Lori Varsell
Gilbert,AZ
Summary
Customer-focused professional with 10+ years of experience supporting customers in high-volume call center and service environments, including remote roles. Proven ability to resolve complex issues, manage service requests, and communicate effectively across phone, email, and digital platforms. Consistently meet performance metrics such as customer satisfaction, first-call resolution, and quality assurance standards. Known for professionalism, attention to detail, and delivering efficient, solution-focused service that builds strong customer relationships.
Overview
16
16
years of professional experience
Work History
Reservations Agent (Remote)
PetSmart
2022.11 - Current
- Manage high-volume inbound calls assisting customers with boarding and grooming reservations.
- Maintain accurate scheduling documentation while resolving customer concerns efficiently.
- Provide clear communication and service coordination to ensure positive customer experiences.
Customer Service Representative
OnTrac
2021.10 - 2022.09
- Assisted customers with package tracking, delivery updates, and address corrections in a fast-paced logistics environment.
- Opened and documented service cases while coordinating with drivers and warehouse teams to resolve delivery concerns.
- Maintained accurate records and ensured timely follow-up to improve issue resolution and customer satisfaction.
Technical Support Representative
ARC Smart Solutions
2020.05 - 2021.10
- Delivered technical troubleshooting and billing support in a high-volume call center setting.
- Gathered customer information to diagnose issues and guide users through step-by-step solutions.
- Documented support cases accurately while ensuring efficient resolution of technical concerns.
TSR Agent
FLS Connect
2017.01 - 2019.07
- Managed donor communications while maintaining detailed call documentation in a high-volume outreach environment.
- Communicated campaign information clearly and professionally while meeting performance expectations.
Personal Assistant / Caregiver
2010.03 - 2016.01
- Supported individuals with daily living needs while maintaining health documentation and care records.
- Provided compassionate assistance and ensured client safety during sensitive life situations.
Education
Some College (No Degree) - Medical Billing And Coding
Branford Hall Career Institute
East Hartford, CTNursing Assistant Certificate -
National Medical Training Institute
Manchester, CT09.2000
High School Diploma -
Manchester High School
Manchester06.2000
Skills
- Customer Support
- High-Volume Call Handling
- Problem Resolution
- Case Documentation
- Technical Support
- Customer Account Assistance
- Remote Communication
- Attention to Detail
- Cross-Team Collaboration
Timeline
Reservations Agent (Remote)
PetSmart
2022.11 - Current
Customer Service Representative
OnTrac
2021.10 - 2022.09
Technical Support Representative
ARC Smart Solutions
2020.05 - 2021.10
TSR Agent
FLS Connect
2017.01 - 2019.07
Personal Assistant / Caregiver
2010.03 - 2016.01
Some College (No Degree) - Medical Billing And Coding
Branford Hall Career Institute
Nursing Assistant Certificate -
National Medical Training Institute
High School Diploma -
Manchester High School