Jacqueline Drayton
Summerville,SC
Summary
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.
IT professional with thorough understanding of system administration and network management. Proven ability to troubleshoot complex issues and deploy effective solutions. Highly reliable team player with focus on collaboration and adaptability to meet evolving technical needs. Proficient in cybersecurity measures and system upgrades.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Administrative Assistant
Charleston Fire Marshal Division
06.2024 - 09.2024
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships
- Ensured accurate record-keeping with diligent data entry and database management for vital company information
- Scheduled inspections for all permits for Assistant Fire Marshal's in First Due System
- Assisted with Emergency Management with weather related issues
- Increased public awareness on disaster preparedness through the development of educational materials and outreach activities
Customer Service Advocate
Verizon Wireless
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
Technical Support Coordinator
Verizon Wireless
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 average of 20 inbound phone calls to deliver support and remotely resolve service issues
Education
Associate of Science - Information Technology
Trident Technical College
North Charleston, SC05.2025
Associate of Applied Science - Baking and Pastry Art
Johnson & Wales University
Charleston, SC06.1998
Skills
- Office Administration
- Technical support
- Data Entry
- Customer Service
- Network Security
- Phishing Detection
- Digital Forensics
- Incident Response
- Information security
- Desktop support
- User support
- Microsoft outlook
Certification
- Microsoft Certified, Windows 10 (MD-100) - Microsoft.
- CompTIA Network+ - Computing Technology Industry Association.
- Red Hat Certified System Administrator (RHCSA) - Red Hat, Inc.
Timeline
Administrative Assistant
Charleston Fire Marshal Division
06.2024 - 09.2024
Customer Service Advocate
Verizon Wireless
12.2006 - 08.2023
Technical Support Coordinator
Verizon Wireless
01.2005 - 12.2006
Associate of Applied Science - Baking and Pastry Art
Johnson & Wales University
- Microsoft Certified, Windows 10 (MD-100) - Microsoft.
- CompTIA Network+ - Computing Technology Industry Association.
- Red Hat Certified System Administrator (RHCSA) - Red Hat, Inc.
Associate of Science - Information Technology
Trident Technical College
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