Call Center Service Representative

Barbara Michelle Purvis

**** ******* **** **., ***** Winchester, Oh 43110 · 740-***-****

********@*****.***

EXPERIENCE

Automated Health Systems/Remote/part time/Columbus, OH 2/2021 – 11/2023

Customer Service Representative at The Ohio Medicaid Consumer Hotline

Enrolled and changed consumers managed care plan in a call center

Completed yearly Medicaid renewals

Educated consumers on Medicare and how their benefits changed once Medicare started and Medicare Premium Assistance Programs when they were no longer qualified for Medicaid

Submitted service remedy tickets when consumers experienced problems with receiving medical services because there was a discrepancy in the systems.

Educated consumers on income and resource guidelines

Reissued traditional Medicaid cards

Submitted bill payment request when traditional Medicaid was late paying the providers

Directed consumers to other offices when we were not authorized to handle their requests; for example: County office, Atty General Office, managed care plans, Medicare

Followed HIPPA guidelines

Documented all calls in CRM

Emailed supervisors and leads with questions when the answer could not be found in Protocol

Returned calls when placed in the returned calls que

Recorded call information on spreadsheet when systems were down and entered in CMS when system became available

Worked extra hours to meet the company’s needs

Wesley Ridge Retirement Community/part time/Reynoldsburg. OH 6/2020 – 1/2021

Receptionist

Answered and directed all incoming calls

Ensured that all pendants (residential calls for medical assistance) were responded to by the nurses. Made announcements if they were not and documented all requests

Recorded temperatures of all employees when they arrived at work in the midst of COVID.

Performed hourly checks to ensure all walkie talkies were functioning properly

Alerted nurses when pharmacy arrived

Created and posted daily flyers throughout all of the centers. Utilized word and publisher

Made emergency calls to paramedics when directed by the nurses

Contacted the director when patients were transported to the hospital or transitioned

Balance cash register at the beginning and end of each shift

Defense Finance and Accounting Service/Hybrid Remote/full time/Columbus, OH

Financial Systems Specialist/Systems Manager/Retired 8/2015 – 7/2019

Managed accounting systems by working with the customers owner of system), developers and Information Security Systems Managers by fixing issues and updating systems

Created, edited and updated source documents using word and pdf

Routed pdf documents for signature and stored on the accounting website that I managed

Routed FISCAM (Federal Information System Controls Audit Manual) test documents for validity and signature. Stored signed documents in CRM for audit purposes

Established and conducted meetings from the office and remotely to distribute and obtain information

Defense Finance and Accounting Service/Hybrid Remote/full time/Columbus, OH, Cleveland, OH, Annapolis, MD, San Diego, CA, Mechanicsburg, PA

Financial Systems Analyst 8/2008 – 8/2015

Managed web page for Navy Enterprise Resource Planning

Newsletter manager – wrote and edited articles using word and publisher

Analyzed accounts payables monthly metrics

Temporarily promoted for 120 days as the accounts receivables lead

Served as team lead on Navy ERP 2.0 project in Annapolis Md for a new accounting system ensuring the developers and testers provided documentation complied with DoD rules and regulations

Reported weekly findings with supporting documentation

JCPenney/Remote/part time/Columbus OH 9/2012 – 8/2017

Champ I

Placed orders on incoming calls while upselling complimentary items in a call center environment

Checked on status of orders

Checked on returns and refunds

De-escalated irate customers

Elevated issues for Champ II when customers’ demands were outside of procedures

Temporarily promoted for one year to make outgoing calls to customers on the unavailability of items that they ordered but were no longer in stock offering gift cards for their trouble and customer retention

TECHNICAL SKILLS

Collaboration Tools: Zoom, Teams, WhatsApp, phone, email, text

Productivity & Accounting Software: Microsoft Office (Word, Excel, PowerPoint, Publisher), ERP, SAP, CMS

Skillfully adapting to new technologies quickly and independently

Double monitors while utilizing multiple systems and applications

SKILLS AND TOOLS

Verbal and written communication

Independent

Active listener

Time and Task Management

Empathy

Proactive questions

Documentation

Call Center

Fast-paced environment

Compassionate

Enthusiastic

10-key

Organizational skills

Attention to Detail

Comfort with Technology

Multitask

Flexible

Analytical skills

Patient

De-escalation skills

Growth Mindset

Problem Solving and/or Troubleshooting skills

Department of Defense, 32 years

EDUCATION

Franklin University, MBA, incomplete

Park University, Bachelor of Science, Management/Accounting

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