominicana04.2016
Inglés - Inglés avanzado
Creation English institute
Puerto Plata, República Dominicana02.2015
Skills
- Trilingüe
- PowerPoint y Microsoft Word
- Control de emails
- Buena comunicación escrita y verbal
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Conflict Resolution
- Complaint Handling
- Computer Proficiency
- Microsoft Excel
- Complaint resolution
- Client Relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Microsoft Outlook
- Call Management
- Product Knowledge
- Appointment Scheduling
- Team Development
- Administrative Support
- Data Collection
- Building rapport
- Multi-line phone talent
- Sales expertise
- Conflict Mediation
- Key stakeholder relationship building
Personal Information
- Hobbies: Mi hobbie favorito es conocer nuevas personas ya sea online
- De manera física, me gusta cocinar, leer, la música, pasar tiempo con familiares, amigos e ir al parque
- Áreas verdes.
Awards
10/01/16, Por haber alcanzado una de las calificaciones más altas en pruebas nacionales
Volunteer Experience
Cuerpo de Bomberos de Montellano, 04/01/16, 06/01/16, Fue una experiencia placentera, conocí a muchas personas y fue genial ayudar a los demás.
Timeline
Customer Service Representative
Get’er Done Home Buyer’s
10.2022 - Current
Spanish Interpreter
Get’er Done Home Buyer’s
05.2021 - Current
tourist guide
Get to know Puerto Plata with Victoria
03.2017 - 01.2021
Interpreter Certification Program - Interpreter Orientation Program
AOPC
Administración de empresas turísticas y hoteleras - Turismo
Universidad tecnológica de Santiago (UTESA)
Administración de empresas turísticas y hoteleras - Técnicas de servicios en habitaciones hoteleras
INFOTEP
Turismo - El Mobbing Laboral
Universidad Tecnológica de Santiago (UTESA)
Turismo - Retos del Turismo Responsable
Hotel Novus Caoba Escuela Hotelera
Certificado nivel medio - Secundaria
Liceo Madre Teresa de Calculta
Medio Ambiente - Formación ambiental y biodiversidad
Instituto metropolitano de formación ambiental
Inglés - Inglés avanzado
Creation English institute
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