This document provides a summary of Stacey Hernandez's qualifications and experience. It includes 3 paragraphs summarizing her experience providing customer service and administrative support for various roles in the Ontario Public Service, her current role providing analysis and certification for building qualification and registration applications, and her education background which includes business and office administration diplomas.

1. STACEY HERNANDEZ
88 Terrosa Road, Markham ON, L3S 2N2
Cell: (647) 713 -4289
herna_60@yahoo.ca
SUMMARY
Efficient, pragmatic, motivated Ontario Public Service professional with extensive Communications, Customer Service,
Records Management and Administrative experience seeking a challenging position where I can develop my skills while
growing as an integral, effective team member
• Collaborative team player with sound time management skill and a strong work ethic who also works well
independently
• Detail oriented, organized, resourceful; function well under pressure, prioritizing to meet goals and timetables in a
busy setting
• Excellent communicator, listening and interpersonal abilities with a diversity of people
• Astute learner who grasps new skills and implements new procedures quickly
Proficient with :
- Service Canada software applications: Child Benefit, Child Rearing Provision, Credit Split, Death Benefit, Retirement,
School Attendance, Survivor, Survivor & Child, Correspondence, Financial and Environmental Risks
- Ministry databases (driver, vehicle and carrier systems), LCS (Licence & Control System), ICE (Inspection
Compliance Enforcement Launcher)
- Windows, AS/400, MS Office (Word, Excel, PowerPoint, Access, Publisher, Outlook), WordPerfect, Remedy, Surf
Indas, Task Explorer, CCME Data Base and QuickBooks
EMPLOYMENT HISTORY
ONTARIO PUBLIC SERVICE (various contract positions)
Qualification & Registration Unit with the Building & Developme n t Branch 08/2016 - Present
Administra tive Assistant to the Director, Building & Developmen t Branch ,
Ministry of Municipal Affairs MMA 05/2015 – 08/2016
Administra tive Assistant to the Director, Deputy Director & Chief Operations Officer Manager
Office of the Independent Police Review Director (OIPRD), Ministry of the Attorney General 07/2014 - 04/2015
Support Clerk , Service Canada OAS/CPP (Old Age Security/Canadian Pension Plan) 01/2014 - 06/2014
Administra tive Assistant, Primary Health Care Branch , Ministry of Health & Long Term Care 01/2014
Service Delivery Assistant , Ministry of Training Colleges & Universities 11/2013 - 12/2013
Clerk, Retrieval Enforcemen t Unit , Ministry of Transportation 06/2013 - 10/2013
Program Assistant , Ministry of Labour, Construction Health & Safety 12/2012 - 04/2013
Clerk , PCI-Payment CC Info / Compliance Historical Data Info, Ministry of Transportation 05/2012 - 07/2012
Program Assistant , Ministry of Labour, Construction Health & Safety 11/2011
Records Clerk / Data Entry, Protection & Prevention Branch , Ministry of Health & Long Term Care 06/2010
- 11/2010
File Clerk / Data Entry , Ministry of Labour, Construction Health & Safety 04/2010 - 05/2010
CAREER EXPERIENCE
Certification Analyst
• Provide a thorough analysis of applications for qualification and registration; to respond to inquiries from
building practitioners and the public with respect to the Building Code Act, 1992, and to provide customer
services to Building Code Identification Number holders (BCIN)
• Assists the Co-ordinator, Registration in the review and analysis of all types of certification, licensing
applications under the Building Code Act
• Review paper work with applicants to ensure proper completion and filing of qualification/registration
applications; ensure that applicants are aware of the requirements of the Building Code Act, policies and
procedures related to qualification/registration,
• Conduct a detailed review of and report on the application and all supporting materials, such as completion of
training, advanced standing, verification of examination results and experience to ensure accuracy, validity
and completeness of the material; clarify information filed as required; assess the reasonableness and
validity of documentation on subjective matters such as responsibility for work completed and examination
results
• Make assessments with Co-ordinator regarding conformity of application and materials with legislation,
regulations and procedures
• Highlight areas of concern/discrepancies for qualification/registration, research documentation provided by

2. applicant
• Research prior qualification/registration data to determine prior learning experience and provide an
assessment of the effect of this information on the current application
.../cont'd.
Stacey Hernandez, page 2 (647) 713-4289 /
herna_60@yahoo.ca
CAREER EXPERIENCE (Continued)
• Prepare and draft acknowledgement letters, decision letters, licenses/certificates for the parties
• Input data and maintain an electronic tracking system of qualification/registration qualifications and firm
registrations
• Assist with maintenance of, and recommend improvements to an application tracking system by maintaining
a record of the progress of assigned files ensuring that deadlines are met
• Maintain electronic files of qualification/registration status and Building Code Act in general
• Respond to inquiries by parties and deal with often volatile situations about pending qualification/registration,
assessments, and training opportunities
• Prepare documentation leading to potential withdrawal of qualification/registration in event of non-
compliance with Building Code Act requirements
• Assist manager and Co-ordinator to prepare hearings and related appeals of license/certificate withdrawal
• Identify issues, concerns and deficiencies in Building Code Act procedures and make recommendations to the
manager for changes, or amendments to processes, for comments and final approval by management
• Maintain awareness of revisions to qualification/registration under the legislation or changes in procedures
• Respond to public inquiries relating to the Building Code Act, other legislation related to building regulation
and other related programs over the phone, in person or in writing which includes: answering inquiries from
inspectors/installers etc; certification, licensing requirements, and other aspects of the Act; informing the
parties and the public of obligation under statues such as the Building Code Act, Freedom of Information and
Protection of Privacy Act, etc., providing guidance to clients in the completion of related forms; responding to
inquiries regarding specific applications and orders
• Perform other related duties such as: Filing and sorting all in coming applications by their Form Name and in
numeric order
• Sort and record all incoming new applications and renewal applications tracking and following up with
Manager on expired BCIN and on- line registration applicants
• Process and account for fee revenues collected with qualification/registration applications
CAREER EXPERIENCE
Customer Service & Administra tion
• Liaise with customers, politicians, large corporation owners, major financial institution representatives, etc...
• Greet customers/visitors; deliver a high standard of friendly, courteous, top -notch service; determine needs,
provide answers and information, take messages, direct clients to appropriate person, follow -up on
matters, investigate issues/concerns and handle problem solving and troubleshooting
• Excel in managing a multiline phone system; answer, screen and forward calls; create voice mailboxes;
retrieve, check and respond to voice messages; provide select secretarial support to executives as required
• Ensure clear, concise communication at all times with staff, clients and stakeholders
• Prepare a variety of presentation materials, packages, documents and forms
• Organize calendars for Directors, Deputy Assistant and Managers; schedule meetings and appointments
• Provide backup reception and light administrative support to Deputy Minister's Office (DMO) and Assistant
Deputy Minister's Office (ADMO) including scheduling ADM's calendar, accepting meeting and handling
documents
• Follow up with other Ministries regarding meeting invitations and agenda topics
• Arrange travel and accommodations for visiting staff, travelling employees and overseas guests
• Book fleet cars and rental cars for Managers travelling out of province
• Schedule and set up board rooms and meeting rooms; organize meals, refreshments, catering and other
needs
• Send out memoranda to advise when Managers and Directors are away and who will be acting on their behalf
• Follow up and respond to emails from Assistant Deputy Ministers Office (ADMO) and other Ministry offices
• Assist in organizing and facilitating various corporate events, campaigns and seminars
• Provide customer services to Building Code Identification Number holders (BCIN)

3. .../cont'd.
Stacey Hernandez , page 3 (647) 713 -4289 / herna_60@yahoo.ca
CAREER EXPERIENCE (continued)
Documen ts / Case Manage men t
• Use electronic and paper based document management systems; proof, verify, send, receive, sort, sign -off on
and problem solve a high volume of diverse documents, mail, registered mail, faxes, emails, courier,
statements, invoices, correspondence, reports, inventory data, manuals, cheques, etc...
• Forward and print out daily active correspondence reports for response to letters on behalf of Ministers or
Directors, format, edit and proof interim letters prior to forwarding to Directors for sign -off, update database
and action Letters approved by Managers and Directors and follow up outstanding reports or letters prepared
by the correspondence department on behalf of the Ministers or Directors
• Log all Building Materials Evaluation Commission (BMEC) and Building Code Commission (BCC) documentation
by month and year for Dispute Hearings; prepare Notice of Hearing letter being issued to Applicant and Chief
Building Official
• Draft standard letters, memoranda, routine correspondence and statistical reports; print and distribute same
• Proofread time -critical documents and reports often of a highly confidential material
• Prepare and print slides, documents, agendas and packages for meetings; record and distribute minutes
• Transfer and update data, information and legal documents on USB flash drive, create and name folders by
subject and ensure security/confidentiality of stick
• Perform data entry of client and account information; maintain computerized files and records
• Manage alphabetical and numerical filing and retrieval of records and documents; update and delete old
archive files; pull and print documents from micro film reels; manage inventory and sort, count, label and file
all micro film
• Implement file management techniques/systems to maintain files according to established procedures
• Track file requests and respond tactfully to a variety of clients and unit staff and follow- up on overdue files
• Assist with Case Management; modify Customer Support Service, take notes of pending case ID Files; create
Excel sheet, compiled case ID Numbers and identified 'pending', 'in progress' and 'already resolved; print and
attach all copies of 'pending' for submission to Advisor
Bookkeeping & Records
• Review and match invoices to statements and reconciliation reports; update spread sheet and print off
reconciliation forms to be authorized and filed; assist with preparation of various reports
• Enter Expenditures Statement of Remuneration and Commission Invoices to Excel
• Review, enter into a database and submit Directors, Manager and staff expenses, travel costs and reports for
approval and sign -off on, ensuring all relevant receipts are attached prior to submission
• Verify accounts payable and issue payment; prepare cheque disbursements and transfers
• Enter Expenditures Statement of Remuneration and Commission Invoices to Excel
• Record and process orders, prepare purchase requisitions, respond to account enquiries, investigate
discrepancies and resolve issues; register new accounts and complete account changes
• Draft, verify and distribute accounts receivable; process incoming payments; code, check and batch invoices
• Manage petty cash, tabulate expenses and transactions and pay all office/branch invoices
• Handle claims within establish limits
• Maintain and update payroll, attendance and vacation records
Office Upkeep & Supply Control
• Ensure that fax machines, printers and photocopiers are well stocked with paper and supplies
• Perform equipment maintenance and resolve any issues
• Identify office and property upkeep issues and escalate to property manager
• Control inventory and ordering of stationary, mail supplies, forms, cards and other business needs
• Manage staff pantry requirements and ensure same is clean at all times
• Liaise with suppliers; receive, inspect and process incoming orders
• Ensure cleanliness and attractiveness of the reception areas, boardrooms and various office areas
• Strictly and thoroughly adhere to client and corporate confidentiality and privacy

4. EDUCATION
Business English & Word Processing - York Region Board of Education
MS Business Applications Diploma - Academy of Learning
High School Diploma - Alleyne High School (GU)
Training course in Records and Infor ma tion Manage me n t
Understanding and Use of Correspondence Control Mercury Enterprise System (CCME) and Integrated Financial
Information System (IFIS) systems
Excellent references available upon requestmeet the qualifications for the following posting: Talent Pool - Customer Care Agent. Organization:Ministry of Government and Consumer Services, Division: ServiceOntario - Contact Centre ServicesBranch, City: North York, Job Term: Temporary, Job Code: 95422 - Customer Service Rep 1, Salary:$22.91 - $26.55 Per Hour, Posting Status: Open, Job ID: 80106. At ServiceOntario, we are committed toproviding the citizens of Ontario with fast, friendly and easy access to Ontario government informationand services - online, in person, and by phone. Our vision is to be recognized for meeting orexceeding customer expectations with our service, solutions, leadership and people EVERY TIME. Ifyou are an excellent telephone communicator, enjoy working in a fast -paced, team drivenenvironment, then a career in our contact centre as a customer care agent may be for you!. What canI expect to do in this role? You will:, provide information and support services to customers using thetelephone, perform various transactions and support electronic transactions related to governmentprograms, services, legislation, policies and procedures, proactively provide guidance and support tocustomers in completing forms and in the use of self -service systems, review and respond to email,mail and fax inquiries, research and verify information via databases, websites, and resourcedocuments, maintain accurate documentation on transactions and identify frequent requests andrecurring complaints, and provide input regarding improvements to websites, information tools,resource databases. How do I qualify? Customer Service and Interpersonal Skills, You have customerservice experience responding to inquiries, providing accurate information and resolving customerissues in a high -volume environment, You have interpersonal skills to interact with the public, tocollaborate in a team driven environment to ensure that operational requirements are being met, Youcan effectively adapt services to meet the varying needs of customers. Research, Analysis andProblem Solving Skills: You have demonstrated ability to reference, research and apply relevantlegislation, regulations and guidelines (e.g. where applicable, Freedom of Information and Privacy Act,Citizenship and Immigration Canada guidelines, business communications, etc.) in order to supportthe accurate completion of forms and transactions, You can effectively probe for information, assesssituations and determine the underlying needs of the customer beyond those that may have beeninitially expressed, You have knowledge of research and information gathering methods.Communication Skills: You are a clear, concise oral communicator and have experience providingdetailed explanations of programs, services or procedures to customers, You have experienceproviding written responses to customers' requests for information, You have experience applyingeffective telephone techniques, customer service principles and quality standards when dealing withdiverse inquiries and client groups. Relevant Knowledge: You have the ability to acquire and applyknowledge of government services and programs at the municipal, provincial, and federal level.Organizational and Multi -tasking Skills: You have demonstrated organizational skills and the ability tomulti -task and work effectively in a fast -paced environment. Computer Skills: You are proficient withword processing, spreadsheet, database, email and internet applications, You have experience usingcomputers (i.e. Intranet, Internet, databases, and electronic manuals) to research, retrieve andsummarize information. Address: Temporary, duration up to 5.5 months, 5775 Yonge St, North York,Toronto Region, General Screening Requirement. Compensation Group: Ontario Public ServiceEmployees Union. Schedule: 3.7. Category: Customer and Client Services.