Dave Panchal
Summary
Experienced compliance auditor with expertise in outbound dialing controls and regulatory review. Specializes in TCPA, FDCPA, Regulation F, and documentation accuracy. Dedicated to minimizing risk and ensuring audit-ready records. Proficient in SQL, remote support, and dialer platforms, with a strong emphasis on process improvement and service delivery. Focused on reducing risk, validating system changes, and maintaining audit-ready records.
Overview
2
2
Languages
30
30
years of professional experience
Work History
Systems Support Analyst
Discover Card / Capital One
06.1996 - 06.2026
- Analyzed application errors, identified root causes, and coordinated permanent fixes with development and infrastructure teams.
- Resolved complex production incidents across card-processing systems, restoring service and minimizing business disruption.
- Monitored batch jobs, reconciled failed processes, and ensured timely completion of critical account updates.
- Supported incident management workflows, prioritizing tickets and maintaining accurate documentation for audit readiness.
- Monitored and maintained compliance with federal and state regulations governing consumer contact, outbound dialing, and debt collection activities.
- Reviewed dialer strategies, campaigns, call parameters, and contact practices to ensure alignment with applicable consumer-protection requirements, including TCPA, FDCPA, Regulation F, and Do-Not-Call requirements.
- Monitored outbound dialing activities to ensure compliance with company policies, procedures, and applicable federal and state regulations.
- Reviewed dialer campaigns and configurations to identify potential compliance risks and ensure calls were placed according to established requirements.
- Monitored calling practices, contact strategies, account segmentation, and dialing schedules for compliance with regulatory guidelines.
- Reviewed system changes and new dialing strategies to identify potential compliance issues prior to implementation.
- Assisted with User Acceptance Testing (UAT) and validation of dialer changes to ensure compliance requirements were maintained.
- Researched and resolved compliance-related issues involving dialing rules, account eligibility, call frequency, and contact restrictions.
- Maintained accurate compliance reports, documentation, audit records, and tracking of identified issues.
- Escalated potential violations or system issues to appropriate management and compliance personnel.
- Supported implementation of process improvements designed to reduce compliance risk and improve dialer controls.
- Maintained knowledge of applicable regulatory requirements and internal compliance standards affecting outbound customer communications.
- Conducted detailed audits and research of outbound dialing activity to ensure accuracy, compliance, and adherence to established business requirements.
- Reviewed customer account information, call records, dialing history, and system data to research discrepancies and identify potential issues.
- Investigated dialer activity and account-level exceptions to determine root causes and recommend appropriate resolutions.
- Performed quality-control reviews of dialer campaigns, call attempts, contact results, and account segmentation.
- Analyzed data and system reports to identify trends, errors, inconsistencies, and opportunities for process improvement.
- Researched customer and account information across multiple internal systems to validate data and support audit findings.
- Documented audit results, research findings, exceptions, and corrective actions with a high level of accuracy.
- Assisted with investigating Corporate complaints, ECOA by researching and gathering detailed supporting evidence from multiple database,system applications and company set compliance policies.
- Performed User Acceptance Testing (UAT) for automated dialing systems, campaigns, and system enhancements prior to production implementation.
- Developed and executed test scenarios and test cases to validate dialer functionality, account routing, call scheduling, and campaign rules.
- Tested system changes and enhancements to ensure they met business requirements and operational expectations.
Identified, documented, and tracked system defects, discrepancies, and unexpected results through resolution. - Validated dialing logic, campaign configurations, account segmentation, call outcomes, and system integrations.
- Conducted regression testing to ensure system updates did not negatively impact existing dialer functionality.
- Compared expected versus actual results and provided detailed documentation and feedback to technical and business teams.
- Strategically prioritized accounts and adjusted dialing parameters based on risk, account characteristics, and business objectives.
- Monitored and managed automated outbound dialing strategies to support risk-management and customer account initiatives.
- Generated and analyzed daily, weekly, and monthly reports to track key performance indicators and identify trends.
- Managed a portfolio of delinquent credit card accounts and contacted customers to discuss outstanding balances and available payment options.
- Conducted professional, solution-focused conversations with customers experiencing financial difficulties while maintaining a positive customer service experience.
- Negotiated payment arrangements and worked with customers to establish realistic repayment solutions based on their individual circumstances.
- Processed payments and accurately documented customer interactions, account updates, and payment arrangements in company systems.
- Educated customers regarding account balances, payment requirements, available options, and potential consequences of continued delinquency.
- Handled sensitive and confidential customer and financial information in accordance with company policies and regulatory requirements.
Loss Prevention / Store Safety Coordinator
Sears Roebuck
02.1997 - 08.1999
- Coordinated safety training sessions for associates on emergency procedures and accident prevention.
- Conducted workplace safety inspections to identify hazards and enforce OSHA compliance standards.
- Investigated incidents and near misses, documenting findings and supporting corrective action plans.
- Maintained injury logs, inspection records, and regulatory documentation with accuracy and consistency.
- Monitored store activity to identify and deter potential theft, fraud, and other loss-related activities.
- Observed customer and employee activity and investigated suspected theft in accordance with company policies and procedures.
- Assisted in identifying, documenting, and recovering merchandise involved in suspected theft incidents.
- Prepared reports documenting theft incidents, investigations, recovered merchandise, and other security-related activities.
- Worked closely with management and fellow employees to promote awareness of theft prevention procedures.
- Assisted with internal investigations involving suspected employee theft or policy violations.
- Maintained professionalism and discretion when handling sensitive security and personnel matters.
Education
No Degree - Business
Wesley Boys Junior College
Secundrabad, AP, IndiaSkills
- Auto Dialers: Unison, ALM (Account List Management), Noble
- SQL, Microsoft Office
- Remote support
- Wireless networking
- VoIP technologies
- Compliance auditing
Languages
Hindi
Professional Working
Gujarati
Professional Working
Timeline
Loss Prevention / Store Safety Coordinator
Sears Roebuck
02.1997 - 08.1999
Systems Support Analyst
Discover Card / Capital One
06.1996 - 06.2026
No Degree - Business
Wesley Boys Junior College