Joan Veliman
Cincinnati,OH
Summary
Skilled professional with an extensive background in customer service. Calm and poised in the most pressure-driven situations. Pursuing an Online Chat Specialist position where excellent response and writing skills will help improve a company's success.
Overview
46
46
years of professional experience
Work History
Secured Digital Chat Specialist
Humana Inc.
08.2008 - Current
- Responded to customer inquiries and provided accurate information about products and services via live chat, secured email and phone, while accurately documenting all interactions, providing dated notes for future reference.
- Worked closely with each member to carefully resolve issues, while Troubleshooting technical issues with member's Apple, Samsung, Fitbit and other compatible devices for tracking workouts
- Resolved customer complaints in a timely, knowledgeable and professional manner by identifying problems, suggesting solutions and implementing corrective action, as Escalation Specialist
- Assisted team leader with coaching and mentoring of new employees
International Customer Service Specialist
Delta Air Lines Inc.
Cincinnati, OH
12.1977 - 08.2008
- Skilled at working independently and collaboratively in a team environment while servicing inbound customer calls
- Adaptable and proficient in learning new concepts quickly and efficently while strengthening communication skills as Call Center Communications Assustant
- Delivered prompt service to prioritize customer needs while working in a fast-paced environment with flexible hours and shifts
- Maintained up-to-date knowledge of products and service changes and met customer call guidelines for service levels, handling time and productivity
- Cultivated interpersonal skills by building positive relationships as member of the Critical Incident Response Team
Education
Bachelor of Arts - French Studies
University of Cincinnati
Cincinnati, OHSkills
- Online Chat
- Customer Service
- Call Centers
- Collaborative Environments
- Customer Experience
- Information Updates
- Web Portals
- Support Services
- Problem Resolution
- Customer Loyalty
- Customer Education
- Writing Skills
- Issue Escalation
- Customer Engagement
- Understanding Customer Needs
- Mentoring
Timeline
Secured Digital Chat Specialist
Humana Inc.
08.2008 - Current
International Customer Service Specialist
Delta Air Lines Inc.
12.1977 - 08.2008
Bachelor of Arts - French Studies
University of Cincinnati
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