John Roberson
Jersey City,NJ
Summary
Dedicated professional with 10 years of customer service experience and a strong academic background as a full-time criminal justice student. Skilled in communication, problem-solving, and handling high-stakes situations with empathy and professionalism. Seeking growth opportunities to leverage my expertise in customer relations while expanding into the criminal justice field. Open to internships and entry-level roles that provide career advancement and hands-on learning experiences in a structured environment. Eager to apply my skills in a team-oriented setting and to contribute positively to organizational goals.
Overview
10
10
years of professional experience
Work History
Customer Service Call Center Representative
CVS Health
11.2023 - Current
- Provide information to policy holders, parents, spouses, and beneficiaries.
- Receive, evaluate, and answer customer inquiries which are predominately routine but may require deviation from standard screens, scripts, and procedures.
- Use computerized system for tracking, information gathering, providing information, referrals, routine transactions and/or troubleshooting.
- Answer product, account, policy, and service inquiries, resolve problems, and promote products and services by responding verbally and/or in writing.
- Assess needs and suggest/promote alternative products or services.
- Handle most calls and transactions independently, escalate calls properly when appropriate.
Customer Service Coordinator
Optum Health Services
08.2020 - 11.2023
- Demonstrate ability and willingness to learn, strong attention to detail, positive attitude and ability to be flexible and embrace change.
- Demonstrate a strong customer focus rooted in empathy.
- Communicate effectively with peers, management and customers.
- Exercise good judgment and independent decision-making skills.
- Demonstrate exceptional listening, questioning, call control, and de-escalation techniques.
- Be proactive, have effective time management and organizational skills.
PSE Sales & Distribution SVCS
United States Postal Services
09.2014 - 08.2020
- Handling cash and credit transactions at window with strict average handling time.
- Managing post office lobby line with average waiting time of 5 minutes.
- Educating customers on different options that customer could have opted for.
- Exceptionally fast paced environment.
- Following all the rules and strict alert to catch the anonymous mail.
- Handling return to sender mail.
- Providing customer service at pick up window and fixing all the issues related to delivery of mail.
Education
High School Diploma -
Penn Foster High School
Scranton, PABachelor Of Science - Criminal Justice
New Jersey City University
Jersey City, NJSkills
- Customer Satisfaction
- Technical Troubleshooting
- Product and service knowledge
- Complaint resolution
- Problem-solving skills
- Call Center Customer Service
- Verbal and written communication
- Cash Handling
- Answering questions
- Data Entry
- Documentation And Reporting
- Quality Control
- Payment Processing
- Quality Assurance
- Decision Making Skills
- Time Management
- Organizational Skills
Timeline
Customer Service Call Center Representative
CVS Health
11.2023 - Current
Customer Service Coordinator
Optum Health Services
08.2020 - 11.2023
PSE Sales & Distribution SVCS
United States Postal Services
09.2014 - 08.2020
High School Diploma -
Penn Foster High School
Bachelor Of Science - Criminal Justice
New Jersey City University