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
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