Janice Pegalan-Sikat

I started my journey in the BPO Industry as a Customer Service Representative, taking calls for a Utility company in the US. Callers asking for information & credit, billing questions, complaints are the type of calls I have handled for this role. I also worked for a US Telco giant as a Technical Support Representative (TSR) where troubleshooting DSL connection was the main task. I started as Tier 1 TSR and eventually got hired for a Tier 2 TSR role. Tier 2 TSRs focus more on fixing DSL issues outside of the customer's house going to the Central office, whereas Tier 1 Support focuses on fixing connection/wiring issues inside the house. 

As I gained more experience in call handling, I was able to transition to an Order management role where I managed end to end order life cycle. With this role, I have mastered the skill of tracking critical dates, coordinating with other teams, pushing for deadlines, account handling from order acceptance to turnover. 

Couple more years of working as an Order Manager, I was entrusted to handle a Project which then opened doors for me in Project Management. I have handled both software migration projects and Implementation projects for a US Payroll company. As a Project Manager, I facilitate conference calls, conduct Walkthroughs and train clients.

In 2018, I was an Account Manager for an Australian cloud provider. The role taught me a lot about Sales processes, account management, quote creation, presentation, etc.

Overall, I am happy with all my work experiences as it shaped me into who I am today and what I can bring into the table. 

Lastly, I am a cheerful person, highly trainable and providing customer service is my type of work.