Suzanne Christine Sernadilla

97B Mercury Rd Mobile Number: Pilar Village- Las Pinas City Email address:- Suzanne Christine B. Sernadilla Objective To obtain a position in the company to enhance further my analytical and interpersonal skills commensurate to my qualifications Experience Chevron Holdings, Inc. LMS (Learning Management System) Team Lead, SuccessFactors October 2017 to present - Monitor and supervise day to day operations by managing the team’s performance. Ensure that transactions are prioritized and assigned and delivered on time and with quality. Manages these key activities in adherence to LMS standards and governance process: • Remedy Queue Management • LMS Data Management • LMS Local Administrator Training and Certification • LMS Complex Requests involving Curriculum, Assignment Profile, Programs and Corporate Compliance – OE/HES courses and objects • Customer Escalated Issues • Performance Reporting on HRSS Manila LMS team activities - Research and investigate all processing escalations, including processing errors/issues, and see them through to resolution. Facilitate problem solving and collaboration for issues and problems that may arise. - Manage performance and development of team members in accordance with Chevron’s standards and managed processes. - Partner with LMS Central team to manage business projects that will impact Chevron wide - Lead project assigned to LMS Manila team; ensure projects meet key milestone Chevron Holdings, Inc. LMS (Learning Management System) Administrator, SuccessFactors August 2014 – October 2017 LMS Manila Compliance Project Wave 2 Lead – December 2016 to present - Led the Manila efforts with the new compliance solution where all compliance courses management moved to SuccessFactors - Travelled to Houston Texas in December 2016 to work with the Project Team on the following activities: • Onboarding of the LMS Central Team on the Compliance Project, including meetings with GHRIS and GCFIT • Handled the creation and review of the assignment profiles, items and curricula setup in the system • Participation on decisions on the management of the learning community on the new compliance solution Received an R&A on May 8, 2017 - Human Energy Certificate for Team Achievement from the ILMS Compliance Project Team for the successful completion and support of the project Current Compliance-related Activities: - Provides support to the global compliance community on curricula assignments, items setup and modifications, reports, and other complex compliance-related issues and requests - Facilitates the LMS Manila knowledge transfer meetings and process updates to ensure process knowledge and to measure the success of the new solution - Handled the Compliance Process Onboarding Sessions of new team members - Created a reference library for Compliance Resources and Training Materials - Attended the bi-weekly meetings for off-cycle requests and handled off-cycle requests submitted by Training Matrix Owners from March to July 2017 - Helps address process gaps and introduce process improvements with the new solution - Acts as a part of the 2018 Compliance Technical Team and the Manila Partner of the US LMS Consultant for the Compliance Wave 2 Project with the following activities: • Co-facilitates the regular check-ins with the Training Matrix Owners for the 2018 Compliance cycle • sProvides guidance on 2018 questionnaire changes and training matrix updates • Attends the regular meetings of the Project Technical Team for updates and decisions • Consolidation of the off-cycle requests to the 2018 Training Matrix • Checked the 2018 Training Matrix and Assignment Profile form that will be sent out to the Training Matrix Owners • Prepared the Training Matrix file for each Training Matrix Owner LMS Manila Compliance Project Wave 1 Support – August 2014 Administered and supported the old LMS System (Mzinga) in support of the migration to the new LMS platform: • Transferred curricula and courses from the old LMS System to Success Factors • Recreated the online exams from Mzinga to Success Factors Current Roles and Responsibilities: - Manages and supports Chevron's new enterprise Learning Management System (SAP SuccessFactors) - Provides LMS Administrator services to Chevron Opcos. Some of the LMS Administrator services are; online content (eLearning) integration into the LMS, setting up courses, learning events, programs, and assessments in the LMS system, setting up and troubleshooting LMS reports and online courses issues, and handling LMS administrator applications. - Provides/facilitates deployment (classroom and virtual) trainings to new LMS Administrators for certification globally (Asia Pacific, US, AMEA) - Facilitates Knowledge Sharing sessions for LMS across different business units to build awareness on LMS - Responsible for Remedy ticketing such as; reporting of incidents to vendor and internal Chevron ITC support teams, tracking, documenting & reviewing of incident tickets, coordinating and testing of system maintenance releases, and reviewing and assigning tickets to LMS Manila team members -Acts as SME and consultant for Exams and Quiz Creation in SuccessFactors. All online exams are being created by the SME according to the different business units’ needs - Responsible for Consulting work for different projects (curriculum, survey and exams) for different business units within the organization Conducted an initial Training Needs Analysis (TNA) with LMS Team Lead on June 16, 2017 to determine the following: - List of trainings that are fit-for-purpose to the team based on the core competencies of the LMS Manila Team - Check the available OC trainings that the team can register in - Determine the specific schesduled offerings to be assigned to the team members based on skills that need to be improved - Monitor and check the completions of the team members on the assigned trainings - Resource person of the team for best practices/dry run on meeting facilitation - Invited by OC to attend the mock run of the HR Leadership table top to provide feedback on content and delivery of the facilitator of the session. - July 17, 2017 ➢ Facilitated the following trainings: - Stakeholder Management Level 1 training – March 2018 - Stakeholder Management Level 1 practice session with HRIS team and OC for - May 16, 2017 - LMS for Supervisors, CPI - May 18, 2017 - LMS for CPI Supervisors (webex) - May 25, 2017 - HRSS Onboarding - June 20, 2017 - LMS Training - Instructor-led Review -LMS Manila Train the Trainer Workshop – August 10, 2017 Systems used: Sharepoint Success Factors Remedy Ticketing System Chevron Holdings, Inc. Ordering Specialist Lubricants Business Support Team July 2012 to August 2014 Systems used: SAP Ondemand OCS (Operating Control System) Chevron Business Point Salesforce - Processes lubricant orders (new and revised) for marketers and direct-served customers - Processes POD requests of customers through marketers - Performs price check on orders placed Chevron Holdings, Inc. AP Customer Service Team Customer Service Representative/ Card Marketing Specialist January 2008 to June 2012 Systems used: SAP SalesForce International Fleet Card System (IFCS) Base 24 On Demand Top Spool ECM Viewpoint Chevron Business Point Handled StarCard Processes (phone and email/fax support) - Set-up Prospective Customers - Maintenance of Customer Data - General information - Reporting options - Agreement Data - Creation of Additional Card - Change Card Status (closed, damaged, lost or stolen) - Maintenance of Card Data - Review Transaction Details - Generation of Reports (per customer request) - Chevron Business Point User and Access Privilege Set up (StarCard) - StarCash Support (stored value inquiry, card activation, balance inquiry and transaction inquiry) - Discount inquiries - Processing of StarCard Application Forms - Processing of Suspended Transactions - Processing of Transaction Refund Form - Handle discount/ price scheme change request - Handle set-up of pricing scheme - Process reversal of pump air transactions and transaction disputes - Revised/ Updated T6 Documentations • Handled Refines and Lubricants Processes - Lubricant and Fuel Orders/ Inquiries (Fax, Email, Inbound) - Inquiries about Caltex Sites’ location & phone number - Request for copy of invoices/ statements - Complaints - Chevron Business Point User and Access Privilege Set up (Lubes and Refines) - Back Order Report - T6 Documentation (Revision of Lubes Processes) - FOF Report - Outbound Calls for Dispatch Team Request Chevron Holdings,Inc. Retail Support Team Retail Support Analyst Dec 2006 – December 2007 Job Description: -Gather and analyze sales data for all retail stations in Cambodia and South Africa -Generate reports for business consultants, colleagues, vendors, and supervisors of all sites/countries handled -Liaise with Accounts payable in processing month end reports Systems handled: Envoy Service Desk Sykes formerly ICT Group, Inc. Operations Subject Matter Expert/Trainer - Equifax November 2005 - June 2006 Job Description: Handled training classes consisting of 20 trainees per class Conducted English Accent Training and American Culture Training Conducted product training on new hires Conducted update trainings on tenured agents Generated training reports and attended calibration sessions with the Training and Quality Department Sykes formerly ICT Group, Inc. Team Leader - Equifax October 2004 – October 2005 Job Description: Handled 17 agents Cited as “Coach of the month” and “Team of the Month” twice for meeting and exceeding program metrics per client requisite Generated reports e.g. team performance, individual performance, reports Coached agents on individual performance Handled training of new hires for 5 months Attended client meetings Handled update trainings Sykes formerly ICT Group, Inc. Quality Assurance Specialist - Equifax June 2004 up to September 2004 Job Description: Monitored calls of agents for a major credit bureau in the US Attended and facilitated calibration sessions with clients and other quality departments (of the program) across the US Gave updates regarding policies and procedures of the program Gave feedbacks to 73 associates 5 days a week Attended calibration sessions of all Quality Assurance Specialists Generated quality assurance reports for the program s Sykes formerly ICT Group, Inc. Customer Service Representative Email and Voice Agent April 2003 up to May 2004 Job Description: Handled emails for telecommunications client Handled callbacks for emails Handled technical support eq. troubleshooting Assisted on new agent monitoring on product knowledge, system usage and customer service skills Sales of Products and Services PeopleSupport, Inc. E-rep/ Customer Service Representative January 2002- April 2003 Job Description: Handled customer inquiry Assisted in new agent-mentoring Assisted in customer service skill- monitoring e.g, listening into calls, checking the customer service skills of agents in the team