Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Work Availability
Timeline
Hi, I’m

Ronald Liggins

You will recognize your own path when you come upon it because you will suddenly have all the energy and imagination you will ever need.
Sara Teasdale
Ronald Liggins

Summary

Skilled Customer Service Professional with outstanding abilities in coaching, documentation and active listening. Great decision-maker and valued employee. Proven history of reliability, resourcefulness and effective leadership.

Overview

9
years of professional experience
1
Certificate

Work History

OptumRx Pharmacy Svc

Customer Service Lead
10.2017 - Current

Job overview

  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
  • Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
  • Greeted customers and listened closely to problems described to determine solutions.
  • Reviewed associate performance to identify training needs.
  • Responded to customer calls and emails to answer questions about products and services.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Sutherland Global

Digital Consultant Agent
02.2015 - 09.2017

Job overview

  • Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
  • Analyzed problematic areas to provide recommendations and solutions.
  • Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
  • Managed multiple deadlines across several businesses to meet dynamic needs of multiple clients.
  • Created and developed detailed work plans to meet business priorities and deadlines.
  • Supported clients with business analysis, documentation, and data modeling.
  • Collaborated with teams to define, strategize, and implement marketing and web strategies.
  • Organized and analyzed primary and secondary research to understand industry, market and company trends.
  • Onboarded and managed new client accounts to boost retention rates.
  • Automated system e-commerce features to improve client sales.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Gathered, organized and input information into digital database.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.

Education

Lake Clifton/Eastern High School
Baltimore, MD

High School Diploma

Baltimore City Community College
Baltimore, MD

from Business

Skills

  • Status Updates
  • Order Management
  • [Product or Service] Support
  • Payment Processing
  • Telephone Etiquette
  • Customer Relations
  • Call Flow Maximization
  • Administrative Duties
  • Inventory Control
  • Quality Assurance
  • Team Training and Development
  • Client Engagement

Accomplishments

  • Received high reviews from customers, including Net Promoter Inquiry and Sentiment which resulted in a pay increase.
  • Worked with customer service management to develop a department contest that improved call volumes and awarded prizes to the top 3 representatives.
  • Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Reviewed calls between newly hired agents and customers, offered insight and suggestions, enabling agents to be better prepared for various situations and client questions.

Certification

  • Sales Manager Certificate
  • Sales Essentials Certificate
  • Nevada SBCD MONEY SMART Training
  • President Award for Elite Customer Service
Availability
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Timeline

Customer Service Lead

OptumRx Pharmacy Svc
10.2017 - Current

Digital Consultant Agent

Sutherland Global
02.2015 - 09.2017

Lake Clifton/Eastern High School

High School Diploma

Baltimore City Community College

from Business

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Ronald Liggins