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Service Representative Customer

Plano, TX
October 19, 2018

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Sarah Oubaiche

Permanent Address: *****, Dallas, Texas, USA. Tel: 857-***-****

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


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


Institute for ISBCC Boston MA

Medical Interpreter Certificate

December 2013


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

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