Lyzel Gregorio

Quality Control Officer / AM at Citibank N.A.

• Philippines
• November 2005 to November 2016

 Timely detection/identification, escalation, reporting, root cause analysis, corrective action plan implementation and complete closure of all control issues that surface through various control processes. These control processes include but are not limited to Quality Control Checking, Quality Monitoring, MIS reporting, RCSA, Compliance and Control Review (CCR), Peer Review, Audit and Risk Review, external and regulatory audits (BSP, etc.), etc.

 Alignment of quality control checking with current policies/ processes.

 Works across business, functional and/or regional lines to provide clients with integrated solutions that meet their needs.

 Timely updates and sign-off of Procedures Manual

 Enhance Quality Control Checking by steam lining quality control checking

 Contribute to process improvement and automation efforts by rationalizing processes handled that can be automated and enhanced, or deemed redundant.

 Provide coaching and assistance to the Relationship Managers, Operations, Product Team, Citiservice on documentation policies and other related inquiries and referrals.

 Conduct field verification, account seeding, callback process, FTE checking as part of Vendor Control Functions Checking

 Do monthly audit for process such as Customer Information (Address, Email, Mobile/ Telephone Update), Risk Mitigation Programs, Reversals, Third Party Validation and other process that require for audit

 Provide accounts for monthly and quarterly audit and validate if did pass for Quality Checking

 Prepare Demerit report which includes the error rate versus total volume per functions, Delayed Response, Dashboard report (monthly) being presented to all Collections Manager & Credit Operation Director and other month end MIS report

 Responsible in maintaining time keeping system that includes full control of daily log-in / log-out for Compliance and Strategy Team

 Run the attendance system & generate daily & monthly reports such as missing punch cases, business leaves, undertime (leaving early), late arrivals and others.

 Communicate to those who have missing log-in/out and provide proof /approval

 Validate all filed over time for Compliance and Strategy Team including log-in/ log-out and Manager’s email approval prior rendering the overtime. Match the actual filed report and find discrepancies for proper corrective action and justification.

 Prepare and submit monthly overtime report to the Compliance and Strategy Manager for validation. Once sign and approve, will forward to vendor manager for their own checking.

 Answer incoming calls and take messages to appropriate parties or negotiate/ help Citi client needs

 Demonstrate ability to multi- task, execute and generally move things along and complete tasks adeptly

 Provide general office administration duties/ clerical support

 Do Quality Phone Monitoring or evaluate calls to be able to deliver good customer service

 Act as lead Compliance and Strategy Coordinator for the unit continuity of business ensuring that the team participated in the various testing’s and denial of access to enable the unit to continue its critical operations

 Part of Collections Operation Creativity/ Art Team