Ronnell J. Jackson
Kansas City
Summary
Results-driven customer support professional with 5+ years of experience across healthcare SaaS, telecommunications, and pharmacy operations. Recognized for delivering exceptional customer satisfaction, resolving complex technical issues, and improving operational efficiency in fast-paced environments. Demonstrates strong leadership through mentoring, performance coaching, and process improvement initiatives. Combines analytical thinking with a customer-first mindset to enhance team performance, ensure compliance, and drive measurable business results.
Overview
7
7
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
Pharmacy Technician
AlixaRx
Lenexa
04.2023 - Current
- Recognized for maintaining exceptional accuracy in prescription data entry, ensuring compliance with pharmacy regulations and patient safety standards
- Trusted frontline support resource for resolving customer inquiries and pharmacy system issues with efficiency and professionalism
- Strengthened communication between internal teams and external partners, contributing to improved pharmacy production performance
- Streamlined prescription processing workflows, increasing operational efficiency and reducing turnaround times
- Demonstrated attention to detail by consistently ensuring accurate patient profiling and order verification
Customer Support Escalations Lead
Spectrum
Kansas City
10.2021 - 09.2023
- Selected to mentor and develop new hires, enhancing team performance and accelerating onboarding success
- Improved average handling time by developing clear, effective process documentation and workflow enhancements
- Recognized for delivering actionable performance insights to leadership, driving continuous improvement initiatives
- Built a reputation for resolving high-level escalations with professionalism, empathy, and strong problem-solving skills
Client Service Specialist
eSolutions, Inc.
Overland Park
08.2019 - 02.2021
- Delivered high-quality technical support across chat, phone, and email channels, consistently achieving strong customer satisfaction scores
- Known for resolving complex client issues related to system access, login, and performance with accuracy and speed
- Led peer training sessions that introduced innovative approaches, contributing to reduced ticket volume and improved efficiency
- Demonstrated strong communication and technical expertise in supporting diverse client needs in a fast-paced environment
Education
Associate of Science - Business Communication
Kansas City Kansas Community College
Kansas City, KS 08.2003 - 05.2005
Skills
- Leadership
- Escalation Management
- Quality Assurance
- Data Analysis
- Multi-Platform Support Technical Troubleshooting
- Cross-Functional Communication
- Customer Experience Optimization
Certification
- Pharmacy Technician
Timeline
Pharmacy Technician
AlixaRx
04.2023 - Current
Customer Support Escalations Lead
Spectrum
10.2021 - 09.2023
Client Service Specialist
eSolutions, Inc.
08.2019 - 02.2021
Associate of Science - Business Communication
Kansas City Kansas Community College
08.2003 - 05.2005