I work in anything an everything I am team player and able to work alone .

1. Gabriela Castillo
422 S. Barnett Ave
Dallas, Texas 75211
Cell: (469)271-3965
castillogabbs@gmail.com
PROFESSIONAL EXPERIENCE
ADT Security System, Dallas, Texas Feb 2016- Current
Bi lingual Customer Service Rep
 Handle with internal and external customers via telephone and through correspondence;
successful communicate by activity listening and interview customers; both utilizing
English and Spanish customers.
 Assisted with billing and collection accounts, received payments and processed for customers.
Provide excellent customer service, while customers are in need of ensuring home safety as well
as health safety.
 Answer multiple incoming and outgoing calls directing phone calls and answering immediate
questions that customers’ needs resolved. By helping fix alarms system thru computer or guiding
customers how to change a battery. My job is to ensure that one call does it all.
Hyatt Regency Hotel, Dallas, Texas Nov 2012 – Feb 2016
PBX Operator/Reservations
 Provide excellent customer service with internal and external guest; handle guest
registration and room assignments; accommodating special request when possible and in
accordance with Hyatt policy; Pre-register, block reservations and take same day
reservations; and when necessary future reservations following hotel rate structures,
discounts, and sell strategies.
 Handle check-ins/check-outs in accordance with hotel credit/cash handling polices in a
efficient and friendly manner. Resolve customer complaints; assist customers in all
inquiries in connection with hotel services, in-house events, direction, local attractions,
check cashing, safety boxes, etc.; install phone (lines) in training rooms, ballrooms, and
meeting rooms.
 Answer multiple incoming calls to the hotel efficiently and courteously; directing phone
calls and messages to appropriate personnel or guest; assist all guest and employees with
prompt responses to request by logging information regarding problems/situations which
may require prompt attention and relaying to appropriate personnel.
 Assist with editing, proofreading, and finalizing system reporting; train new hires; trained
Hyatt employees CTC training both English and Spanish

2. U.S Treasury Dallas, Texas May 1995- May 2012
Bilingual Customer Service
 Handle with internal and external customers via telephone and through correspondence;
successful communicate by activity listening and interview customers; both utilizing
English and Spanish customers.
 Specialized in Collection, accounts and tax law issues; installment agreements issues;
handling releases, and made final determination in issuing levies and liens; solid
comprehension of all IRS manuals forms; instructions booklets and tax laws; worked
inventory and.
 Handled and resolved issues pertaining to taxpayers, collections accountant and
representatives in both personal and business accounts; Supervised, coached, and
counseled approximately sixteen (16) employees; implementing training course in ITIN
numbers; assigned, directed, and reviewed workflow from each employee; monitored
employee files for monthly compliance requirements by utilizing word, excel; and IRS
computer system to generate reports.
DISD Sam Houston Elementary
Bi-lingual Teacher Assistant August1994-May 1995
 Monitor daily arrival and departures of students; implemented weekly lesson plan and
assisted teacher(s) and principle with daily activities with required; assisted and
administer test to placed students in appropriate studies;
 Bilingual fluency in reading, writing and speaking English and Spanish
Department of Education May 1991- August 1994
Administrative Assistant
 Organize and accurately maintained filing systems of confidential information; Created
and improve forms to meet investigator’s standards; reviewed, analyzed vouchers, travel,
and accounting expenditures; planned and schedule meetings; answered various phones
inquires, both internal and external; manage communications via e-mail, phone, fax etc.
 Bilingual fluency in reading, writing and speaking English and Spanish documents
EDUCATION
Pursuing Associate in Arts of Applied business expected Spring 2018
Fair knowledge of Microsoft Word, Excel, Opera, Itendant, Reservation and Passkey; and familiar
with Access (data-entry); ADT Bilingual Certified.
Skills:
 Bi-lingual read, write, and speak English and Spanish
 Speak fair sign language
 Type 45 wpm,
Interest: Reading, crafts and Youth coordinator for Emmanuel Presbyterian church