MARZAY GULLEY
Dallas,TX
Summary
Customer Relations and Account Management professional with over 7 years of experience enhancing client satisfaction and optimizing account operations. Leveraged enterprise software and CRM platforms to manage complex client escalations within strict corporate SLAs. Coordinated cross-functional teams and maintained data integrity to improve client communications and support corporate leadership.
Overview
8
8
years of professional experience
Work History
Health Plan Specialist (Remote)
DAHL CONSULTING / MEDICA
St. Louis, MO
01.2025 - 08.2026
- Managed health insurance verification processes, ensuring accuracy and compliance of customer policy records and account details.
- Handled sensitive member information in secure health insurance databases, maintaining privacy and protection of customer profiles under strict guidelines.
- Collaborated with team members and insurance providers to resolve complex coverage questions and address escalated account issues.
Customer Service Agent
SOUTHWEST AIRLINES
St. Louis, MO
01.2023 - 05.2025
- Proactively stepped in during weather and operational delays to guide travelers, rebook flights, and provide clear updates to reduce frustration and keep airport traffic moving.
- Managed customer baggage check-ins, weighed luggage, and matched luggage tags with passenger flight details to prevent cross-routing and ensure accurate load tracking.
- Coordinated with gate agents, ramp crews, and flight crews on departures.
- Verified passports, visas, and identification for international travel compliance.
- Trained new agents on airline systems, procedures, and customer service standards.
Patient Access Representative
BJC HEALTHCARE
St. Louis, MO
01.2021 - 01.2023
- Registered inbound patients on clinic floor, cross-referencing personal IDs and mapping insurance eligibility to secure proper authorizations and prevent billing gaps.
- Performed pre-registration functions such as verifying demographic information, obtaining authorizations, and collecting deposits and co-payments.
- Scheduled appointments and updated patient records across hospital departments
- Managed front office customer service, appointment management, billing and administration tasks to streamline workflow.
- Updated and maintained daily hospital records to ensure accuracy of patient details and alignment with medical scheduling.
Sales Executive (Remote)
YELP
St. Louis, MO
01.2019 - 01.2021
- Achieved business-to-business revenue milestones by proactively fostering relationships and closing deals through consultative conversations.
- Developed and implemented sales strategies to meet customer needs and increase revenue.
- Engaged daily with business accounts, reviewing active marketing profiles and leveraging performance data to support contract expansion and long-term retention.
- Negotiated contract terms with clients and internal stakeholders.
- Captured customer trends and software feedback in team's CRM, delivering actionable insights to leadership for refining business strategies.
- Analyzed market trends and competitive landscape to identify opportunities for growth.
- Utilized CRM software to track leads and manage accounts throughout sales cycle.
Education
High School Diploma -
EAST ST. LOUIS SENIOR HIGH SCHOOL
East St. Louis, ILSkills
- Operational Excellence: Customer Relationship Management, Regulatory Compliance, Claims Processing, Issue Resolution, Interdepartmental Collaboration, Workflow Management
- Technical Proficiency: CRM Systems, Healthcare Management Systems, Data Integrity Checks, Patient Identity Verification, Systems Navigation, Patient Record Management
- Policy eligibility review
- Member records management
- Claims processing
- Industry Compliance: HIPAA Privacy Regulations, Payer policy, Policy Administration, Quality Assurance, Compliance Auditing
- Health insurance
Timeline
Health Plan Specialist (Remote)
DAHL CONSULTING / MEDICA
01.2025 - 08.2026
Customer Service Agent
SOUTHWEST AIRLINES
01.2023 - 05.2025
Patient Access Representative
BJC HEALTHCARE
01.2021 - 01.2023
Sales Executive (Remote)
YELP
01.2019 - 01.2021
High School Diploma -
EAST ST. LOUIS SENIOR HIGH SCHOOL