Customer Service Quality Control

DAN CARLO PAULO DY

Simi Valley, CA ***** • 820-***-**** • **********@*****.*** • linkedin.com/in/dan-dy/ Professional Summary

A highly focused Quality Auditor with a solid background of over two years in the utilities sector, where I've been deeply involved in compliance auditing and finding ways to improve processes. I have a knack for spotting non-compliance and suggesting practical fixes to boost quality control. I also enjoy leading training and workshops, and I'm proud of creating a supportive environment for learning. My analytical skills help me turn data into insightful reports that have made a real difference for the organization. Core Qualifications

• QuickBooks

• SAP CRM

• Salesforce

• Billing & Account Receivable

• Data Analysis

• Report Writing

• Problem-solving

• Attention to detail

• Auditing

• Project Management

• Customer Service

• Training & Development

• Process Improvement

• Adherence to regulations

• Photography

• Stock Market

Experience

QUALITY AUDITOR, 03/2022 to 01/2025

Accenture Inc – Quezon City, Philippines

• Conduct audits across various operational areas (including meter reading, billing, customer service, safety, and environmental) to evaluate compliance with industry standards, regulations, and company quality control. This involves identifying procedural gaps or non-compliance, preparing detailed reports with findings and improvement recommendations, analyzing audit data to detect trends, and presenting these insights and recommendations to management.

FACILITATOR, 08/2019 to 02/2022

Accenture Inc – Quezon City, Philippines

• Planning, preparing, and leading meetings, workshops, and training sessions focused on utility functions like customer service and billing. This includes developing and delivering training on company policies, procedures, and industry regulations, as well as documenting new processes. It also focuses on fostering inclusive and engaging learning environments through interactive techniques and promoting continuous learning by sharing best practices.

BILLING ASSOCIATE, 06/2011 to 08/2019

Accenture Inc – Quezon City, Philippines

• Utility Billing/Customer Service

Accurate Billing: Generating bills based on consumption, rates, and account details. Payment Processing: Efficiently handling customer payments and applying them correctly. Dispute Resolution: Investigating and resolving billing errors and discrepancies. Customer Inquiry Handling: Responding to questions about bills, statements, payments, and charges. Customer Service: Providing professional and courteous support for billing-related issues.

• Healthcare Records Management

EHR Data Entry: Accurately inputting patient demographics and treatment information. Record Updates: Maintaining comprehensive and current medical histories. HIPAA Compliance: Protecting patient privacy and data security. Communication with Professionals: Clarifying information with healthcare providers. OFFICE MANAGER, 01/2006 to 05/2010

AIA Insurance Company – Quezon City, Philippines

• Expertly managed office operations within an insurance context, ensuring compliance with regulations and contributing to company goals through streamlined workflows. Provided high-level administrative support to agents and underwriters, facilitating their efficiency. Oversaw the meticulous management of critical life insurance documentation, including policies and claims. Skillfully handled escalated policyholder inquiries with professionalism and empathy. Additionally, responsible for recruiting, training, and supervising administrative staff, and managing office resources and vendor relationships to maintain a positive and functional work environment.

INSURANCE UNDERWRITER, 04/2003 to 12/2005

AIA Insurance Company – Quezon City, Philippines

• Knowledgeable Insurance Professional adept at understanding and explaining a wide range of insurance products. Experienced in conducting thorough client needs analyses to recommend appropriate coverage and effectively address objections. Proven ability to guide clients through the application and renewal processes, ensuring accuracy and providing excellent service. Dedicated to staying current on market trends and regulations through ongoing professional development. Education

Quality Auditor, Accenture Inc.: 03/2022

Certified Training Facilitator, Accenture Inc.: 08/2019 Bachelor of Science: Business Management, 03/2003

Colegio De San Juan De Letran

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