Janice Pegalan-Sikat

JANICE PEGALAN-SIKAT L2 B157 Adela cor Southsea St. Rizal, Makati City Email:-Contact No- PROFESSIONAL EXPERIENCE Account Manager for an Australian Cloud Provider Technoglobal Team February 2018 – April 2018 My role as an Account Manager is to focus on growing the success of our Partners and equipping them with the right products and services to meet the tailored needs of their customers.  Daily Tasks of an Account Manager: - Generate quotes/proposals and manage cold leads - Facilitate Introductory calls to introduce company’s Cloud Solutions or offerings - Account management Senior Analyst ADP Philippines May 2015 – February 2018 I am part of the Implementations team. It is my role to assist clients in transitioning their Payroll platform to the Current version.   Daily Tasks of an Implementations-Migrations Specialist: - Research on client's account/database setup upon assignment - Schedule kick off call with client to discuss nature of migration, timeline & requirements - Perform tests to ensure client's database is migration ready - Facilitate Portal Walkthrough calls post migration - Assist client during 1st payroll processing under the new platform Awards/Recognition (FY-) - Recognition Award for Balanced Performance (November) - Top Migrations Award for the month of October & November - Awarded Net Promoter Score (NPS) Winner for the month of April VOICE & DATA SERVICES MANAGER West Contact Services Inc. August 2012 – July 2014  Daily Tasks of an Order Specialist: - Facilitate Technical Assurance call with customer, Technical Consultant & Sales - Input order in various Dos-based and web-based applications   Daily Tasks of an Order Manager: - Set up conference calls to update Sales team and customer of order progress and delays - Manage order unto completion and make sure target dates are hit - Coordinate with internal teams for any delays/missed critical dates - Coordinate the Test & Turn Up Call between customer and the Technician. - Check on customer if their system is working fine after Test & Turn Up and if request was processed as ordered. Achievements: - Transitioned to a more complex role of Managing Orders of two other teammates. - Entrusted to handle a project for high revenue clients TIER 2 TECHNICAL SUPPORT (LINE TESTER) Wipro BPO, Eton Centris, Edsa cor. Quezon Avenue November 15, 2010 – August 2012  Perform and analyze line tests and Performance errors  Analyze root cause of customer’s problem whether a line issue, an order issue or modem-related  Perform L1 troubleshooting: Wireless & Ethernet connection setup, browser and modem troubleshooting L2 TECHNICAL SUPPORT Convergys, Robinsons Equitable Tower – Ortigas November 3, 2008 to June 15, 2010  Identify and resolve internet connectivity problems (Ethernet and Wireless connection) as well as modem/ router issues  Provide troubleshooting steps in account setup, can’t send-receive issues with Outlook, Outlook Express, Mac mail, Webmail  Troubleshoot web-portal and browser issues  IPTV and VOIP troubleshooting  Provide information in Remote control programming  Up sell EDUCATION Post Graduate: Tertiary: Secondary: Primary: University of Makati, Certificate in Teaching (Earned 6 units) Pamantasan ng Makati, AB English (2001 graduate) Southern Rizal Institute (1996 graduate) Guadalupe Elementary School (1992 graduate) JANICE PEGALAN-SIKAT Applicant