Michael Villano Email & Phone Number

Philippines

● Identify and analyze quality issues or defects, investigate root causes, and implement corrective and preventive actions to address them.● Conduct internal audits and reviews to assess compliance with quality standards, policies, and procedures.● Provide training and guidance to employees on quality assurance processes, tools, and methodologies.● Conduct coaching sessions with teammates and operations analysts to improve performance and adherence to quality standards. Additionally, provide calibration sessions to Team Leaders to ensure consistency and alignment in quality evaluation.● Extract and assign audit sampling to Quality Analyst for case review.● Offer constructive feedback and recommendations to teammates on quality-related cases. Support continuous improvement efforts by identifying areas for development and providing actionable insights for improvement.● Provide feedback loop responses from other vendors ensuring that the site’s processes are aligned with the other vendors.● Submitting audit findings and end-of-day reports to the Team Leaders, Managers, and Director.● Partner with Team Leaders (TLs) in leading team meetings for metrics improvement● Acts as a Subject Matter Expert on process and gives updates to teammates on process changes.

Philippines

• Conduct fraud investigations by reviewing suspicious transactions, analyzing patterns, and identifying potential fraudulent activities.• Monitor transactions in real time using fraud detection tools and systems to identify anomalies or red flags.• Collaborate with colleagues to gather information and investigate potential fraud cases.• Prepare reports and communicate findings to management.• Review cases such as Account takeover, Stolen financial, Account takeover limitations, Stolen financial limitations, Onboarding limitations and Cash back cases.• Provide recommendations for improving fraud detection processes to new hires.

Philippines

• Performs audits for business leisure operation, finance, compliance with policies and procedures, risk and controls assessments and fraud audits.• Completing assigned work to the required professional standard within the time allocated.• Responsible for planning, performing and execution of compliance, financial, operational and special audits.• Examine and evaluate internal controls, company policies and procedures, and industry best practices in any given assignment.• Contributes to the preparation of the audit program.• Obtains and reviews evidence ensuring audit conclusions are well-documented• Prepares reports and communicates audit findings and recommendations to audit officer, regional officer, operation manager, chief financial officer and president of the company.• Review audit working papers to ensure clarity, organized documentation and compliance with SOPs.• Monitor actual implementation of audit recommendation/s.• Coaching and providing guidance to subordinates.• Communicating effectively and concisely with all levels of Management.• Energetic, flexible and able to embrace a fast paced working environment• Obtains and reviews evidence ensuring audit conclusions are well-documented• Prepares audit reports and presentations including recommendations for improvement

Philippines

• Receiving calls and chats from an organization• Supervisor’s officer in charge for attendance dispute of colleague• Serves as Subject Matter Expert for new employees• Computer Password reset for customer• Initial Troubleshoot for computer performance issues• Do SAP password reset for customer• Troubleshoot VPN related Issues• Evaluate the customer dissatisfaction feedback• Coach colleague that received dissatisfaction from customer• Upload evaluation to SharePoint application• Familiar in using ticketing tool such as ServiceNow.• Resolving problems within Microsoft office (Outlook, Excel, Word, etc.) • Working with Active Directory to build user network profiles, reset password, unlock accounts, etc.• Escalate issues to the proper Helpdesk associate when necessary and follow up on any escalated issues, all within a timely manner.• Communicating thoroughly with client representatives and customers, enabling effective information exchange and efficient process management.• Documenting all inquiry activities in the appropriate reporting system.• Provides response to inquiries in writing using professional email skills• Creating detailed trouble tickets and entered them into a database correctly refer them to the appropriate team.• Providing assistance via remote control service in order to install software or resolving an issue.

Philippines

audit department intern