Louis Francis
@louisfrancis
I support SaaS healthcare users and convert travel enquiries into holiday bookings.
IndiaWhat I'm looking for
I've supported MDoffice practice management and EMR users at Eye Care Leaders, providing L1/L2 support for doctors, nurses, practitioners, and billers across client-server and cloud environments. I resolved login, patient registration, reporting, and payor issues while collaborating with development and QA teams.
I gathered client requirements, helped customize and implement applications, created end-user process documentation, and delivered training on Practice Management, TSYS, and EDI (WAYSTAR). I also coordinated MDoffice and Medflow EMR integration work for ophthalmology clients.
More recently, at Broadway Travel Group, I've managed social-media travel enquiries through consultation, booking, and post-sale follow-up, while training seasonal staff and supporting customers with online bookings. Earlier at Dell International Services, I handled customer escalations and received multiple awards for functional excellence and customer experience.
Experience
Work history, roles, and key accomplishments
Social Sales Agent / Support
Broadway Travel Group
Jul 2024 - Mar 2026 (1 year 8 months)
Responded to incoming calls and converted inquiries into confirmed sales using destination knowledge and persuasive communication. Managed Facebook enquiries into qualified leads and bookings, contributing to monthly revenue goals.
Support Specialist/Analyst
Eye Care Leaders
Jun 2014 - Feb 2023 (8 years 8 months)
Provided L1/L2 support for MDoffice PMS/EMR software to doctors, nurses, practitioners, and billers. Collaborated with cross-functional teams to resolve technical issues and conducted training sessions on Practice Management, TSYS, and EDI tools.
Handled customer issues via email and phone, resolving order, account, and return requests. Acted as backup case manager and provided escalation support, ensuring customer satisfaction.
Customer Support Personnel
Trinity Electronics
Dec 2000 - Feb 2006 (5 years 2 months)
Provided customer support services for Hewlett Packard computers and peripherals.
Education
Degrees, certifications, and relevant coursework
Wesley Jr. College for Boys
Intermediate, General Studies
Completed intermediate education at Wesley Jr. College for Boys in Secunderabad.
Mahbub College Public School
Secondary School Certificate, General Studies
Completed secondary education at Mahbub College Public School in Secunderabad.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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