Albert Pacheco
Compliance Manager
Taguig City
Summary
Detail-oriented Compliance Manager offering 10 years of expertise in risk management, policy development and strategic planning. Advanced knowledge of regulatory compliance with proven track record of partnering with executives and business leaders to identify vulnerabilities and create corrective actions. Collaborative and team-oriented with excellent communication and interpersonal skills to foster strategic partnerships and promote company reputation.
Overview
17
17
years of professional experience
Work History
Regulatory Compliance Manager
WHG Customer Services Philippines Inc
2023.12 - Current
- Delivered subject matter expertise for internal and external customers on compliance best practices and quality control.
- Prepared and presented comprehensive reports to upper management and audit team, covering issues and recommendations.
- Maintained effective working relationships with regulatory authorities, suppliers and customers.
- Audited food safety practices to evaluate performance and deliver effectiveness of preventive controls.
- Verified consistency in quality planning, quality control, quality insurance and quality improvement.
- Drove optimization of regulatory risks management, control testing and process improvements.
- Liaised with relevant trams to identify and target inefficiencies in areas of risks and business controls, process gaps and workflow discrepancies.
- Reviewed documents, files, transcripts, and other records to assess compliance and potential risk.
- Conducted monthly audits of regulatory management compliance.
- Evaluated customer complaints, processes, and all other aspects of operations to assess compliance.
- Supervised and coached compliance analysts in the daily monitoring and audits.
- Prepared records and data for regular audits.
- Managed full life cycle of assigned audits in alignment with departmental procedures, delivering progress as well as closing reports to senior management and clients.
- Managed compliance efforts, reporting and audits.
Continuous Control Monitoring Analyst
WHG Customer Services Inc
2021.12 - 2023.12
- Validated results and performed quality assurance to assess accuracy of data.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Monitored compliance and filing requirements in conjunction with staff and management.
- Queried databases for information needed for report processing.
- Identified and resolved problems through root cause analysis and research.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
Quality Coach
WHG Customer Services Philippines Inc
2017.12 - 2021.12
- Determined quality department standards, practices, and procedures.
- Applied coaching techniques and tools to support managers and team members in improving performance.
- Established and tracked quality department goals and objectives.
- Developed quality planning for multiple new product launches by verifying customer requirements and implementing in design and production.
- Assured consistent quality of production by implementing and enforcing automated practice systems.
- Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
- Gained extensive knowledge in data entry, analysis and reporting.
Fraud and Risk Analyst
WHG Customer Services Phils Inc
2014.01 - 2017.12
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk.
- Established and maintained positive working relationships with external law enforcement agencies to support fraud investigations.
- Evaluated customer data to identify and prevent fraudulent activities.
- Produced detailed reports of fraud investigations and presented findings to senior management.
- Collaborated with internal and external stakeholders to create and maintain fraud prevention strategies.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Reviewed transactions and receipts to identify any suspicious activity.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
Subject Matter Expert
Sutherland Global Services Inc
2007.10 - 2013.07
- Designed and prepared technical reports, studies, and related documentation.
- Worked with multidisciplinary teams in new product rollout, effectively addressing inquiries and troubleshooting issues.
- Documented diagnostic results and supported root cause analysis and troubleshooting.
- Analyzed business problems, identifying root causes and developing robust solutions.
Customer Service Representative
West Contact Services
2007.02 - 2007.08
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
Education
Bachelor of Arts - Major In English
Bicol Univercity College of Arts And Sciences
Legazpi City 2001.04 -
Skills
Compliance Monitoring
Timeline
Regulatory Compliance Manager
WHG Customer Services Philippines Inc
2023.12 - Current
Continuous Control Monitoring Analyst
WHG Customer Services Inc
2021.12 - 2023.12
Quality Coach
WHG Customer Services Philippines Inc
2017.12 - 2021.12
Fraud and Risk Analyst
WHG Customer Services Phils Inc
2014.01 - 2017.12
Subject Matter Expert
Sutherland Global Services Inc
2007.10 - 2013.07
Customer Service Representative
West Contact Services
2007.02 - 2007.08
Bachelor of Arts - Major In English
Bicol Univercity College of Arts And Sciences
2001.04 -
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