Marcus Tully
Operations / Quality
Chennai
Summary
Experienced customer service professional with 11+ years in E-commerce, Banking, Healthcare, and Legal Solutions. Proven track record in achieving targets, providing excellent customer service, and thriving in challenging environments. Professional with robust background in Quality Service and customer service, ready to deliver exceptional support and drive impactful results. Skilled in managing client accounts, addressing inquiries, auditing and resolving issues efficiently while maintaining strong focus on team collaboration quality and adaptability. Known for excellent communication, problem-solving abilities, and client-centered approach that fosters trust and satisfaction.
Overview
21
21
years of professional experience
4
4
Languages
Work History
Client Specialist - Quality
Access Healthcare Services Pvt Ltd
Chennai, Tamil Nadu
04.2022 - Current
- - Conduct daily audits as per company quality standards.
- - Identify and address errors, providing feedback to prevent recurrence.
- - Assist new agents with software navigation and quality control.
- - Consolidation of reports such as Rework Summary,Rebuttal summary, Sampling and Dipstick Adherence on a daily basis
Senior Accounts Receivable
Celer Soft Services Pvt Ltd
Chennai, Tamil Nadu
05.2005 - 10.2022
- - Analyzed and retrieved patient insurance benefits from web portals and other remote sources .
- - Coordinated appointments and verified medical benefits with insurance companies.
- Nurse interaction for Auth approval and Records verification
- patient calling for insurance information
Senior Customer Service Executive
Intelenet Global Services Private Limited
Chennai, Tamil Nadu
03.2007 - 08.2022
- - Processed payment requests for Barclays Bank and ensured accuracy.
- Maintaining Quality in processing 300 payments requests per hour
- - Trained new team members and assisted with process queries.
Senior Client Service Executive
Medrona Billing Services Pvt Ltd
09.2020 - 04.2022
- - Managed charge reviews and follow-ups.
- - Created coding forms and adjustments, and handled special projects.
- - Identified trends in denial management and conducted quality checks.
Sr. Executive / AR & Analytics
Allysmart Business Process Solutions India Pvt Ltd
05.2020 - 08.2020
- - Handled AR follow-up and account resolutions.
- - Created appeal and adjustment forms, working on special projects as required.
Regional Support Account Manager
Touch2Success Software Solutions Pvt Ltd-FOODHUB
Chennai, Tamil Nadu
06.2019 - 02.2020
- - Managed 85 Take away restaurants in the uk
- Handling client follow-ups , banner creation , website banners , discounts to be applied on a daily basis to increase the orders on a daily basis
- Implementing promotional strategies through facebook , instagram and twitter .
- Convincing the restaurant owner on add additional products that would increase sales
- - Worked on client retention and identified business trends.
Senior Customer Service Executive - Band 8
Miramed Ajuba Solutions Pvt Ltd
01.2010 - 03.2019
- - Managed AR follow-up and resolution of accounts.
- - Assisted new agents with software navigation and quality control.
Senior Customer Service Executive
Maxim Liberty BPO Pvt Ltd
09.2008 - 07.2009
- - Handled client data and identified suitable attorneys for cases.
- - Maintained client relationships and ensured quality checks.
Senior A/R Caller (Group Coordinator)
India Health Care Solutions Pvt Ltd
11.2006 - 02.2007
- - Scheduled appointments and verified patient information.
- - Assisted as Assistant Group Coordinator, managing daily work orders.
Education
Bachelor - Information System Management
Patrician College
Chennai, India04.2006
Higher Secondary Education -
St Patrick's A.I.H.S
Chennai, India03.2002
10th Higher Secondary Education -
St Patrick's A.I.H.S
Chennai, India03.2000
Skills
- Customer Service, Quality Control
Timeline
Client Specialist - Quality
Access Healthcare Services Pvt Ltd
04.2022 - Current
Senior Client Service Executive
Medrona Billing Services Pvt Ltd
09.2020 - 04.2022
Sr. Executive / AR & Analytics
Allysmart Business Process Solutions India Pvt Ltd
05.2020 - 08.2020
Regional Support Account Manager
Touch2Success Software Solutions Pvt Ltd-FOODHUB
06.2019 - 02.2020
Senior Customer Service Executive - Band 8
Miramed Ajuba Solutions Pvt Ltd
01.2010 - 03.2019
Senior Customer Service Executive
Maxim Liberty BPO Pvt Ltd
09.2008 - 07.2009
Senior Customer Service Executive
Intelenet Global Services Private Limited
03.2007 - 08.2022
Senior A/R Caller (Group Coordinator)
India Health Care Solutions Pvt Ltd
11.2006 - 02.2007
Senior Accounts Receivable
Celer Soft Services Pvt Ltd
05.2005 - 10.2022
Bachelor - Information System Management
Patrician College
Higher Secondary Education -
St Patrick's A.I.H.S
10th Higher Secondary Education -
St Patrick's A.I.H.S