Sarah Oubaiche
Permanent Address: *****, Dallas, Texas, USA. Tel: 857-***-**** ac7flg@r.postjobfree.com
A dynamic and a results driven professional with over 10 years’ experience in Client Management and Call center Operations. A Client focused, energetic and team spirited individual with a strong work ethic.
Core competencies include:
Client needs analysis
High Call volume Handling
Team Coaching & Leadership
Managing difficult situations
Efficiency Improvements
Call monitoring Operations
CAREER EXPERIENCE
Texas Woman Muslim Foundation (October 2017 to Current)
Hotline Specialist
Case Manager Dispatcher
Legal aid and Counselor Referral
Landline and front desk Specialist
Client Face to Face Intake and over the phone
Mail log
Monthly Report
Calls Log
Tuft Health Plan, Boston, MA, USA (April 2017 to Sept 2017)
Client Service Team Lead
Work in call center environment handling high call volumes of about 200 to 250 incoming calls per day
Act as primary client contact, to deliver an exceptional client experience.
Improve call management database efficiency by changing and updating contact information
Manage the escalated service issues and concerns received from members
Perform quality assurance and reported incidents/errors after call monitoring
Educate clients on the program as well as navigation of the website
Train new employees to incorporate an efficient screening process
Maintain expectations regarding call quality and resolution time
Ensure team members objectives are met by conducting a one to one review
Tuft Health Plan, Boston, MA, USA. (Nov 2016 to April 2017)
Client Service Representative
Handel calls in a call center environment with high inbound and outbound calls
Manage the client benefits and eligibility
Maintained a polite and professional telephone manner
Review medicals claims and insurance coverage
Review billing and prior authorization status
Consistency maintained a higher customer service satisfaction via quality control
Address and resolve customer complaints empathetically and professionally
Act as interpreter on Arabic and French lines
Masshealth Medicaid Boston MA, USA (March 2016 to November 2016)
Client Service Representative
Handel calls in a call center environment with high inbound and outbound calls using the MMIS & MA21systems
Manage and process members applications and review benefits eligibility
Utilize support applications to efficiently assist members PCA Coverage (Personal Care Attendant)
Review Transportations Claims and process payments
Act as interpreter on Arabic and French lines
Econolodge Choice Hotels, Boston, MA, USA (August 2016 to March 2016)
Assistant Vice Manager, Front Desk
Perform guest check –in and check out and take reservation
Manage the cleaning team and review their schedule
Review and ensure the set up for all daily events ( breakfast,conferences and restaurant activities )
Process the payment and closed the end of day shifts via Choice Hotel System
Review the Food Inventory and process orders as needed
International Medical Interpreters Association (December 2013 To Now)
Medical Interpreter (on line and on call)
Act as a translator between the patients and doctors in various hospitals in Boston (Arabic and French)
Fully HIPAA trained.
Assists students with finals and tests in both Arabic and French.
Teach medical Terminology
meet and assist student before the exam and before interviews
EDUCATION & CREDENTIALS
Institute for ISBCC Boston MA
Medical Interpreter Certificate
December 2013
CVS CAREMARK
Pharmacy Technician Training At CVS
April 2014
University Oran Algiers, Algeria
Bachelor's Degree in French Literature
September 2008
High School Oran Algiers, Algeria
High School Diploma
June 2004
Proficient skills
MS Excel, MS Word, MS PowerPoint
Fluent in English, Arabic and French.
Tutoring in Different Language
Energetic and a fast Learner