Marquita Alston

Encouraged and assisted customers to improve their quality of life through coaching, developing and maintaining up-to-date resources. Screened applications for case management, provided crisis intervention, and ensured eligibility according to funding contracts. Maintained customer confidentiality and accurate case records in departmental information management systems.

Performed intermediate to complex review, analysis, interpretation, and documentation of testing results in chemistry/biochemistry. Analyzed operations and data to identify trends, draw conclusions, and present findings to management. Ensured accuracy of tests and equipment through audits and operational reviews, contributing to project objectives and maintaining laboratory standards.

Operated automatic call distribution telephone workstation to receive emergency and non-emergency calls, determining type, location, and extent of emergencies. Typed information into computer terminals, coded messages, and relayed information electronically to dispatchers and agencies. Assisted callers with basic life support procedures and provided directions using maps.

Explained Explanation of Benefits (EOB) and medical codes to patients, ensuring their understanding of healthcare charges. Processed payments for the hospital and reported patient disputes regarding medical care. Utilized various applications and Microsoft Office for communication with team members and management.

Acted as a key contact for customers throughout the appliance repair process, adjusting schedules and communicating trends to coaches. Managed job completions, long-term pending jobs, and coordinated parts delivery and Samsung repairs. Resolved customer escalations and ensured timely completion of aging jobs.

Handled calls for Mastercard and private label accounts, resolving customer issues and processing payments over the phone. Utilized Salesforce to create, transfer, and close cases for each call, focusing on one-call resolution. Educated customers on benefits and fee avoidance, operating on both government and private accounts.

Listened to calls and used quality performance metrics to coach intake specialists, ensuring legendary quality. Communicated with Spanish and English specialists regarding needs and requirements, and with attorneys about individual specialist metrics. Performed monthly quality reviews using random methodologies and led weekly quality meetings for calibration.

Managed and oversaw call center phone report systems to ensure proper functioning across all locations and daily call volume to meet department standards. Handled escalation calls from clients and staff, following proper procedures for information reporting. Provided leadership and training, monitoring quality assurance of over-the-phone performance and back-office paperwork.

Processed new stock, markdowns, and inventory, performing audits and reticketing of women's shoes. Assisted in fulfillment to meet store deadlines and goals. Provided customer service as a sales associate in the women's shoe department when needed.

Made outbound and inbound calls to potential clients for over 300 law firms, documenting information for cases with speed and accuracy. Provided excellent customer service, exhibiting strong active-listening skills. Operated Windows systems, multitasking in a call center environment, and applied critical thinking skills.

Assessed, analyzed, and took notes on daily needs of clients, updating family and facility regularly. Provided personal support to ensure client well-being. Maintained clear and concise communication with all stakeholders regarding client care.

Managed money, employees, and shifts, assigning positions and supervising operations to ensure quality and excellent customer service. Assessed food inventory, checked weekly truck deliveries, and entered all necessary information into the computer system. Maintained operational efficiency and customer satisfaction.

Performed soil sample moistures and dry weight analysis, organic prep extractions, and water/soil extractions, including fractionations and fluff extractions. Analyzed and assessed samples, entering results into the LIMS system for clients. Ensured accurate quantitative and qualitative data reporting.

Assisted students and professors with computer issues on both Macbook and Dell desktops, troubleshooting printers and other lab equipment as needed. Updated systems daily to ensure optimal performance. Provided technical support and maintained a functional computer lab environment.

Graduated with a bachelor’s of science in forensic science with a minor in criminal justice and minor in Spanish

Activities and societies: Certifications in Strategic Leadership and Performance Coaching

Attained a Master's in Professional Studies with a focus on Organizational Leadership. Developed advanced competencies in strategic leadership and performance coaching, directly applicable to organizational management.

Completed comprehensive high school curriculum. Developed foundational academic skills across various subjects.

Earned a Bachelor of Science in Forensic Science, with a dual emphasis on Chemistry and Biology. Gained in-depth knowledge of scientific principles and analytical techniques pertinent to forensic investigations.

Pursued a Doctorate of Education in Organizational Leadership, specializing in Organizational Development. Conducted advanced research and study focused on leading organizational change and fostering development initiatives.