Taylor Ligon
Milwaukee,WI
Summary
Dynamic, people-oriented customer service professional with a positive attitude and keen attention to detail. Committed to delivering exceptional experiences that foster customer satisfaction and loyalty. Eager to embrace new challenges and continuously develop skills to enhance service delivery and personal growth. Proven ability to build rapport with diverse clientele, ensuring a welcoming environment that encourages repeat business.
Overview
9
9
years of professional experience
Work History
Call Quality Analyst
Place for Mom
07.2025 - Current
- Analyzed call recordings for referral quality and compliance with service standards
- Utilized data analysis tools such as Excel spreadsheets or CRM software programs like Salesforce to track support tickets and user interactions
- Collaborated with management to refine calling scripts, resulting in improved call quality and customer satisfaction.
- Provided actionable feedback to agents to enhance customer interactions and satisfaction.
- Answered emails from case managers with issues requesting creating cases in Sales Forces to provide additional support
Fraud Investigator Analyst
Charter
10.2024 - 05.2025
- Investigated fraud, identity theft, and suspicious activity using LexisNexis,Experian, and internal systems.
- Conducted outbound calls via Avaya to verify claims and secure customer accounts
- Documented investigations in ticketing systems and resolve billing, service misuse, and identity issues. -
- Collaborated with fraud and security teams to improve detection and prevention protocols.
- Provided exceptional customer service to clients affected by fraudulent activities, addressing their concerns while maintaining compliance with regulatory guidelines.
- Maintained a high level of confidentiality when handling sensitive information, protecting both company reputation and client privacy.
Sales Activation Rep
Charter Communications
10.2022 - 05.2024
- Effectively activated Charter Products and Services to existing customers
- Guided customers through the mobile activation and internet utilization process while operating various tools and applications.
- Upsold additional product and services to existing customers by identifying and maximizing opportunities.
- Remained knowledgeable and up to date on all current Spectrum products and services.
- Facilitated customer escalations to immediate leadership for proper support and next steps.
- Effectively troubleshot issues regarding customer accounts, product misplacement, or technical difficulties
- Met required targets and key performance indicators that include calls per day, upsell of new prospects, and product activation.
DOJ Rep 2
Charter Communications
11.2019 - 10.2022
- Answered high volume calls directly from onsite field technician to assist with current jobs through continued troubleshooting.
- Documented call interactions using Call tracker in Gateway on all calls to track all troubleshooting steps used.
- Navigated several billing systems such as CSG and Icons to perform task such as billing explanation, account correction and any necessary troubleshooting.
Commercial Technical Support Specialist
Charter Communications
10.2018 - 11.2019
- Utilized advanced diagnostic tools such as gateway, scope, drum, omse,etc. to help address technical inquiries and get services running smoothly
- Provided over-the-phone support for video, high speed data and phone services, including account corrections billing enhancements, and repairs.
- Answered calls in timely manner with warm tone while understanding the customers sense of urgency create a satisfying customer service experience.
- Met monthly goals for call quality, expected handle time, first call resolution and gateway tree usage (IRIS)
Chat Technical Support 1
Apple
03.2017 - 10.2018
- Utilized knowledge-based self-help tools to determine proper troubleshooting steps for each unique situation.
- Analyzed and resolve a variety of technical issues for most versions IOS and Sierra software.
- Answer multiple chats while staying active and engaged on each to provide efficient and effect service to each customer.
- Escalated only necessary chats to in store Apple genius for further examination of the device.
Education
High School Diploma -
East Mecklenburg High School
Charlotte, NCCommunications - undefined
Central Piedmont Community College
Charlotte, NCSkills
- Conflict resolution
- Product knowledge sharing
- Conflict Resolution
- Effective communication
- Prioritization and scheduling
- Computer software and application knowledge
- Effective feedback communication
- Effective team collaboration
- Decision-making
Timeline
Call Quality Analyst
Place for Mom
07.2025 - Current
Fraud Investigator Analyst
Charter
10.2024 - 05.2025
Sales Activation Rep
Charter Communications
10.2022 - 05.2024
DOJ Rep 2
Charter Communications
11.2019 - 10.2022
Commercial Technical Support Specialist
Charter Communications
10.2018 - 11.2019
Chat Technical Support 1
Apple
03.2017 - 10.2018
Communications - undefined
Central Piedmont Community College
High School Diploma -
East Mecklenburg High School