RHUENA DELA CUESTA

** *********** ****** ******, *-1404, Mississauga, Ontario L5R 1Y2

Cellphone : 647-***-**** / email : abht9s@r.postjobfree.com

Profile

- Possesses strong organization, analytical, communication and customer-

service skills and competencies in the following areas: customer focus,

change management, relationship management with proven results in the

attainment of company objectives and improvement in the business

processes.

- Advanced knowledge of desktop applications, hardware and computer

software including Word processing, Spreadsheet, Presentation, Office

Suites, Electronic mailing such as MS Outlook and Lotus Notes, Business

diagramming, and Programming languages; working knowledge of business

application software SAP R/3 (SD, MM, FI); PL-SQL.

- Strongly developed skills in the areas of analysis, diagnostics,

technical problem-solving, basic networking, email set-up, virus

detection, etc), production support and business relationship-management.

Business Experience

FIRST CHOICE INTEGRATED CONSULTING (contract) TECH SUPPORT CONSULTANT

Dec 2010 - present

- Answers user inquiries and provide information regarding the vendor

portal used

- Assists users in configuring their inventory management to conform

with Loblaw's Traceability module

- Assists users via webex in the use of the application

- Investigates complaints and provides basic troubleshooting

- Resolving tickets opened by users

- Creates status reports

- Books vendors for their training on the software application

Teamcenter Enterprise, pro-actively calling new vendors for their

training requirements

Achievements:

- Tickets resolved in less than agreed service level of 24-hours.

- Successful management of all irate customer calls.

DAVIS+HENDERSON (contract) CREDIT ANALYST July 2010 - Nov 2010

- Provided assistance in the area of credit card adjudication as well

as on going maintenance of all active accounts. Constant review and

assessment of credit risk on small to medium sized consumer accounts.

Support both inbound and outbound call lines with a focus around

providing service in excellence to all card holders (account handled:

Walmart Rewards Mastercard)

CITIGROUP (part time) June 2009 - Jan 2010

- Performed account verification of store card applications using

multiple programs and database; filing and sorting of application

forms using highest security method; scanning and printing of documents

RR DONNELLEY Jan 2003 - Apr 2009

ACCOUNTS MANAGEMENT SPECIALIST (2006 - 2009)

- Central point of contact for clients, sales, facility associates and

any other outside contacts required for project fulfillment.

- Ensured all required information was provided to permit efficient

handling of all product components by production, Canada Post and Post

Processing.

- Proactively directed and suggested alternatives in order to develop

the best solution to meet the customer's needs and the department's

production and data processing requirements.

- Applications and clients handled: Print production of Invoices and/or

Notices (Rogers Cable, Amtelecom, Pagenet, Brenntag), Payroll (York

Catholic District School Board, Janssen Ortho, Centennial College, Humber

College, Sault College), RRSP and Loan Letters and Statements (AGF),

utility bills (City of Lloydminster), tax year-end application (RBC

Dominion Securities).

Achievements:

- Internal Audit volunteer to ensure flawless execution and conformity

of company operations to ISO 9001-2000 standards.

- First among Accounts Management Specialists to have accounts handled

migrated to ADF (Automated Document Factory).

Client Services Assistant (2003 - 2006)

- Proactively coordinated with clients, responding to their inquiries

and acting as the point of contact between the production floor, Data

Centre and the Project Manager.

- Ensured 100% completion of end-to-end process on time and in budget.

- Developed and managed specific projects for assigned accounts

including preparation of their monthly bills with reference to all jobs

and change managements done.

- Worked in an Accounts Management Specialist position for 6 months

successfully handling the accounts supervised (Rogers Payroll, OCAS,

Janssen-Ortho, York Catholic, Seneca, BMTS, TD RSP) with change

management activities done for some accounts like Rogers Payroll, OCAS

colleges requiring coordination with the client, IT and Production

groups.

Achievements:

- Achieved a 100% score on the CARS (Corrective Action Reporting

System) Study made by the Quality Systems group indicating complete

knowledge and understanding of SOPs

- Achieved the highest percentage among Client Services Assistants in

the Quality Systems review done.

ROYAL SUN ALLIANCE CORP. (Data Entry Operator (CONTRACT) Sept - Nov 2003

- Exceeded daily quota by 25% - 30% with a 95% accuracy in data entry.

Errors were mostly due to handwritten notes not legibly written.

- Recommended and implemented a simple monitoring report in MS Excel

for monitoring of policies forwarded back to underwriters because of

errors in the codes they indicated.

DIVERSICARE CANADA MGMT SERVICES, INC. Administrative Support (CONTRACT)

Jun - Aug 2003

- Prepared reports using Word processing (Ms Word, Corel Wordperfect)

and spreadsheet (Ms Excel, Lotus 123) applications.

- Coordinated with the consultants and Regional Manager in line with

the audit requirements documenting all the audit forms to be used in the

monitoring of the different Diversicare long term care facilities and

retirement residences in Ontario and Western Canada.

- Created new forms and revised existing ones to conform to the

requirements of the CQI group.

- Standardized documents leading to the achievement of their goal in

continuous quality improvement in their services.

SMART COMMUNICATIONS, INC. (Business Systems Analyst, IT Supervisor - Sales

& Dist) 1994 - 2003

- Participated in the improvement of client service through involvement

in the investigation, testing, documentation and implementation of

procedures and software applications.

- Provided monthly statistical information on Helpdesk performance

which is submitted to the management.

- Developed and implemented Help Desk policies and procedures.

- Improved customer perceived satisfaction through training and regular

retraining of all Help Desk personnel. Providing support (10hr by 7 days)

to 90 branches spread nationwide.

- Provided SAP training to branch personnel on the different modules

applicable to respective end-users.

- Configured software packages like SAP R/3 to conform to the company

requirements.

- Designed and implemented the following computer systems Point-of-

Sales, Materials Handling, Executive Information System / Data

Warehousing participating in Cut-over activities.

- Improved sales and inventory tracking with the implementation of

computerized monitoring systems. Orchestrated a complete redesign of the

MIS organization, from a mere data entry group to an organization with

different functional groups: Help Desk, Systems Development, Technical

Support.

COMMUNITY INVOLVEMENT

. Provides administrative, finance and computer-related support to

Charismatic Episcopal Church of Asia,

June 2009 - present

. Provides Ministry work at Tyndall Retirement and Term Care Facility

together with other members of the Church of Sts Peter and Paul the

Apostles

June 2009 - present

. Provides Resume Clinics and trainings on MS Applications, mentoring

support to new immigrants, 2009 - Present

Education / Seminars / Trainings

B.S. in Industrial Engineering - University of the Philippines

Internal Auditing of ISO 9001:2000 Quality Systems

Problem Solving and Decision Making

Quality Service Management

Customer Service Management includes Customer, Conflict and Confrontation,

Fundamentals of Exceptional Customer Service, Getting Results through

Communication,

Working Effectively with Customers

SAP/R3 Modules Overview (Finance and Controlling, Inventory Management,

Procurement/Materials Management), SAP Architecture

Contact this candidate