Creative Director Resume - Roshaun Johnson

Your

Name

Creative Director

Roshaun Johnson

**** ******* **.

Lithonia, GA

********@*****.*** 954-***-****

Authorized to work in the U.S. Fully Remote

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Skills

Professional Summary

Member-focused Customer Support Professional with 10+ years of experience delivering high-quality service in fast-paced, remote environments. Highly skilled in chat-based support, managing multiple concurrent conversations, and resolving complex issues with minimal escalation. Strong written communicator with experience in benefits education, billing support, CRM documentation, and member advocacy, well-aligned with Included Health’s mission to simplify healthcare. ㅡ

Experience

Company Name / Title

Processing Service Employee

United States Postal Service (USPS) – Duluth, GA

Nov 2024 – Present

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Process and sort mail using automated systems while meeting daily accuracy and productivity goals.

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Follow strict procedures and safety guidelines in a fast-paced environment Customer Service / Member Support Specialist

Remote Various Employers

Remote Boarding Specialist

Talus Pay – Remote

Apr 2012 – Nov 2024

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Managed full merchant account boarding after underwriting approval.

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Reconciled accounts by verifying deposits and researching missing or incorrect transactions.

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Reviewed statements, processed refunds and adjustments, and ran daily operational reports.

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Provided professional remote support while handling sensitive financial data.

Customer Service / Member Support Specialist

Remote Various Employers

2010 – 2013

• Delivered real-time chat and digital support in

high-volume environments while managing multiple concurrent member interactions.

• Took full ownership of member issues,

researching and resolving concerns to minimize handoffs and escalations.

• Educated members on healthcare benefits, billing, eligibility, and service options using clear, empathetic written communication.

• Maintained accurate CRM documentation to

support audits, quality reviews, and follow-up resolution.

• Met or exceeded performance targets related to

response time, resolution effectiveness, and member satisfaction

(MSAT).

• Identified recurring member pain points and

escalated trends to improve workflows and reduce repeat contacts.

• Maintained strict attention to detail and data

privacy standards in all interactions.

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Education

American Academy / High School Diploma

Pine Crest, FL .

Technical Skills

Chat Platforms • CRM Systems (Salesforce-type) • Knowledge Bases

Microsoft Office • Google Workspace • Secure Remote Systems

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