Center Representative Call

LOIS ANOBIT

Cincinnati, OH 515-***-**** ***********@*****.***

Available for Remote Work Bilingual: English & French

Professional Summary

Dedicated and empathetic Call Center Representative with over 5 years of experience providing exceptional support in healthcare, Medicaid, and bilingual customer service environments. Proven ability to handle high-volume inbound and outbound calls, resolve complex issues, and maintain compliance with HIPAA and government regulations. Adept in remote work environments with a strong command of tools like EPIC, Salesforce, Avaya, and Zendesk. Fluent in English and French, delivering culturally responsive and personalized service to diverse customer bases.

Professional Experience

Call Center Representative – Ohio Medicaid Program (Remote)

Gainwell Technologies – Columbus, OH

January 2022 – Present

Serves as the primary point of contact for Ohio Medicaid members, resolving inquiries regarding eligibility, benefits, claims, provider lookups, prior authorizations, and appeals.

Handles an average of 100+ calls daily, ensuring first-call resolution and maintaining excellent customer satisfaction metrics.

Uses Medicaid Management Information System (MMIS), Salesforce, and internal knowledge bases to log interactions and verify account details.

Educates members about their rights, responsibilities, and available services under the Medicaid program, ensuring cultural sensitivity and accessibility.

Assists in onboarding and training of new hires, including mock calls and system walkthroughs.

Adheres strictly to HIPAA, CMS, and state compliance guidelines, and escalates critical issues to clinical or policy teams when necessary.

Consistently exceeds quality benchmarks for call handling time, professionalism, and compliance.

Patient Services Contact Center Representative (Remote)

OhioHealth Medical Group – Columbus, OH

February 2020 – December 2021

Supported a multi-specialty medical group by handling scheduling, appointment confirmation, patient education, and pre-visit insurance verification.

Used EPIC EMR system to manage patient information, coordinate between departments, and ensure accurate and timely scheduling.

Served as the first point of contact for patients requesting services ranging from primary care to diagnostics and specialty consults.

Provided support for COVID-19 testing and vaccine scheduling, answering high volumes of calls while maintaining empathy and calm communication.

Managed escalated situations, including complaints and billing questions, offering resolution or directing patients to appropriate departments.

Maintained consistent performance in CSAT, call quality audits, and productivity targets.

Collaborated closely with clinical teams and schedulers to optimize patient throughput and minimize no-shows.

Bilingual Customer Service Representative (French & English)

Williams-Sonoma, Inc. / Cincinnati, OH

March 2019 – January 2020

Provided bilingual customer support in both French and English across North American markets for Williams-Sonoma and its brands (Pottery Barn, West Elm, etc.).

Responded to a wide range of inquiries including order tracking, product issues, billing adjustments, refunds, returns, and shipping disputes.

Handled an average of 80–90 contacts per shift through phone, email, and chat, meeting and exceeding KPIs for AHT (Average Handle Time), NPS, and QA scores.

Utilized Salesforce CRM and Oracle Service Cloud to manage case notes and ensure seamless multichannel support.

Handled escalations with tact and diplomacy, providing effective resolutions and retaining customer loyalty.

Recognized regularly for outstanding service and bilingual support excellence, particularly during peak holiday seasons.

Collaborated with French-speaking teams and customers across Canada and Europe, ensuring proper cultural and linguistic communication.

Technical Skills

CRM & Call Tools: Salesforce, EPIC, Zendesk, Avaya, Five9, NICE

Systems: MMIS, Oracle Service Cloud, Genesys Cloud

Compliance: HIPAA, Medicaid CMS Guidelines

Productivity Tools: Microsoft Office Suite, Google Workspace

Languages: Native French and Fluent English

Remote Collaboration: Zoom, Teams, Slack, Google Meet

Education

HND – Nursing ( 3 years college course work covered )

High School Diploma

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