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@varenamccloud
Empathetic customer service specialist with 8 years of experience.
I am an empathetic and highly organized Remote Customer Service Specialist with over 8 years of experience delivering professional, high-volume support across various channels. My expertise lies in de-escalating difficult interactions and translating complex customer needs into clear action plans. I thrive in fast-paced environments while maintaining a calm, consultative demeanor, ensuring that every customer feels heard and valued.
In my recent role as Office Manager and Customer Support Coordinator at Viking Roofing & Construction Co., I served as the first point of contact for client inquiries, managing sensitive service documentation and coordinating with vendors and technicians to resolve issues efficiently. I take pride in my ability to track customer requests meticulously and maintain follow-up logs, which has contributed to a 98% satisfaction rate in my service delivery.
Throughout my career, I have been recognized for my professionalism and clarity under pressure, regularly praised by clients and leadership alike. I am ready to support customers with clarity, urgency, and care, ensuring that their needs are met with the highest standards of service.
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Work history, roles, and key accomplishments
Viking Roofing & Construction Co.
Sep 2023 - Present (2 years 2 months)
Served as the primary contact for client inquiries via phone and email, converting service requests into actionable items for various departments. Provided empathetic customer support during project delays, billing concerns, and warranty questions.
Viking Roofing and Construction Co.
Mar 2016 - Sep 2023 (7 years 6 months)
Handled all customer-facing administrative duties, including payment inquiries, complaints, and service delays. Scheduled and confirmed inspections, appointments, and service calls for roofing teams.
Degrees, certifications, and relevant coursework
Bachelor of Arts, Business Management
Completed a Bachelor of Arts in Business Management. This program provided a comprehensive understanding of business principles and management practices.
Software and tools used professionally
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