JANICE M. ROQUE
Seeking a position to utilize my skills and abilities in the Business Industry that offers Professional growth while
being resourceful, innovative, and flexible.
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P1 B6 Modena Subdivision, Tunghaan Minglanilla, Cebu City, 6000 Philippines
SKILLS
EDUCATION
Bachelor of Science in Business Administration
University of Cebu – Main
June 2009 – October 2013
Sanciangko St., Cebu City
Graduated
o Management Accounting
Technical and Further Education (TAFE NSW)
NEWCASTLE NSW Campus Tighes Hills, Australia
Computer Skills
Microsoft Office (Word, Excel & PowerPoint)
Customer Service
Service Management
Time Management
Critical Thinking
Organize
Technology Support
Goal-oriented
Communication Skills
Keen to details
February 2018 – August 2019
Graduated
o Advanced Diploma in Business
o Diploma of Business
o Cert IV in Business Administration
REFERENCES
Kaycee P. Llanto
Carlo Salabsab
PERSONAL INFORMATION
Kit Michelle Genovia
Glenn Linao
Age: 28 years old
Birthdate: February 15, 1993
Program Control Services Team Lead
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Program Senior Analyst
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Team Leader
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Service Delivery Ops Specialist
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WORKING EXPERIENCE
Customer Service Associate
ACCENTURE INC.,
October 2015 – February 2018 (Bank premium account)
October 2019 – August 2021 (Bank premium account) I.T Park, Lahug, Cebu City
Responsibilities
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Receives inbound calls from customer, answering queries, providing basic troubleshooting steps if needed. Create an
incident ticket if issue needs to be engaged by a level 2 support. If misrouted calls, direct customer to the correct
department.
Process requests via client tool/ticketing system or via email sent by the customer.
Make sure that requests are being analyze properly and handled in the correct manner.
Engaged correct vendor resolver for the out-of-scope requests to be actioned and completed.
Set customer’s proper expectation for the turnaround time (SLA) on complex requests.
Outbound call or send email to customer to verify if all is working fine before completing their requests.
Offer survey to the customer to gauge how well we handled the call or requests.
POC of the team/ Acting Subject matter expert - answers team questions regarding the process. Attends client call or
meetings.
Perform Administrative tasks - conducts training and side barge to newbies on the processes.
Allocate tickets/workload fairly to colleagues and make sure to send the Ticket Allocation Tracker before end of day.
Generate Data and update the Operational Excellence Board for the team for reporting purposes.
Make and implement Standard Working Instructions with the revised and new processes.
General Service Officer/Kitchen Hand - Australia
OPAL Specialist Aged Care
May 2018 – August 2019
Responsibilities
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8 Lorraine Avenue, Berkeley Vale NSW 2261
Delivery of special diets and diet requirements including allergies/intolerances, supplements and texture modified soft
& purees.
General cleaning of the kitchen and dining areas including washing dishes via commercial dish washer.
Compliance to food safety hygiene and food handling/preparation procedures.
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Ability to work in busy, fast paced and physically demanding kitchen environments.
Maintaining cleanliness of all kitchen production and service areas.
The correct use of cleaning equipment and chemicals.
Maintaining cleanliness of all kitchen equipment used in the production of food and work surfaces.
Safe and hygienic storage of food product and general stores.
Setting up food and drink trolleys
Recording accurate temperatures of food
Assist with food service as directed by the Head Chef.
Sales Training Officer
Personal Collection Direct Selling INC.,
May 2014 – May 2015
Responsibilities
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L2, Toledo Commercial Arcade, Rafols St.,
Toledo City, Cebu 6038
Promotes all training programs to all sellers through branch postings, meetings, assemblies, and other gatherings.
Recommends promotional strategies and activities needed for sellers to increase branch revenues.
Conducts training programs that focus on sellers’ development.
Strategize in-house promos and branch activities to increase number of recruits.
Conducts fieldwork (Opportunity Meeting, House-to-house recruitment) whenever necessary.
Cascades branch activities and existing promos effectively through branch postings, text blast and other branch
gatherings.
Promotes effective working relationship with sellers and fellow employees.
Manages activities inside and outside the Branch (regular activities, conducting meeting with sellers, training to sellers
and conduct Heart to Heart Session.)
Specializes Revenue Generation, Recruitment and Selection, Training and Development, Administrative Efficiency and
Special projects.
Prepares Monthly Work Plan
Submission of Weekly Reports.
Conducts Orientation to new Office Staff.
Accounting Clerk
R.B. Catacutan and Associates Accounting Firm
October 2013
Responsibilities
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Suite 3, Osmeña Bldg. Pelaez ST., Cebu City
Maintains accounting records by making copies, filing documents.
Reconciles bank statements by comparing statements with general ledger.
Protects organization's value by keeping information confidential.
Perform accounting and clerical functions to support supervisors.
Place checks in envelopes and mail out.
Record business transactions and key daily worksheets to the general ledger system.
Support accounting personnel. Provide front desk customer service.
Process bills for payment. Arrange for money to be delivered to bank.
