Dymede Purvis has over 15 years of experience in customer service roles, including positions in call centers and healthcare. She has held various roles such as Special Operations Team Manager, Provider Relations Representative, Benefits Specialist, and Collections Specialist. Purvis has strong communication, problem-solving, and computer skills, including proficiency with Excel. She has an Associate's degree in Business Administration and training in customer service.

1. Dymede N. Purvis
PO Box 13866 St. Petersburg, Florida 33733
813-397-7595
dymede.purvis@yahoo.com
I am a positive and quick learning individual; I have excellent interpersonal skills, supervisory and support staff
knowledge as well as a great team player.
Education
May 2000, Associate of Arts in Business Administration/ Accounting, Saint Petersburg College
Training
 Ulysses Call Center Customer Service Training
Military
United States Army – Baumholder, Germany
July 1995 – July 1998 Track Vehicle Repairman
Work Experience
June 2014 – July 2015 Special Operations Team Manager US Imaging
Tampa, Florida
 Call Center environment.
 Assigned daily task and ensure completed before close of business.
 Point of contact between other departments
 Create and manage Excel spreadsheets and reports to track employee productivity.
 Resolved escalated cases with clients, providers and facilities as related to special operations.
o Held positions as Customer service Rep I and Special Operations Rep II
August 2011 – March 2013 Provider Relations Representative II Universal Health Care
St. Petersburg,Florida
 Call Center environment
 Initiate customer contact to ensure satisfaction with service provided.
 Thoroughly research assigned ticket issues and take appropriate action to resolve and meet turnaround time
requirements and quality standards.
 Develop tickets requiring additional information in order to make a final determination on the disposition.
 Update and maintain information in Fortuna (database).
 Assist management with special projects as needed.
 Contact providers for data necessary to complete assignments.
 Assist all departments in communicating issues and resolutions to providers and members.
 Provide quality customer service with inbound and outbound calls with members & providers.
 Researched and analyzed CTM’s to prevent future complaints.
 Investigate problems of an unusual nature in area of responsibility and present proposed solution in a clear and
concise manner.
 Create and manage Excel spreadsheets and reports to track employee productivity.
 Quality checked team member’s final dispositions to ensure appropriate and accurate resolution of issues.
 Processed daily request for providers received via tickets, email, mail and fax.
 Created Provider Operations filing system
 Cross – trained in credentialing and configurations.
 Extensive knowledge of HIPAA laws (Health Insurance Portability and Accountability act).
o Held positions as Enrollment Specialist Rep I and Enrollment Specialist Rep II

2. October 2004 – April 2009 Benefits Specialist III Ceridian Benefit Services
St. Petersburg,Florida
 Call Center environment
 Provide quality customer service with inbound and outbound calls with members & providers.
 Adjust and make necessary corrections on invoices for print and re-billed accounts.
 Process daily request for COBRA members & providers received via phone, email, mail, and fax.
 Create and manage Excel spreadsheets and reports to track employee productivity.
 Handle and process checks for out of balance client accounts.
 Cross-trained in handling Flexible Spending Accounts (FSA).
 Extensive knowledge of HIPAA laws (Health Insurance Portability and Accountability act).
o Held positions as Customer Service Rep I, Customer Service Rep II and Reconciliations Rep II
July 2003-September 2004 Collections Specialist Audit Systems Incorporated
Clearwater,Florida
 Call Center environment
 Provide quality customer service with inbound and outbound calls with customers.
 Manage high risk collection accounts to avoid losses to the organization.
 Setup personalized plans to assist customers with repayment options to decrease debts.
 Skip-Tracing.
May 2001 – August 2002 Researcher Florida Orthopedic Institute
Tampa, Florida
 Assist resident doctors with personal medical projects.
 Answer phones and deliver messages to the appropriate individual in the office.
 Manage inventory of patient x-rays and medical files.
September 1998 – July 2000 Mutual Funds Liaison Raymond James Financial
St. Petersburg,Florida
 Provide data to maintain up-to-date records with client accounts.
 Balance monthly reports to show debits and credits of accounts.
 Data entry