Experienced Customer Service & Conflict Resolution Representative

SPRING, US, ***** • *******.******@******.*** • 832-***-****

VALERIE DURKIN

Customer Experience Event Support

PROFESSIONAL SUMMARY

Personable and polished professional with over 5 years of experience in high-touch customer service and event coordination. Skilled at de-escalating tense situations, managing guest flow, and ensuring smooth day-of operations. Adaptable and quick to learn new reservation and communication systems, with a strong eye for detail and a calm, professional presence under pressure. EMPLOYMENT HISTORY

GUEST EXPERIENCE ASSISTANT Sep 2024 - Present

Madera Estates

• Supported day-of coordination for weddings and private events

• Welcomed guests, assisted with set-up and seating, and maintained smooth communication with vendors

• Stayed organized under pressure while problem-solving on the spot

• Maintained a warm and professional attitude throughout high-stress moments

• Contributed to planning and execution with strong attention to guest experience and detail CLIENT SERVICES & CONFLICT RESOLUTION SPECIALIST May 2021 - Apr 2024 Invitae

• 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 Oct 2019 - Apr 2021

Life Extension

• 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 Sep 2018 - May 2019

Path Nutrition

• 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 Jun 2017 - May 2018 RNR Express

• 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 Dec 2019

The University of Texas At Austin

GPA: 3.8

SKILLS

Conflict Resolution, Customer Support, Team Training, Mentorship, Salesforce, Content Creation, Social Media, Event Planning, Customer Engagement, Problem Solving.

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