Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Rhona Lasaca

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

20
20
years of professional experience
1
1
Certification

Work History

IT Operation Process & Assurance

Chevron
02.2023 - Current
  • Increased user satisfaction with tailored solutions by analyzing end-user requirements and translating them into functional specifications.
  • Streamlined business processes for improved workflow management through the customization of ServiceNow forms and fields.
  • Enhanced system efficiency by developing and implementing ServiceNow applications and modules.
  • Reduced incidents resolution time by creating custom scripts to automate routine tasks and improve overall service delivery.

Monitoring Automation & Assurance

Chevron
01.2022 - 01.2023
  • Improved monitoring quality by designing and implementing automated test cases to identify defects.
  • Enhanced monitoring reliability with thorough regression testing, ensuring seamless functionality across all system components.
  • Collaborated with cross-functional teams to develop comprehensive test plans, resulting in improved infrastructure monitoring performance.

RAN Control Center Analyst for US Retail Authorization Network

Chevron
11.2018 - 01.2022
  • RAN (retail automation network) Control Center (RCC) is a group that serves as the command center for all problem prevention and coordination, and recovery efforts affecting Host Authorization, Card Settlement, Loyalty applications, HP Nonstop Systems, Network, and Infrastructure
  • RCC provides real time monitoring of systems that process daily card authorization, and Loyalty transactions with average daily gross revenue of ~$63MM
  • RCC provides 1st and 2nd level application, hardware, network, operating system, and monitoring, troubleshooting and escalation support (internal/external)
  • Key Accomplishments: Implemented the following process improvement to address gaps identified in monitoring: Compilation of non-standard RCC processes & Best Practices & Introduction of new POS Search query for the new monitoring tool
  • 1yr into the role, I was asked to perform the training of new hires
  • Created RCC internal Quality Audit to improve the analyst performance.

Infrastructure Monitoring Analyst for Server

Chevron Holdings
10.2017 - 11.2018
  • EMT provides real time monitoring of Server, Application, Database and Network infrastructures
  • EMT performs event management, incident management, troubleshooting and infrastructure restorations
  • Uses monitoring products from Microsoft, Mir3, BMC, CA and others to provide monitoring and Level 1.5 support to a wide range of IT Business partners
  • Key Accomplishments: One of the few analysts who's trained to perform both Server & RCC Monitoring Task
  • SME for the following EMT task: ITP onboarding, Incident Management, OLA.

Retail Technology Senior Specialist

Chevron Holdings
04.2011 - 10.2017
  • Acts as the primary point of contact for the Retail Technology Support Center (RTSC) which supports the following classes of trades: Company Owned Company Operated (COCO), Company Owned Retail Operated (CORO), Commission Agents in Canada (COCA), Retailer Owned Retailer Operated (RORO) and Marketers
  • Key Accomplishments: As a senior specialist – act as a Subject Matter Expert to handle challenging cases & escalated issues
  • Conducted technical training for New Hire employees
  • Managed the RTSC SSIMS/COED initiative to assist retail station in unresolved fuel inventory issues
  • Recognized for demonstrating Advanced / Expert mastery level in RTSC's Trend Based QA for the past 2 cycles
  • Provided significant contribution in improving RTSC process in troubleshooting such as: SSIMS/COED, Hardware troubleshooting for Fusion, identified a process gap & implemented a simplified process in handling NTI/NTC (New to Industry/New to Chevron) stations
  • Provided substantial contribution in creating LPO business process reference to review, analyze and address RTSC high level process
  • Expertise in Loss Prevention System tool & Loss & Near Loss Investigation (LI/NLI) procedure
  • Appointed as one of the 1st to take on the Investigation lead role for RTSC's Incident management
  • This resulted to implementation of significant business process improvements to address the gaps identified during investigation
  • Overall coordinator of Project Orion
  • Performing the following task: Organize the training material and create process document, design a Training Plan, execute the Training for entire RTSC population, engagement with internal partners and vendors, report and forecasting, identify & address process gaps.

Telephone Banking, Customer Care Research II Mortgage

JP Morgan chase
10.2009 - 03.2011
  • Attend to customer's inquiry in reference to their personal account
  • Provide information such as account balance, deposit, debit transactions, transaction disputes, card replacement, account maintenance and the like
  • Key Accomplishment: Ranking 9th for individual performance in entire Telephone Banking

Senior Customer Care Associate

Dell Philippines
10.2007 - 09.2009
  • I handled both inbound and outbound calls from small business market
  • Also attend to customer return request, credit status and order status via e-mail (kana)
  • I also had the chance handling Canada Corporate and Public accounts
  • Key Accomplishment: 2 Dell Elite award for individual performance, 2 Dell Elite award for team performance
  • Efficiently handling numerous splits with flexibility: Canada account, SMB, email support.

Service Delivery Specialist

ACCENTURE / Project Dragon
03.2007 - 10.2007
  • Executing service fulfillment activities for a given function associated with Verizon Business product/services with minimal supervision
  • Coordinates work of a small team in service fulfillment activities for a given function associated with Verizon Business product/services.

Customer service representative for Nextel

EPLDT/VENTUS: NEXTEL & INGRAM MICRO
08.2003 - 03.2007
  • Handles account changes such as rate plan, handset change, SOC changes, basic handset trouble shooting, payment and bills
  • Key Accomplishment: Most improve employee.

Assigned Account Representative for Ingram Micro

EPLDT/VENTUS: NEXTEL & INGRAM MICRO
08.2003 - 03.2007
  • Process Return Merchandise Authorization (RMA), Claims and logistics for bulk order & returns for big resellers
  • Track order and update reseller for ETD of items ordered
  • Assist warehouse counterparts for return & credit consolidation
  • Serves as resellers advocate requesting an authorization from Account Executive, Sales Director, Sales Manager and Buyer for high dollar returns and claims
  • Key Accomplishment: Consistent 100% QA score
  • Transition from General account to Assigned account

Education

Bachelor in Broadcast Communication -

Polytechnic University of the Philippines, Sta. Mesa Manila
01.2002

Skills

  • Process Improvement Expertise
  • Process Validation
  • Documentation Review
  • Process Mapping
  • Six Sigma Methodologies
  • Training and Mentoring
  • Continuous Improvement

Certification

Lean Six Sigma Yellow belt

SAFe 4 Practitioner

Timeline

IT Operation Process & Assurance

Chevron
02.2023 - Current

Monitoring Automation & Assurance

Chevron
01.2022 - 01.2023

RAN Control Center Analyst for US Retail Authorization Network

Chevron
11.2018 - 01.2022

Infrastructure Monitoring Analyst for Server

Chevron Holdings
10.2017 - 11.2018

Retail Technology Senior Specialist

Chevron Holdings
04.2011 - 10.2017

Telephone Banking, Customer Care Research II Mortgage

JP Morgan chase
10.2009 - 03.2011

Senior Customer Care Associate

Dell Philippines
10.2007 - 09.2009

Service Delivery Specialist

ACCENTURE / Project Dragon
03.2007 - 10.2007

Customer service representative for Nextel

EPLDT/VENTUS: NEXTEL & INGRAM MICRO
08.2003 - 03.2007

Assigned Account Representative for Ingram Micro

EPLDT/VENTUS: NEXTEL & INGRAM MICRO
08.2003 - 03.2007

Bachelor in Broadcast Communication -

Polytechnic University of the Philippines, Sta. Mesa Manila
Rhona Lasaca