Rozenny Tatcho Alviz

I am an outgoing woman with a sense of taste in fashion, I love going to the beach and experiencing a little bit touch of nature but I am specific in every detail when it comes to ambience where I usually stay. I prefer a comfy and sassy type of designs. I love to design my own space with an upbeat style. I used to work at my most recent employer, InterContinental Hotel Groups where I chose a botique hotel called Hotel Indigo as my hotel brand which represents myself because I have a colorful life and I love colorful things. With that being said, I'd love to travel and I'd love to witness how comfortable it is to stay somewhere you've never been and somewhere you've been dreaming of.

I've been working with the BPO (Call center) industry for almost 5 years now with different specialties, I started working in SITEL as a Payment specialist for a financial bank account called Capital One way back August 2011 where I processed payments, identified and resolved billing complaints. Solved customer’s problems in an effective/creative manner in a challenging position to reach the goal and commended by management for consistently meeting and exceeding departmental quotas and quality control requirement.

I moved to a different company May 2014 due to maternal issues and started working as a Billing specialist in Convergys for a satellite provider called DIRECTV where I evaluated financial status and established budget payment plans. Followed and reported status of delinquent accounts. Reviewed accounts for possible assignment and made recommendations to Billing Supervisor, also prepared information for possible callbacks.
I was transferred at a higher department May 2015 where I became a Fraud Analyst at another Financial Bank account called Citibank where I investigated customer call disputes and recommended or denied applicable credits. Contacted customers regarding suspicious activity on their accounts. Worked closely with other departments within company to investigate and resolve fraudulent and other high usage.

I received a contractual offer November 2015 at a different company which is also a financial account for student loans in Teleperformance, where I worked as a Solutions Navigator. I followed a proven process of corresponding and communicating with borrowers to share important information and guidance so they can get back on track to successful repayment by counseling the borrowers. Helped borrowers with their financial education by educating students about not defaulting on their student loans by giving them options to reduce their payment or to postpone their payments by deferment or forbearance.

Upon finishing my contract with Teleperformance, I was engaged at a different line of business related to hotel industry that operates just like a BPO but serves as an in house or central reservations for 11 different hotel brands across the country. May 2016, I became a Reservation Sales Specialist in Intercontinental Hotels Group where in I utilized proper selling techniques and strategies to maximize budgeted room occupancy and ancillary revenue goals. Provided prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations and information.

I have also experienced teaching for a few months as reliever at Monol International Education Institute where I discussed the purposes of learning English as a second language with the class, asked students about their desire to learn English to increase their access to resources or opportunities and to exercise their own skills.
Assessed student’s outcomes every session with a formal assessment, performance-based evaluation and accomplishment of the objectives for the lesson to set goals for the next session accordingly.

Lastly, I've been a tour guide at a certain tourist spot here in my hometown called Tree Top Adventure known for the zip lines where I played an active role in the welcoming, enjoyment and safekeeping of all visitors. Deal effectively and courteously with all visitors and team members. Explained all details of payment to the customers and provided clean & clear details of sales. That was my first job.

With that being said, I know I am capable of being an effective Customer Support with all of my working experiences applied to all BPO industries here in my hometown. I can be dedicated as I am to have a passion in a whole new different level of teaching to my students regardless of their race. I know I can help them learn more & engage with activities that will mold their understanding at a better perspective.