Jacqueline M Drayton
Summerville,South Carolina
Summary
Cybersecurity Analyst- Dedicated and results-oriented with a comprehensive background in designing and implementing robust security measures to safeguard organizations against cyber threats. Proven expertise in conducting thorough risk assessments, developing and implementing effective security policies, and responding promptly to security incidents. Adept at utilizing cutting-edge tools and technologies to analyze vulnerabilities and implement strategic solutions. Committed to staying ahead of emerging cyber threats and continuously enhancing security postures to ensure the highest level of protection. Recognized for the ability to collaborate cross-functionally and communicate complex security concepts to both technical and non-technical stakeholders.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Verizon
12.2006 - 08.2023
- Assisted customers with new and replacement device activation
- Account analysis to provide customers with the best recommended device, products and service tailored to customers use
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets
- Evaluated trends and recommended enhancements to customers
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Evaluated trends and recommended enhancements to customer service policies, boosting team performance and customer satisfaction scores.
Technical Support Coordinator
Verizon
01.2005 - 12.2006
- Resolved 25-30 technical support inquiries per day
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Submitted service tickets for equipment maintenance request
- Analyzed issues to identify troubleshooting methods needed for quick remediation Collaborated with supervisors to escalate and address customer inquiries or technical issues if not resolved
- Fielded an average of 40 inbound phone calls to deliver support and remotely resolve service issues.
Education
Bachelor of Science (B.S - Information Technology, Human Resources Management
Trident Technical College
2025
Associate of Applied Science (A.A.S - Baking and Pastry Art, Wales
Strayer University, Johnson
Skills
- Account Management Analysis Call Center Customer Satisfaction Customer Service
- Customer Support Database Administration Executive Management Fraud Technical Support
Timeline
Customer Service Representative
Verizon
12.2006 - 08.2023
Technical Support Coordinator
Verizon
01.2005 - 12.2006
Bachelor of Science (B.S - Information Technology, Human Resources Management
Trident Technical College
Associate of Applied Science (A.A.S - Baking and Pastry Art, Wales
Strayer University, Johnson