MACHERE ILBOUDO

*** ****** ***** ***** *

Chapel Hill, North Carolina 27517

(512) 987 – 8543 adw25m@r.postjobfree.com

Professional

Summary

Professional subject matter expert with experience in payment allocations for Fixed Income and Variable rate products; which includes Corporate, Municipal Bonds, Asset Backed and Mortgage Backed Securities. My vast knowledge of the financial sector enriched by several years of experience in Back Office Operations and as a Principal & Interests Specialist, would prove to be of value to your team.

Skills

DTC Settlement, Bloomberg, Research, PTS, PSS, ADP, ASP System, Proficient in Excel, Microsoft, SNOW,

Word, Lotus Notes, Novell Network, Avaya, Navigator, iknow, QTERM, GMP, Salesforce, Epiphany, JDA,

Time Management, Critical Thinking, Problem Solving, Product Knowledge, Analytical Skills, Salesforce,

Technical Documentation, Postmark, AWS, Beacon, OKTA, UJET, Chart Finder, Ring Central, MAX Agent, Outlook, Microsoft teams, Global Protect

Education Syracuse University: B.S. Candidate in Consumers Studies (125 credits)-3

Experience CIOX Health Outreach Agent

Remote Dec 2022 – Mar 2023

Contact assigned medical providers by phone

Use call scripts to encourage medical providers to send in charts via fax or mail

Respond to questions or concerns from provider offices

Follow-up on initial contacts

Complying with HIPAA ensuring the right to privacy for patient’s records

Log all call transactions into the designated computer software system(s)

Meet minimum call volume and quality requirements for the position; adhere to daily and weekly call goals as directed

Accurate record keeping and data management

Using Chart Finder to update outbound phone calls.

Documenting well-written & complete notes for every case.

Color Health, Inc. Patient Support Agent, Clinical Lab

Remote Start-up Nov 2021 – May 2022

Provide prompt email and phone support to our customers. Resolve customer and operational issues, including triaging when appropriate.

Assist with data order entry, fulfillment, account creation in instances of overflow.

Communicate customer experiences to the broader Color team as part of continuous improvement efforts.

Contribute to the development of the support team's internal tools, processes and procedures, and tracking metrics.

Log cases in Salesforce and update existing cases by keeping record each phone call with the customer. Each phone communication will require a manual process to link the call to the open case.

Using Salesforce for inbound & outbound phone calls and email. Documenting well-written & complete notes for every case.

Maintaining PHI & HIPAA compliance by navigating multi-tiered online security systems storing

sensitive information, while protecting patient confidentiality. Verifying all necessary information first before providing further assistance.

Assisting patients that have trouble viewing their COVID-19 test results by correcting necessary information in order for them to access & download their results.

Troubleshooting complex issues with patients’ Color accounts so they can successfully upload their vaccination status and/or activate their COVID-19 testing kit in order to remain compliant with their organization.

Documented, diagnosed and trouble shoot technical issues, directing tickets to appropriate personnel for remediation.

Utilized operating systems such as: Slack, Django, CPP, Clinical, Postmark, JIRA, Salesforce and Mac OS on a daily basis

Making and confirming vaccinations and Covid-19 test appointments.

Maintain high levels of customer support service and care ensuring each person has a comfortable and positive experience.

Fielding, processing & resolving 50+ calls, online inquiries and email daily email daily.

ASM Research Customer Service Representative State of Maryland Unemployment Claims

Remote May 2021 – Nov 2021

Assists customer with award origination and disbursement processing and identifying and resolving processing issues.

Assist in resolving batch edits and errors, missing documents and signature pages, fixing data and sending action items for customers to complete.

Provides monitoring support and outreach for batch processing issues and errors, edit code rejects, issue follow up and resolution as requested.

Log cases in Beacon and update existing cases by creating SNOW tickets to record each phone call with the customer. Each phone communication will require a manual process to link the call to the open case.

Responsible for researching then denying or approving various documents in a Back Office capacity.

Responsible for basic inbound call, outbound calls in front office and back- office services of investigating Proof of Identity, Mixed Earnings Self Employment and Proof of Employment.

Radial Customer Service Representative 1 Customer Care for Cost Plus World Market

Remote Oct 2020 – April 2021

Assist customers with varying levels of questions, inquiries, or requests on refunds, placing orders, Use a computer system to track and gather information from consumers Achieve productivity standards and goals set by the company while maintaining high-level customer service.

Use excellent guest service skills. Handle reships returns and coupon issues. Read labels and other product information. Cross train to assist other clients as needed.

Use a computer system to track and gather information from consumer

The Virtual Call Center Carnival Cruise Line Customer Service

Remote Jul 2019 – Jul 2020

Provide consistent, high quality support to guest and Travel Agent partners via phone; focusing on questions related to Carnival Cruises, destinations, ship amenities and many other pre-cruise related items.

Research, navigate, locate answers for guests and Travel Agent partners by leveraging Carnival’s website, internal web based knowledge service, system tools, and other resources to independently respond to inquiries. Document all calls, detailed resolution and follow-up actions

Target Cashier Team Member

Apex, NC Oct 2014-Mar 2018

Provide fast, fun and friendly checkout service. Resolve guest concerns in a positive, helpful manner. Work as part of a team with knowledge of the RED card to solicit guest registrations.

Use excellent guest service skills. Handle money and coupons. Learn new technology. Read labels and other product information. Cross train and work in other areas of the store as needed. Quickly and accurately scan and bag items and collect payment.

LSA Family Health Service Teacher’s Aide for NYC Summer Reading Academy

New York, NY Jul 2012-Aug 2012

Assist teacher with 3rd & 4th graders who are failing or below grade level for reading and writing.

The Bank of NY Mellon Senior Ac Administrator/ P&I Specialist- Contract

Brooklyn, NY Feb 2011 - Jan 2012

Delayed Entitlements monitor for interest payment on various products: GNMA, CMO, Principal & Interest, release good payments delay bad ones

Created Base Holdings, modified statements, sent out 3/5 day debit and 1 day credit notices

Experience in Municipal/Corporate Bonds, MBS/ABS Allocations, servicing variable rate securities, accurately computed interest due to customers on various securities

Responded to daily customer queries via Q-TRAKS/IMS and email, processed broker claims SPO, IDC in a timely manner

Kept track of payables/receivables on several reports: ASP Variable Rate Report, Missing Information Report, Daily Compare Report & Manual ADDS Report

Updated security master, applied checks, wires and ACH payments

Complete research and reconciliation for account payable/receivable, application of checks and wires to appropriate locations.

Brown Brothers Harriman Payment Allocation Specialist & Claims Analyst II –Contract

Jersey City, NJ Nov 2009 – Dec 2009

Responsible for the maintenance of excel Spreadsheets for 4 daily reports.

Computation and allocation of payment for entitlements to holders over a key date.

Reviewed stock record and announcements to determine ownership; Processed and distributed Broker Claims received via fax from Boston Headquarters

Allocated collections/payments of entitlements of dividends, principal and interest; Processed SPO charges for various products.

Executed end of day Journals in the ADP system to offset SPO charges

Citigroup Private Bank Income Processing Specialist –Contract

New York, NY Aug 2007 – Dec 2008

Responsible for the allocations of monthly processing payments on the 15th, 20th & 25th of Government Bond which includes P & I payments

Responsible for maintaining accurate announcement information of Security Master via SEI internal system.

CMO claims research and processing, of FNMA, GNMA & Freddie Mac / reconciliation, Broker Claims.

Payable date processing – On payable date eligible customer accounts are credited with income payments offsetting receivable credited in the GNMSUS suspense account.

Processed daily GTS break reports by updating announcement information and adding or deleting announcement records as necessary.

Research and reconciliation of aged receivable and payable accounts on Aged Suspense Report, Cash Recon Report and Compare Report.

GSS break report reconciliation Daily (CPT) Collateral Pass Through processing. Penny Pair offs

UBS Mutual Fund/Portfolio Assistant- Contract

Weehawken, NJ Jul 2006 – Feb 2007

Provided support to the portfolio team. Updated excel Spreadsheets for new clients:

Processed Equity trade allocations for buy and sell side. Process live orders from clients. Account transaction processing

Corrected discrepancies in customers account on the RUMBA system

Traxis Partners & Merrill Lynch Data Entry Assistant – Contract

New York, NY Mar 2005 – Oct 2005

Responsible for the maintenance and accurate update of excel Spreadsheets for Mutual Funds clients, Input portfolio data for new clients

Utilize Bloomberg research to obtain proper domain name

Deutsche Bank Securities Inc. Valuations Analyst-Contract

New York, NY Nov 2002 – Nov 2004

Obtained prices of Corporate and Mortgage Backed Securities through daily interactions with traders via Bloomberg, telephone and daily excel spreadsheets.

Updated client valuations through newly developed system – The Bond Pricer Rate System

Maneuvered CMBS, ABS & MBS websites on a daily basis to obtain prices;

Ensured bond pricing analysis with accurate rate calculations

Delivered daily, weekly, month end statements to clients as per request via email/fax.

Responsible for servicing large client population and working to resolve any issues that arise

Morgan Stanley Dean Witter Government Settlement Analyst-Contract

New York, NY Jun 2001 - Jul 2001

Responsible for Clearing Trades for various investment products including Bonds, Agency, Bills, Strips and US Treasury Notes, Debit & Credit Buy and Sell on Cash Margin Report, Free Receives/Free Delivers and journals

Assisted with Tri Party Pledging at the end of the day; Investigated and corrected errors in customers account and statements

Processed pending items through the BONY system; Researched and reconciled cash and stock records breaks

Bear Stearns Securities Corp. Dividend Analyst- Permanent

Brooklyn, NY Oct 2000 - Feb 2001

Processed daily Municipal Bond Interest, including balancing record date to payable date due bills and maintained accurate announcement information of physical Municipal Bonds. Municipal claims research and processing, Dividend research/reconciliation, Broker Claims.

Telephone research support services, including fielding telephone calls for subsequent research and reconciliation.

Processed daily DTC dividend related reports by updating announcement information and adding or deleting announcement records as necessary.

Research and reconciliation of aged receivable and payable accounts on Municipal Bonds Interest.

Preparation of Trial Balance reconciliation. DTC settlement processes for MBS, ABS, Rates and Corporate Securities

Responsible for Pre-payable and post payable date balancing and research of payable and receivable accounts for Municipal Bond Interest

Bank of New York Domestic Income Collections Specialist-Permanent

New York, NY Jan 1999 - Oct 2000

Experience with manual processing and client service in Municipal/Corporate bonds, MBS/ABS, servicing fixed and variable rate securities, accurately computed interest due to customers on various securities; Updated security master file, wire input, pull certificates from microfilm

Contacted paying agents and administrators to negotiate early charges and timely interest payments.

Responsible for the Input and update of interest rates, issuing DTC inquiries. Processed claims, collections, and SPO and NSCC charges.

Researched & resolved customer questions and concerns in a timely manner via internal system(Q-TRACK)

Executed research/reconciliation of broker claims in a timely manner

Responsible for the research of securities range R-Z, processing FDC and IDC tickets to debit or credit accounts

Researched and resolved DTC short positions, interaction with Stock Loan, Money Market Transfer and Physical Delivery Departments in order to reconcile discrepancies

Responsible for account payable/ receivable, application of checks and wires to appropriate locations.

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