JACQUELINE DRAYTON
Summerville
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
19
19
years of professional experience
Work History
Customer Service Advocate
Verizon
12.2006 - 08.2023
- 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
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
- Increased efficiency by 20% within a month
- 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, SC10-2025
Associate of Applied Science - Baking and Pastry Art
Johnson & Wales University
Charleston, SC06.1998
Skills
- Microsoft Office
- Red Hat
- Windows 10
- Strong work ethic
- Database management
- Problem-solving
- Defect tracking
- Data formatting
- Data analysis
- Clear and concise communication
Timeline
Customer Service Advocate
Verizon
12.2006 - 08.2023
Technical Support Coordinator
Verizon
01.2005 - 12.2006
Associate of Science - Information Technology
Trident Technical College
Associate of Applied Science - Baking and Pastry Art
Johnson & Wales University
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