Laura Luttrell

Autonomous, highly adaptable Customer Service Specialist with 10+ years of experience managing fast-paced, high-volume operations, de-escalating customer conflicts, and coordinating team workflows. Proven track record of managing multi-channel digital communications, maintaining accurate corporate documentation, and operating effectively during high-pressure shifts. Seeking an entry-level, remote chat, email, or data support role where independent problem-solving and asynchronous time management are critical.

Remote Operations & Team Lead (Server / Manager on Duty) at IHOP (2021-09 – Present)

• Digital Queue Management: Independently manage real-time ticketing requests and customer order details, maintaining 100% accuracy under high-volume pressure.
• Asynchronous Conflict Resolution: Resolve escalated customer complaints calmly and empathetically, converting negative experiences into loyal retention.
• Data Tracking: Document daily shift performance, register reconciliations, and customer service incidents for executive review.
• Training & Onboarding: Spearheaded digital onboarding and procedural training for incoming support staff.

Shift Supervisor / Customer Relations Manager at IHOP (2017-12 – 2021-03)

• Virtual Operations Coordination: Managed staff scheduling, shift swaps, and real-time coverage updates for a large team using GroupMe and WhatsApp messaging networks.
• Compliance Documentation: Compiled, organized, and securely transmitted new-hire paperwork, termination logs, and guest reports directly to corporate HR systems.
• Independent Resource Allocation: Took full ownership of overnight inventory management, supply ordering, and emergency operational adjustments without direct supervisor presence.

Front of House (FOH) Operations Manager at Sawbucks (2017-08 – 2018-01)

• Digital Chat Support: Owned the business social media messaging lines (Facebook and Instagram); responded rapidly to customer inquiries, reservations, and complaints via text and chat software.
• Administrative Data Entry: Processed payroll records, monitored digital timekeeping systems, and verified compliance paperwork for all incoming staff.
• Crisis Management: Directed live daily restaurant operations, stepping in autonomously to fix logistical bottlenecks and supply shortfalls.

Customer Service Representative (Server roles) at Buffalo Wild Wings & Bob's Grill (2013-01 – 2017-08)

• High-Volume Engagement: Managed up to 30+ guest interactions concurrently, ensuring precise order tracking, proactive check-ins, and accurate pricing adjustments.
• Product Knowledge Delivery: Maintained deep familiarity with changing product menus to support customer preferences and accommodate allergy/dietary modifications.

GED – Waldron High School