MARCEL CARL MICHAEL
Chennai
Summary
Digital operations leader with extensive experience at EXL Health, specializing in revenue generation and client relationship management. Proven expertise in data analysis and AI-driven techniques, resulting in significant process improvements, automations and enhanced customer satisfaction. Skilled in cross-functional collaboration and team motivation, consistently driving teams to exceed performance targets.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Assistant Vice President - Digital Operations - Payment Integrity - Strategic Growth Unit
EXL Health
Chennai
03.2013 - Current
- Data and AI-driven Digital Operations Specialist proficient in identifying new, viable avenues to augment business generation and optimize customer service levels through the delivery of outstanding services.
- Proficient in identifying new viable avenues to augment business generation and optimize customer service levels through the delivery of outstanding services.
- Managing monthly MIS and ad-hoc reports across portfolios and reporting for the senior management
- Ensuring maximum customer satisfaction by providing pre/post assistance and achieving delivery and quality norms
- Participating in revenue forecasting and ensuring revenue goals are met by the quarter/annual
- Supervising & ensuring compliance and maintaining quality control
- Regularly sharing inputs for automation processes to Analytics Team to improve the process & product
- Managing various lending operations including appraising proposals, conducting risk analysis and scrutinizing relevant documents within the specified guidelines
- Conducting quarterly business reviews with the clients; working on go-over business performance and SLA management; ensuring achievement of revenues and performing revenue forecasting
- Reviewing SOW and SOP for newly acquired business
- Working & coordinating with the Clinical Coding Team to make sure codes are accurately defined for payment services
- AN EXL Company, Chennai (Healthcare, Payments Integrity).
Project Administrator
Applied Language Technologies
Chennai
02.2012 - 09.2012
- Coordinated with internal and external teams to ensure that all tasks were completed on time.
- Ensured that all relevant documentation was up-to-date throughout the life cycle of each project.
- Interfaced with suppliers and vendors to coordinate services required by the project team.
- Tracked changes in requirements throughout various phases of a project's lifecycle.
Customer Service Representative
COSC
Chennai
02.2006 - 11.2007
- Provided accurate information about products and services to customers.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Conducted regular follow-up calls with customers after resolving their issues.
- Identified opportunities for upselling additional products or services based on customer needs.
- Resolved customer complaints promptly and efficiently.
Customer Service Representative
COSB
Bengaluru
03.2004 - 02.2006
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Identified opportunities for upselling additional products or services based on customer needs.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Answered customer inquiries and provided accurate information regarding products and services.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Education
Bachelor of Arts -
Indira Gandhi National Open University (IGNOU)
12th -
Doveton Corrie Boys Hr. Sec School
Chennai10th -
Doveton Corrie Boys Hr. Sec School
ChennaiSkills
- Operations and program management
- Revenue generation and forecasting
- Data mining and analysis
- Quality assurance
- Client relationship management
- B2B strategy development
- Cross-functional collaboration
- Effective communication
- Critical thinking skills
- Analytical expertise
- Innovation strategies
- Team motivation
- Problem-solving techniques
Certification
- Six Sigma (Black Belt), V skills Chennai, 2018
- Forensic Biotechnology & DNA Fingerprinting, IFS (International Forensic Science) Chennai, 2019
- Forensic Science & Criminology, IFS (International Forensic Science) Chennai, 2018
Languages
- English
- Tamil
Personal Information
Date of Birth: 11/01/84
Affiliations
- Travelling
- Composing music
- Recording music
- Football
Timeline
Assistant Vice President - Digital Operations - Payment Integrity - Strategic Growth Unit
EXL Health
03.2013 - Current
Project Administrator
Applied Language Technologies
02.2012 - 09.2012
Customer Service Representative
COSC
02.2006 - 11.2007
Customer Service Representative
COSB
03.2004 - 02.2006
Bachelor of Arts -
Indira Gandhi National Open University (IGNOU)
12th -
Doveton Corrie Boys Hr. Sec School
10th -
Doveton Corrie Boys Hr. Sec School
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