Summary
Overview
Work History
Education
Skills
Training
References
Timeline
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RACHEL ANNE N. ROQUE

RACHEL ANNE N. ROQUE

981 Morong St., Manuguit, Tondo, Manila

Summary

Sales and Service Head with 6 years of experience in overseeing and reviewing operations and being an effective team leader. I am willing to serve and utilize my exceptional customer service ability and selling prowess to generate and retain customers towards achieving the bank's vision and objectives.

Overview

11
11
years of professional experience

Work History

Sales and Service Head

Philippine National Bank
06.2025 - Current
  • Monitors the service quality level of the branch in relation to client's expectations and internal service standards
  • Monitors and ensures that client's problems/complaints are immediately addressed and resolved to the client's satisfaction.
  • Anticipates and provides action plan on potential problem situations and continuously explores opportunities to improve the same.
  • Ensures that daily transaction reports/documents/records are complete, accounted for and properly kept for easy retrieval when needed.
  • Prepares, reviews and submits required daily weekly, monthly, quarterly and annual branch reports.
  • Attend to queries and needs of internal audit, BSP Examiners and other internal/external inspectors/reviewers.
  • Prepares replies to audit reports in coordination with the Branch Head and ensures audit findings are rectified within set deadline.
  • Monitors/reviews the large transaction report and initiate conduct of EDD
  • Reviews all new accounts opened.
  • Performs other duties as may be assigned from time to time.

Sales and Service Officer

Philippine National Bank
06.2022 - 06.2025
  • Monitor the cash operations, ATM servicing, teller and New accounts services of the branch
  • Approves transactions and documents accordance with established policies on approving authority
  • Monitor end of day balancing procedures and activities
  • Supervises and manages branch Sales & Service Associates
  • Responsible for check clearing
  • Cross-sells the bank's products
  • Maintain good relationship with clients and provide excellent customer service experience.

Branch Service Officer

Philippine Bank of Communications
06.2019 - 05.2022
  • Plan and manage cash requirements and holding of the branch
  • Review and approve tellers/new accounts transactions
  • Maintains ATM operations
  • Manage AMLA alerts on a timely basis
  • Prepare check clearing
  • Promoting bank's product and services
  • Supporting clients in all banking transactions

Branch Service Associate

Philippine Bank of Communications
02.2016 - 05.2019
  • Process account opening and maintenance request
  • Perform regular tellering transactions
  • Maintains Time Deposit
  • Process payments for telegraphic transfers
  • Monitoring of Safety Deposit Box
  • Attending customer inquiries/telephone calls.

Customer Support Professional

Convergys Mall of Asia
01.2015 - 01.2016
  • Responsible for account maintenance
  • Answering inquiries
  • Processing payment
  • Troubleshooting

Education

Bachelor of Arts - Mass Communication

Far Eastern University
Sampaloc, Manila
04.2014

Skills

  • Excellent communications and interpersonal skills
  • Strong organizational and time management skills
  • Strategic Thinking
  • Leadership
  • Problem solving and decision making
  • Customer Service
  • Adaptability
  • Cross-selling
  • Comprehensive understanding of all banking procedures
  • Broad knowledge of all Bank products
  • Computer literate
  • Ability to work independently and as part of the team
  • Capable of working efficiently and under pressure

Training

  • Risk and Control Seminar, 09/01/24
  • Allianz Sales Rally, 08/01/24
  • Credit Card Sales Rally, 03/01/24
  • Legal Forum-Deceased Depositor, 01/01/24
  • IT Service Management Tool, 12/21/23
  • AML Refresher, 12/19/23
  • Legal Forum- Deceased Depositor, 10/26/23
  • PNB Digital Road Show, 06/30/23
  • Sales Rally (Credit Card), 03/19/23
  • Safety Officer's Training, 03/17/23
  • Fool proofing Operations Training Program, 02/01/23 - 03/13/23
  • Processing of BIR Payment, 12/07/22
  • Cash Management Services, 08/01/22
  • New Employee Program, 07/01/22
  • Money Laundering and Terrorist Financing Prevention Program, 11/01/21
  • Branch Retooling Program, 10/01/21
  • Servant Leadership, 02/01/21
  • Staff Development Program, 08/01/20
  • Signature Verification and Counterfeit Detection, 09/01/19
  • Work Attitude and Values Enrichment Series, 07/01/18
  • BBG Sales 101 Training, 06/01/17
  • Signature Verification and Counterfeit Detection, 10/01/16

References

Available upon request

Timeline

Sales and Service Head

Philippine National Bank
06.2025 - Current

Sales and Service Officer

Philippine National Bank
06.2022 - 06.2025

Branch Service Officer

Philippine Bank of Communications
06.2019 - 05.2022

Branch Service Associate

Philippine Bank of Communications
02.2016 - 05.2019

Customer Support Professional

Convergys Mall of Asia
01.2015 - 01.2016

Bachelor of Arts - Mass Communication

Far Eastern University

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RACHEL ANNE N. ROQUE