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Click here or scroll down to respond to this candidateCandidate's Name
Street Address Legacy Falls Drive SChapel Hill, North Carolina Street Address
PHONE NUMBER AVAILABLE EMAIL AVAILABLEProfessionalSummaryProfessional 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.SkillsMicrosoft 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 teams, Global Protect, DTC Settlemnt, Bloomberg, Research, PTS, PSS, ASP System, ADP, Proigicent in Excel, SNOW, Google Suite, Canopy, Greenway EMR, Updox, WorkdayEducation :Syracuse University: B.S. Candidate in Consumers Studies (125 credits)-3Experience :Oak Street Health Welcome CoordinatorFull Time April 2024 PresentWelcoming patients and guestsConducting visit check-in and assisting patients with required formsUpdating patient information and making changes in electronic medical record platformScheduling/rescheduling appointments within electronic medical records platformManaging phone lines by answering, taking messages, and Welcoming patients and guestsConducting visit check-in and assisting patients with required formsUpdating patient information and making changes in electronic medical record platformScheduling/rescheduling appointments within electronic medical records platformManaging phone lines by answering, taking messages, and conducting outbound calls as instructedMaintaining the cleanliness of the Welcome and Community Room areasCollecting co-paysMay be required to float to other centers in the region on an infrequent basisManaging faxes in the electronic fax platformComplying with HIPAA ensuring the right to privacy for patients recordsMaintaining the cleanliness of the Welcome and Community Room areasCollecting co-paysMay be required to float to other centers in the region on an infrequent basisManaging faxes in the electronic fax platformComplying with HIPAA ensuring the right to privacy for patients recordsThermo Fisher Scientific Customer Assistance SpecialistRemote Nov 2023 Mar 2024Provides high quality customer service to client customers including consumers, health care professionals (HCPs), and client personnel. Documents interactions according to client guidelines. Identifies adverse events (AEs) and product complaints (PCs). Processes fulfillment (e.g., mail, fax, e-mail) and performs administrative responsibilities as needed.Provides high quality customer service to client customers including consumers, HCPs, and client personnel.Documents interactions according to client guidelines. Identifies AEs events and PCs.Maintains knowledge of policies and procedures including client products, SOPs, protocols, GCPs, and all applicable regulatory requirements.Processes medical information request (e.g., fulfillment) via e-mail; fax and regular mail.Performs line checks and system verifications, and generates reports.CIOX Health Outreach AgentRemote Dec 2022 Mar 2023Contact assigned medical providers by phoneUse call scripts to encourage medical providers to send in charts via fax or mailRespond to questions or concerns from provider officesFollow-up on initial contactsComplying with HIPAA ensuring the right to privacy for patients recordsLog 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 directedAccurate record keeping and data managementUsing Chart Finder to update outbound phone calls.Documenting well-written & complete notes for every case.Color Health, Inc. Patient Support Agent, Clinical LabRemote Start-up Nov 2021 May 2022Provide 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 of 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 storingsensitive 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, diagnose and troubleshoot 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 basisMaking 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 ClaimsRemote May 2021 Nov 2021Assists customers 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 calls, 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 MarketRemote Oct 2020 April 2021Assist 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 consumerThe Virtual Call Center Carnival Cruise Line Customer ServiceRemote Jul 2019 Jul 2020Provide 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 Carnivals website, internal web based knowledge service, system tools, and other resources to independently respond to inquiries. Document all calls, detailed resolution and follow-up actionsTarget Cashier Team MemberApex, NC Oct 2014-Mar 2018Provide 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 Teachers Aide for NYC Summer Reading AcademyNew York, NY Jul 2012-Aug 2012Assist teachers 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- ContractBrooklyn, NY Feb 2011 - Jan 2012Delayed Entitlements monitor for interest payment on various products: GNMA, CMO, Principal & Interest, release good payments delay bad onesCreated Base Holdings, modified statements, sent out 3/5 day debit and 1 day credit noticesExperience in Municipal/Corporate Bonds, MBS/ABS Allocations, servicing variable rate securities, accurately computed interest due to customers on various securitiesResponded to daily customer queries via Q-TRAKS/IMS and email, processed broker claims SPO, IDC in a timely mannerKept track of payables/receivables on several reports: ASP Variable Rate Report, Missing Information Report, Daily Compare Report & Manual ADDS ReportUpdated security master, applied checks, wires and ACH paymentsComplete research and reconciliation for account payable/receivable, application of checks and wires to appropriate locations.Brown Brothers Harriman Payment Allocation Specialist & Claims Analyst II ContractJersey City, NJ Nov 2009 Dec 2009Responsible 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 HeadquartersAllocated 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 chargesCitigroup Private Bank Income Processing Specialist ContractNew York, NY Aug 2007 Dec 2008Responsible for the allocations of monthly processing payments on the 15th, 20th & 25th of Government Bond which includes P & I paymentsResponsible 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 offsUBS Mutual Fund/Portfolio Assistant- ContractWeehawken, NJ Jul 2006 Feb 2007Provided 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 processingCorrected discrepancies in customers account on the RUMBA systemTraxis Partners & Merrill Lynch Data Entry Assistant ContractNew York, NY Mar 2005 Oct 2005Responsible for the maintenance and accurate update of excel Spreadsheets for Mutual Funds clients, Input portfolio data for new clientsUtilize Bloomberg research to obtain proper domain nameDeutsche Bank Securities Inc. Valuations Analyst-ContractNew York, NY Nov 2002 Nov 2004Obtained 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 SystemManeuvered CMBS, ABS & MBS websites on a daily basis to obtain prices;Ensured bond pricing analysis with accurate rate calculationsDelivered 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 ariseMorgan Stanley Dean Witter Government Settlement Analyst-ContractNew York, NY Jun 2001 - Jul 2001Responsible 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 journalsAssisted with Tri Party Pledging at the end of the day; Investigated and corrected errors in customers account and statementsProcessed pending items through the BONY system; Researched and reconciled cash and stock records breaksBear Stearns Securities Corp. Dividend Analyst- PermanentBrooklyn, NY Oct 2000 - Feb 2001Processed 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 SecuritiesResponsible for Pre-payable and post payable date balancing and research of payable and receivable accounts for Municipal Bond InterestBank of New York Domestic Income Collections Specialist-PermanentNew York, NY Jan 1999 - Oct 2000Experience 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 microfilmContacted 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 mannerResponsible for the research of securities range R-Z, processing FDC and IDC tickets to debit or credit accountsResearched and resolved DTC short positions, interaction with Stock Loan, Money Market Transfer and Physical Delivery Departments in order to reconcile discrepanciesResponsible for account payable/ receivable, application of checks and wires to appropriate locations. |
