Darwin Yatoc

Experience

• 

  Accenture

  Mar 2014 - Jul 2019

  • Developed and implemented quality assurance policies and guidelines• Monitored day-to-day transaction of billing processors/analysts• Performed routine live and remote quality audits• Audited financial and billing reports for accuracy and completeness prior delivering to clients• Helped company maintain the highest quality standards• Assessed risk through root cause analysis (RCA)• Proposed measures to correct or improve company’s final reports and processes based on the established quality standards• Provided check-and-balance between process and employees• Collaborated to operations and executive meetings• Conducted quality orientation to new hires regarding quality guidelines and procedures• Administered weekly quality huddles to management and team members• Presented quality trend analysis to our quality counter parts in India and stakeholders• Performed ad hoc or other task as needed Show less • Processed end-to-end transaction requested by the different clients of the project• Analyzed disputed client’s invoices and identified accurate recommendation• Researched and reviewed client’s billing contracts ensuring that they are billed correctly• Calculated monthly and pro-rated charges based on contracted rates/price• Ensured data integrity with no escalations from clients• Presented reports to the clients through conference call• Reported out variance analysis on a monthly, quarterly and annual basis ensuring customer’s invoices are accurate (EMEA clients)• Collaborated with our counter parts in India to address questions/issues and provide immediate/accurate resolution• Created reports using Microsoft Office (Excel, Outlook, Powerpoint) and company’s green systems/tools• Reached the monthly target of closed and resolved transactions• Handled company’s biggest and sensitive clients• Acted as main point of contact for special projects Show less

  • Performance, Risk and Quality Auditing Analyst

    May 2018 - Jul 2019

  • Billing Research Analyst

    Mar 2014 - Apr 2018
• 

  The Logit Group, Inc.

  Sept 2019 - Sept 2020

  Telephone Survey Interviewer

  • Performed excellent telephone manner• Conducted market research interviews with a diverse group of people• Developed active listening and client’s engagement• Recorded accurately respondent’s concerns and opinions• Exceeded daily survey quota

• 

  Cargill

  Aug 2020 - Jul 2021

  Production Associate
• 

  TD

  Jul 2021 - Feb 2025

  • Provided customers with the best solutions and offered guidance on how TD’s digital assets can further help them meet their needs, now and in the future• Delivered outstanding service and/or sales support with minimal to moderately complex transactions related to financial products and services with the aim to provide complete and correct solutions the first time• Played the key role in addressing customer concerns and accountable for problem solving and/or raising matters to the appropriate people• Worked towards achieving set goals while being an ambassador for innovation by offering legendary experiences and trusted advice• Worked effectively as a team, used and learnt from them and supported my co-workers to resolve customer issues, and improve efficiency of the advice team Show less

  • Investment Representative

    Nov 2022 - Feb 2025

  • Easyline Specialist

    Jul 2021 - Nov 2022