Zahory Castillo

Bilingual professional with a Bachelor's Degree in English with emphasis in Translation. Strong communication, translation, and administrative support skills in both English and Spanish. Highly organized, detail-oriented, and capable of assisting with documentation, correspondence, and office coordination in international work environments.

Volunteer at Fire Department (2018-01 – 2021-12)

• Maintained a 0% safety incident, ensuring strict adherence to evacuation protocols as part of a high-performance frontline team.

Spanish Tutor (Online) at Fiverr (2021-01)

• Provided personalized online instruction, adapting teaching methods to different learning styles to ensure student progress and engagement.

Tourist Guide & Translator at Noah's Necessities (2022-01 – 2023-12)

• Led guided tours for groups of international visitors, delivering historical and cultural insights in both English and Spanish.
• Handled diverse customer needs and resolved issues calmly while maintaining a professional and friendly attitude.

Customer Service Agent at Alorica (2024-01 – Present)

• Managed a high volume of 50+ daily international customer interactions, maintaining a 95% satisfaction rate through phone and digital channels.
• Resolved 100% of escalated customer complaints by applying advanced de-escalation techniques, meeting all monthly performance KPIs.

Bachelor's Degree in English (Translation Focus) – Universidad Latina de Panamá (2016-01 – 2024-12)

High School Diploma in Science – Centro Educativo de Progreso (2010-01 – 2015-12)

Course in English as a Second Language – Universidad Tecnológica OTEIMA (2015-01 – 2015-12)