Jacqueline Drayton

• Investigated all probate and fraudulent claims
• Updated all files with received documents and reports
• Updated team with new procedures
• Provided collection teams with reports to collect
• Updated mailing address on existing accounts
• Provided daily huddle with team on next course of action on existing accounts
• Designed specialty cakes for weddings, birthdays, and graduations.
• Kept work area safe and sanitized by washing utensils, tools, and countertops.
• Prepared special creams and frostings for cakes and other dessert specialties.
• Maintained sanitary food prep station by following established safety procedures and sanitizing instructions.
• Handled phone calls regarding inquiries, cancelled orders, and ordering conflicts.
• Precisely arranged display cases throughout workday to highlight finished products.

• Provided a great customer experience
• Resolved customers technical concerns
• Submitted NRB tickets for technical escalations
• Provided detailed information to customers regarding device settings and features
• Replaced defective devices under warranty requirements
• Assist store channels with troubleshooting issues for in-store customers
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Resolved [Number] technical support inquiries per day.
• Suggested software and hardware modifications to reduce lag time and improve overall speed.
• Documented support interactions for future reference.
• Patched software and installed new versions to eliminate security problems and protect data.
• Fielded average of 30 inbound phone calls to deliver support and remotely resolve service issues.
• Submitted service tickets for equipment maintenance requests.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Walked individuals through basic troubleshooting tasks.
• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Recorded and maintained relevant notes for each client and work order.
• Activated accounts for clients interested in new services.
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.

Assist customers with new and replacement device activations

• Account analysis to provide customers with best recommendations
• Recommend device and products tailored to the customers use
• Assist customers with reactivation of accounts within 50 days of service
• Assist customers with assumption of liability on existing accounts
• Technical Support for device and service issues
• Assist customers with new device and accessory orders
• Assist new hires with call taking and account assistance
• Floor support for escalated call takeovers and rep assistance, Provided customers with account assistance
• Answer calls and billing questions
• Assist customer with new and replacement device activations
• Account analysis to provide customers with best recommendations
• Recommend device and products tailored to customer use
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
• Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
• Answered product and service questions, suggesting other offerings to attract potential customers.
• Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
• Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
• Evaluated trends and recommended enhancements to customer service policies, boosting team performance and customer satisfaction scores.
• Reached out to customers after completed sales to suggest additional service or product purchases.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Provided primary customer support to internal and external customers.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Updated account information to maintain customer records.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Handled customer inquiries and suggestions courteously and professionally.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Fulfilled custom cake and decoration orders.
• Decorated cakes according to customer requests and themes.
• Scheduled bakery employees and assigned work to decorators.
• Used variety of baking and decorating tools such as mixers, carving tools, and confectionery products.
• Handled phone calls regarding inquiries, cancelled orders, and ordering conflicts.
• Weighed, boxed, and wrapped bakery products.
• Kept work area safe and sanitized by washing utensils, tools, and countertops.
• Worked with customers to define cake vision based on color, theme, size and price.
• Managed material inventory and ordered new materials when needed.
• Prepared special creams and frostings for cakes and other dessert specialties.
• Maintained sanitary food prep station by following established safety procedures and sanitizing instructions.
• Verified accuracy of orders while meeting strict deadlines on producing completed products.
• Designed specialty cakes for weddings, birthdays, and graduations.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Provided primary customer support to internal and external customers.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Updated account information to maintain customer records.
• Handled customer inquiries and suggestions courteously and professionally.
• Processed customer service orders promptly to increase customer satisfaction.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Responded proactively and positively to rapid change.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Met customer call guidelines for service levels, handle time and productivity.
• Increased efficiency and team productivity by promoting operational best practices.

• Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
• Tracked fraud cases and monitored trends to develop strategies for prevention.
• Evaluated customer data to identify and prevent fraudulent activities.
• Performed risk assessments to determine level of fraud risk and prioritize investigations.
• Worked with third-party vendors to access and analyze data and systems.
• Analyzed large amounts of data to find patterns of fraud and anomalies.
• Established and maintained positive working relationships with external law enforcement agencies to support fraud investigations.
• Produced detailed reports of fraud investigations and presented findings to senior management.
• Developed and implemented procedures to detect and prevent fraud.
• Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
• Reviewed transactions and receipts to identify any suspicious activity.
• Contacted customers directly to notify of fraudulent activity and minimize impacts.

• Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays, and schedule changes.
• Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
• Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
• Coordinated with janitorial and engineering staff on maintenance and upkeep.
• Introduced prospective tenants to types of units available and performed tours of premises.
• Maintained sufficient number of units market-ready for lease.
• Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
• Followed up on delinquent tenants and coordinated collection procedures.
• Maintained original leases and renewal documents in digital and hardcopy format for property management office.
• Communicated effectively with owners, residents, and on-site associates.
• Conducted regular inspections of both interior and exterior of properties for damage.
• Introduced and monitored effective lease renewal programs to maintain high occupancy rates.
• Monitored and tracked payments and expenses, providing timely and accurate financial reports.
• Collected and maintained careful records of rental payments and payment dates.
• Planned special events such as lotteries, dedications and project tours.
• Developed and implemented marketing strategies to increase occupancy rates.
• Implemented and enforced policies and procedures to maintain properties to highest standards.
• Kept properties in compliance with local, state and federal regulations.
• Coordinated appointments to show marketed properties.
• Completed annual rent calculations using housing database software.