Summary
Overview
Work History
Education
Skills
Timeline
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VALERIE DURKIN

Spring,USA

Summary

Dedicated professional with 5+ years of experience delivering high-level customer care, conflict de-escalation, and remote support across multiple industries. Skilled at handling complex situations tactfully, maintaining client satisfaction, and collaborating with cross-functional teams. Eager to secure a non-phone role leveraging advanced communication, conflict management, and organizational abilities.

Overview

8
8
years of professional experience

Work History

Remote Administrative Support & Language Immersion

Remote Administrative Support & Language Immersion
04.2024 - Current
  • Assisted small business owners and entrepreneurs in Puerto Escondido, Mexico, with administrative tasks, scheduling, and communication
  • Managed workflow coordination across different time zones while working remotely
  • Deepened cultural knowledge and improved Spanish fluency through full immersion

Client Services & Conflict Resolution Specialist

Invitae
05.2021 - 04.2024
  • Resolved 100+ advanced support cases monthly, de-escalating high-stakes client issues with empathy and precision
  • Collaborated with cross-functional teams (billing, genetic counseling, lab techs) to craft swift, accurate solutions, maintaining top-tier satisfaction scores
  • Mentored new hires in customer communication protocols, accelerating onboarding by 50%
  • Streamlined issue-tracking processes, reducing average resolution time from 3 days to 1.5 days

Customer Wellness & Support

Life Extension
10.2019 - 04.2021
  • Consulted with customers to create health regimens, proactively resolving inquiries through phone, email, and online portals
  • Maintained a 98% quality rating by delivering prompt, fact-based responses and personalized recommendations
  • Documented all interactions meticulously, enabling seamless follow-ups and case reviews

Social Media & Content Intern

Path Nutrition
09.2018 - 05.2019
  • Launched a targeted social media campaign that boosted website traffic by 200%
  • Produced educational materials to support clients' wellness journeys, showcasing a clear, approachable writing style
  • Coordinated content calendars, ensuring consistent branding and messaging

Customer Service Representative

RNR Express
06.2017 - 05.2018
  • Resolved customer inquiries in both English and Spanish, improving accessibility and satisfaction
  • Translated key documents to expand service reach, cutting communication barriers by 70%

Education

B.S.A. - Nutrition, Business

The University of Texas At Austin
12.2019

Skills

  • Conflict Resolution & De-Escalation
  • Email & Chat-Based Customer Support
  • Team Training & Mentorship
  • AI-Assisted Workflow Optimization
  • Automated Scheduling & Inbox Management (Calendly, AI Templates)
  • Data Tracking & Case Analysis
  • CRM Systems (Salesforce, JIRA)
  • Typing Speed: 90 WPM with high accuracy

Timeline

Remote Administrative Support & Language Immersion

Remote Administrative Support & Language Immersion
04.2024 - Current

Client Services & Conflict Resolution Specialist

Invitae
05.2021 - 04.2024

Customer Wellness & Support

Life Extension
10.2019 - 04.2021

Social Media & Content Intern

Path Nutrition
09.2018 - 05.2019

Customer Service Representative

RNR Express
06.2017 - 05.2018

B.S.A. - Nutrition, Business

The University of Texas At Austin
VALERIE DURKIN