Customer Service Work-From-Home

Layla Collington

*** ******** ***** ****** ***************.**@*****.*** 803-***-****

Professional Summary

Customer-focused professional with extensive experience in both call center and customer service roles, including work-from-home and in-office settings. Strong track record of managing high-volume calls, supporting customer inquiries across multiple channels, and consistently meeting performance metrics. Adept at quickly identifying customer needs, providing timely solutions, and maintaining professionalism in all interactions. Flexible, reliable, and highly adaptable in both team environments and remote work settings.

Key skills

• Customer Service & Support

• Multitasking (Chat, Calls, Email)

• Data Entry & Documentation

• Time Management & Efficiency

• Adaptability & Flexibility

• Team Collaboration

• Professional Communication

• Work-from-Home Experience

• Order Management & Processing

• CRM & Online Navigation

• Staff Management & Training

• Inventory & Operations Management

● Customer Support & Communication

● Account & Password Recovery

● Tax Documentation Assistance

● Data Entry & Confidentiality

● Problem Solving & Research

● Call Center Operations

● CRM Software (e.g., Salesforce, Zendesk)

● Technical Troubleshooting

Professional Experience

Teleperformance – TurboTax Product Specialist

2024 – Present Remote

● Assisted customers in resetting passwords and recovering accounts to ensure continued access to TurboTax services.

● Handled sensitive personal information, including Social Security Numbers and banking details, with the utmost confidentiality and security compliance.

● Guided users through W-2 form entry and other tax-related documentation requirements.

● Supported account creation and verification processes for new TurboTax users.

● Responded to inbound calls and provided accurate, empathetic solutions to customer issues.

● Researched and analyzed customer inquiries to identify root causes and deliver effective resolutions.

● Documented all interactions accurately using internal CRM tools to maintain customer records and ensure follow-up as needed.

Customer Service Associate

Amazon – Remote

2022 – 2024

• Manage high-volume inbound and outbound calls, assisting customers with account inquiries, product issues, and order status updates.

• Provide timely and accurate solutions, identifying customer needs and offering relevant alternatives to resolve issues.

• Handle multiple communication channels (calls, chat, email), ensuring that all interactions are resolved efficiently and professionally.

• Utilize internal systems and resources to process orders, return requests, and customer feedback.

• Maintain high customer satisfaction ratings by providing clear and effective communication, while adhering to Amazon’s customer service standards.

• Assist in troubleshooting technical issues, providing solutions, or escalating problems to the appropriate departments when necessary.

• Contribute to training new team members, sharing knowledge about processes, policies, and best practices. Trainer

Chick-fil-A – 7515 Two notch Rd.

2021 – 2022

• Delivered exceptional customer service by addressing inquiries, managing orders, and resolving issues both in-person and over the phone.

• Ensured customer satisfaction by providing accurate information about menu items, promotions, and services.

• Managed multiple customer touchpoints, including phone calls, walk-in service, and online order management, maintaining composure and professionalism at all times.

• Demonstrated flexibility by assisting with various roles within the restaurant, from front-line customer service to back-end order preparation.

• Worked collaboratively with team members to maintain a positive and efficient work environment, ensuring all customer needs were met promptly.

• Followed established protocols for order accuracy, food safety, and cleanliness, contributing to a high standard of service quality.

Manager

Fazoli’s – 7621 Two Notch Rd.

2023 – 2024

• Oversee daily operations of the restaurant, ensuring the delivery of excellent customer service and efficient team performance.

• Lead and supervise a team of 20 employees, including scheduling shifts, training new staff, and conducting performance reviews.

• Handle customer complaints and resolve issues in a professional and timely manner to ensure a positive dining experience.

• Monitor inventory levels, place orders for supplies, and ensure the restaurant is well-stocked and organized.

• Ensure adherence to health and safety standards, food safety protocols, and company policies.

• Manage financial transactions, including cash handling, and assist with budgeting and cost control.

• Collaborate with upper management to develop strategies for increasing sales, improving operational efficiency, and maintaining high customer satisfaction.

Education

Diploma

Ridgeview High School

2019

References

Available upon request.

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