Jacqueline Drayton
Summerville,SC
Summary
- Quality Control
- Active Listening
- Personalized Customer Service
- Research
- Technical Support and Assistance
- Service Desk Team Management Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
20
20
years of professional experience
4
4
year of post-secondary education
Work History
Customer Service Advocate
Verizon Wireless
North Charleston, SC
12.2006 - 08.2023
- Long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Answered product and service questions, suggesting other offerings to attract potential customers
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
Technical Support Coordinator
Verizon Wireless
North Charleston, SC
01.2005 - 12.2006
- Resolved 25 technical support inquiries per day
- Submitted service tickets for equipment maintenance requests
- Explained technical information in clear terms to promote better understanding for non-technical users
- Monitored systems in operation and quickly troubleshot errors
- Activated accounts for clients interested in new services
- Analyzed issues to identify troubleshooting methods needed for quick remediation
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Promoted efficiency among departments with prompt resolution of system issues
- Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team
- Fielded an average of 20 inbound phone calls to deliver support and remotely resolve service issues.
- Enhanced customer satisfaction by promptly addressing and resolving technical issues.
- Streamlined support processes for increased efficiency and reduced response times.
Education
Certification - Computer and Information Systems Security
Trident Technical College
Charleston, SC 08.2023 - Current
Associate of Applied Science Baking - Pastry Art [Johnson & Wales
Johnson & Wales University
1998
Skills
- Microsoft Office Suites (Access, Word, Excel, PowerPoint, OneNote, Outlook)
- Data Entry
- Customer Relationship Management
- Operating Systems:
- Mac / Microsoft Windows, Windows 10
- Page Layouts
- Design Development
- Data Imports
- Configuration and Management
- Kernel Patches
- Storage Virtualization
- Bash Script Design
Timeline
Certification - Computer and Information Systems Security
Trident Technical College
08.2023 - Current
Customer Service Advocate
Verizon Wireless
12.2006 - 08.2023
Technical Support Coordinator
Verizon Wireless
01.2005 - 12.2006
Associate of Applied Science Baking - Pastry Art [Johnson & Wales
Johnson & Wales University