MARQUITA HARRISON

Lead generation: Identify potential commercial customers through outbound phone calls, emails, and other prospecting methods.

Cold called business owners, property managers, and facility managers to introduce commercial pest control services and generate interest.

Sales outreach: Explain service benefits, build customer interest, and identify opportunities for new business.

Customer needs assessment: Ask questions to understand a business’s pest control concerns and recommend appropriate services.

Appointment setting: Schedule meetings or inspections for commercial sales representatives.

Pursued daily sales targets for outbound calls, qualified leads, and booked appointments to drive pipeline growth.

Followed up with prospects and nurtured relationships to advance them toward a sale.

CRM documentation: Record calls, customer information, follow-ups, and sales opportunities in the company’s customer relationship management system.

Team collaboration: Work with commercial sales representatives and other departments to support revenue growth and customer satisfaction.

• Assign and optimize technician routes and appointments, adjusting real-time to accommodate urgent requests, cancellations, and schedule changes, demonstrating multitasking skills.
• Coordinate daily service schedules for branch operations and field technicians to maximize coverage and minimize delays while supporting quality assurance and attendance management.
• Resolved scheduling conflicts and prioritized service requests to balance technician workload and meet customer expectations, clarifying needs through probing questions.
• Communicate proactively with technicians, branch personnel, and internal departments to ensure smooth operations and timely job completion, maintaining accurate documentation in company systems.
• Maintained accurate scheduling records in company systems, analyzed patterns to recommend improvements, utilizing CRM software and ticketing systems.
• Supported cross-team collaboration to enhance technician utilization and on-time service delivery, contributing to improved first-call resolution.

• Answered inbound customer service calls and assisted customers with inquiries related to billing, products, and services
• Utilized call center and CRM software to accurately document customer interactions and manage service requests, ensuring effective follow-up and resolution
• De-escalated conflicts and resolved complaints through calm, professional communication, preventing escalation to management
• Processed account adjustments, refunds, claims, and authorizations to promptly address billing and service issues
• Collaborated with internal teams using help desk software and ticketing systems to resolve service requests promptly and enhance customer experience
• Monitored customer satisfaction through surveys and feedback, identified trends, and reported insights to supervisors to enhance service quality
• Maintained professionalism under pressure while consistently meeting response, quality, productivity, and attendance standards
• Demonstrated multitasking and documentation skills in fast-paced call center environment, maintaining high standards of service delivery

• Provided professional, patient-centered customer service focused on first-call resolution
• Facilitated patient scheduling, addressed prescription inquiries, and resolved insurance-related questions to enhance patient access to medications and services
• Coordinated with healthcare providers and pharmacies to manage prescription refill requests and ensure timely processing
• Processed medication and medical service prior authorizations by communicating with insurance providers to ensure timely approval and access for patients
• Answer inbound customer service calls and assist customers, pharmacies, and healthcare providers
• Maintained confidentiality of patient records while accurately documenting customer interactions using CRM and help desk software
• Utilized call center software and ticketing systems to manage claims processing and support multitasking in a fast-paced environment
• Applied probing questions to effectively research and resolve billing, payments, eligibility, coverage, claims, and medication delivery issues, improving patient understanding and support
• Consistently met quality assurance standards and attendance management expectations to deliver a positive customer experience on every interaction