Summary
Overview
Work History
Education
Skills
Timeline
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Ronald McDuffie

Technical Coaching Lead Representative
Charlotte

Summary

Dynamic Technical Coaching Lead Representative at Cigna with a proven track record in Coaching Advocates and time management. Recognized for enhancing team performance and achieving high customer satisfaction through effective coaching and resolution strategies. Great at building client relationships and improving service processes in a Professional manner. Effective at collaborating within teams and adapting to changing needs to ensure reliability and success. Skilled in communication, problem-solving, and customer relations, with focus on achieving impactful outcomes. Valued for proactive approach, integrity, and ability to build lasting professional relationships.

Overview

9
9
years of professional experience

Work History

Technical Coaching Lead Representative

Cigna
11.2023 - Current
  • Collaborated and Partnered with Supervisors on Team Opportunities and Successes.
  • Coach on multiple Business priorities and be able to adjust Coaching methods based on audience.
  • Motivate and Inspire Advocates, Teams and Peers
  • Navigate and Communicate in a Matrix Environment across multiple Levels
  • Perform Individual Level Quality reviews on a call by call basis in accordance with all key standards and metrics.
  • Ability to self manage time in a production based environment
  • Strong Verbal/Written Communication and Organization Skills to effectively Communicate and Interact with Others.

Resolution Team Lead (RTL)

Express Scripts
11.2022 - 11.2023
  • Assisting and providing resolutions of escalated Patient issues, addressing Customer inquiries and complaints to ensure timely and effective responses to enhance overall customer satisfaction.
  • Following through on all aspects of the Escalation until it is completely resolved.
  • Utilizing established processes and procedures to work with the Lead or a Supervisor when necessary in extremely urgent matters.
  • Building that High level of Confidence with All Members while providing great Customer Service with a positive resolution

Patient Care Advocate

Express Scripts
05.2016 - 11.2022
  • Research, Resolve and Educate Customer Service Inquires from Members, Providers, Physicians, Internal and External Clients related to Pharmacy Benefits.
  • Maintain accurate and complete documentation of all inquires in order to continuously improve the Customer Service process and reduce potential legal concerns received from our Members to expedite a corrective action.
  • Created Job Aids for peers of our Team to assist in making their Role simpler as well as Peer Mentoring Team Members allowing them to improve on personal goals and statistics.
  • Assisted with the 2022 New Hire Class as a Subject Matter Expert (SME) for the Commercial and Medicare D Training Class
  • 3 Time Circle of Excellence award winner.

Education

High School Diploma -

East Forsyth High School
Kernersville, NC
05.2001 -

Skills

Time Management

Customer relations

Client service

Client relationship building

Task delegation

Data entry proficiency

Customer support

Timeline

Technical Coaching Lead Representative

Cigna
11.2023 - Current

Resolution Team Lead (RTL)

Express Scripts
11.2022 - 11.2023

Patient Care Advocate

Express Scripts
05.2016 - 11.2022

High School Diploma -

East Forsyth High School
05.2001 -

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Ronald McDuffieTechnical Coaching Lead Representative