Jessica Layton
Clearlake Oaks,CA
Summary
Dedicated professional with experience in advocacy, caregiving, and customer service. Skilled in providing compassionate, client-centered support while maintaining professionalism in fast-paced environments. Strong background in crisis intervention, case management, communication, and customer relations. Proven ability to build trust, manage sensitive situations, and support individuals with empathy and efficiency.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Agent – Call Center
Upper Lake Processing Services
Upper Lake, CA
03.2026 - Current
- Assist customers with online loan applications and guide them through the approval process in a high-volume call center environment
- Manage inbound and outbound calls to educate customers on loan products, eligibility, and repayment options
- Help customers navigate the loan process while ensuring accurate documentation and timely follow up
- Provided guidance to customers regarding loan application processes, account management, and financing options.
Anti-Human Trafficking Advocate / Counselor
Lake Family Resource Center
Kelseyville, CA
05.2023 - 03.2026
- Advocated for survivors of human trafficking and facilitated one-on-one counseling services
- Coordinated emergency shelter placements and stabilization planning for clients in crisis
- Maintained 24/7 on-call availability for emergency crisis intervention
- Conducted community outreach presentations and awareness events
- Collaborated with internal programs and outside agencies to connect clients with essential resources and services
In-Home Caregiver
Senior Helpers of Santa Rosa
Santa Rosa, CA
12.2021 - 05.2023
- Provided in-home healthcare support, companionship, meal preparation, and housekeeping services
- Assisted clients with activities of daily living, including grooming, dressing, eating, and ambulating
- Maintained accurate care plan documentation and progress reports
- Coordinated transportation and appointment management for clients
Telephone Operator
Tri-Cities Answering Service
Clearlake, CA
09.2020 - 07.2021
- Operated multi-line phone systems to schedule appointments and relay accurate messages
- Assisted callers by providing information and following customized client protocols
- Managed account navigation and documentation with strong attention to detail
- Responded to emergency-related calls involving medical equipment troubleshooting, tow dispatch, alarm dispatch, and crisis intervention
Education
High School Diploma -
Natural High School
Lakeport, CA05-2019
Skills
- Customer Service
- Crisis Intervention
- Case Management
- Motivational Interviewing
- Individual & Group Counseling
- Record Keeping
- Data Entry
- Presentation Skills
- Communication & Client Relations
Certification
- First Aid Certification (Valid through August 2027)
- CPR Certification (Valid through August 2027)
- Valid Driver’s License
- Domestic Violence Counselor
- Human Trafficking Counselor
- Sexual Assault Counselor
Timeline
Customer Service Agent – Call Center
Upper Lake Processing Services
03.2026 - Current
Anti-Human Trafficking Advocate / Counselor
Lake Family Resource Center
05.2023 - 03.2026
In-Home Caregiver
Senior Helpers of Santa Rosa
12.2021 - 05.2023
Telephone Operator
Tri-Cities Answering Service
09.2020 - 07.2021
High School Diploma -
Natural High School