Johniqua Roberson
Atlanta
Summary
Dedicated Customer Service Representative(CSR) with over 10 years of experience both in a call center environment and customer facing. Currently looking find a long term position that offers me the ability to use my skills and drive to succeed. I would like to find a position that rewards hard work and dedication and offers opportunity for career growth within a company that aims to provide extraordinary world-class customer service, resolving and troubleshooting customer/client issues. I’ve been recognized for working long hours, my commitment to customers, attention to detail, and professionalism. Competent using software including: Windows, MS Word, PowerPoint, Excel, Outlook Email, Internet, Coreldraw, Photoshop, Lotus Notes, Hp Service Manager, Oracle and Verint.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Personal Injury Case Manager
Spartan Law Group
Sandy Springs, GA
10.2025 - Current
- Managed case files and documentation for personal injury claims, ensuring accuracy and compliance with legal standards for states such as Georgia, Ohio, Alabama, Florida, New York, New Jersey, Ohio, Illinois, California and Texas.
- Coordinated communication between clients, attorneys, and medical providers to facilitate case progress.
- Researched and analyzed case law to inform strategy and advocate effectively for clients best interest.
- Developed comprehensive demand packages for negotiating purposes that resulted in favorable settlements without the need for litigation.
- Reviewed medical records and accident reports to analyze liability and damages for cases effectively.
- Managed a high volume of cases simultaneously, ensuring each received proper attention and care.
- Coordinated efforts with insurance adjusters, contributing to faster settlements for clients.
- Served as a liaison between clients, attorneys, insurance companies, and other parties involved in personal injury cases – enhancing overall efficiency within the practice.
- Monitored medical treatment progress, maintaining open lines of communication with healthcare providers involved in the client''s care plan.
- Achieved successful case resolutions by closely managing and organizing client files.
- Provided exceptional customer service to all clients throughout the entire duration of their case – from initial contact through resolution – resulting in a high level of client satisfaction.
Personal Injury Case Manager
Morgan & Morgan Law Firm
Alpharetta, GA
06.2024 - 10.2025
- Managed and updated case files regularly, ensuring all relevant information was easily accessible by team members when needed.
- Provided exceptional customer service to all clients throughout the entire duration of their case – from initial contact through resolution – resulting in a high level of client satisfaction.
- Assisted in preparing legal documents such as pleadings or discovery requests, expediting the litigation process when necessary.
- Facilitated communication between clients and attorneys for timely and efficient case progress.
- Monitored medical treatment progress, maintaining open lines of communication with healthcare providers involved in the client''s care plan.
- Served as a liaison between clients, attorneys, insurance companies, and other parties involved in personal injury cases – enhancing overall efficiency within the practice.
- Decreased time spent on administrative tasks through proficient use of case management software.
- Conducted intake interviews with new clients, gathering critical information to build a solid foundation for their case.
- Ensured thorough documentation, resulting in an organized and streamlined process for each case.
- Achieved successful case resolutions by closely managing and organizing client files.
Personal Injury Case Manager
Lamar Law Office
Tucker, GA
06.2023 - 01.2024
- Assisting attorneys with all aspects of case management, including docketing deadlines, billing, and providing reminders as necessary
- Coordinate between attorneys and outside vendors to manage the law firm’s case load, present case summaries/updates, and ensure that deadlines are met
- Organizing and maintaining all case files, and information concerning engagement, whether electronic or paper, in accordance with the law firm policies
- Conducting legal research to obtain documentation regarding health insurance, social security, medical records, and medical providers
- Drafting legal documents for attorney review
Client Service Associate
Morgan Stanley
Remote, GA
09.2022 - 05.2023
- Provided exceptional customer service to clients in a fast-paced call center environment
- Maintained thorough customer records, including contact information, notes and details of interactions
- Acted as the primary point of contact for clients, responding promptly to inquiries and resolving any issues that arose
- Developed and updated service procedures and policies to improve customer satisfaction
- Assisted in setting up and managing client accounts
- Developed relationships with clients to build loyalty and trust
- Generated reports to track customer service performance
Property and Casualty Insurance Agent
USAA
Remote, GA
04.2021 - 07.2022
- Handled on average 50-100 inbound/outbound calls daily
- Provided exceptional customer service to clients in a fast-paced call center environment
- Analyzed customer data to identify suitable insurance options
- Prepared quotes and proposals based on clients’ requirements and needs
- Issued/modified/reviewed policies
- Calculated premiums and established payment methods
- Processed payments via debit/credit card and ACH
- Navigated multiple computer systems and application
- Built sustainable relationships and trust with customer accounts using open and interactive communication
- Actively promoted company products and services
Education
High School Diploma -
Screven County High School
Sylvania, GA08.2011
Skills
- Customer Service
- Microsoft Office
- Critical Thinking
- Problem-Solving Ability
- Goal-Oriented
- Software Troubleshooting
- Account Management
- Active Listening
Personal Information
Certification
Property and Casualty License
Timeline
Personal Injury Case Manager
Spartan Law Group
10.2025 - Current
Personal Injury Case Manager
Morgan & Morgan Law Firm
06.2024 - 10.2025
Personal Injury Case Manager
Lamar Law Office
06.2023 - 01.2024
Client Service Associate
Morgan Stanley
09.2022 - 05.2023
Property and Casualty Insurance Agent
USAA
04.2021 - 07.2022
High School Diploma -
Screven County High School