Jacqueline Drayton

• Maintained accurate client records and documentation, monitored client conditions, reported concerns, and supported daily service coordination to enhance quality of care.
• Coordinated transportation, service logistics, communication, and scheduling details to help ensure timely and efficient service delivery.
• Applied strong attention to detail, sound judgment, communication, and problem-solving skills when responding to changing client needs and service requests.
• Communicated effectively with clients, families, healthcare providers, and internal staff to coordinate services and promptly resolve concerns.
• Utilized electronic systems and digital documentation tools to maintain accurate client information, record daily activities, and communicate updates in a timely manner.
• Demonstrated technical proficiency when entering, updating, and retrieving client information while maintaining accuracy and confidentiality.
• Used technology to support communication, scheduling, documentation, and coordination of client services.
• Identified and reported discrepancies or changes in client information and followed established procedures to ensure records remained current and accurate.
• Adapted quickly to new technology, electronic systems, and documentation processes while maintaining consistent service quality.
• Applied customer service and technical problem-solving skills to assist clients and staff with service-related questions and resolve issues efficiently.

• Monitored GovQA requests or complaints, reviewed and assigned items, followed up in First Due, and updated the GovQA system.
• Monitored Brycer Fire System alerts and past-due notifications and provided First Due system support.
• Received incoming EnerGov plan review and inspection assignments and reassigned them to appropriate team members.
• Processed applications for Mobile Food Vendors, Tents, Kitchen Exhaust Cleaning, and Pyrotechnics.
• Monitored BLCO applications and coordinated scheduling with appropriate team members.
• Served as a point of contact with Logistics for supply, equipment, and uniform pickup.
• Coordinated vehicle service with CFD Fleet Maintenance and served as Extra Duty Solutions point of contact for audits, updates, and changes.
• Submitted purchase justification and P-Card forms; developed and updated procedure documents.
• Processed payroll and timesheets and answered incoming calls and routed requests appropriately.

• Provided technical and operational support for customer account, billing, service, access, and system-related issues within a high-volume enterprise environment, applying established procedures and technical resources to identify and resolve problems.
• Supported customers experiencing fraud-related concerns and unauthorized account access by gathering information, clarifying needs, explaining security procedures, and ensuring appropriate escalation and resolution.
• Managed escalated and non-routine cases requiring advanced research, information gathering, documentation review, trend analysis, root-cause investigation, decision-making, and coordination with internal teams.
• Collaborated with leadership and internal departments to resolve service disruptions, billing errors, account risks, and operational problems while maintaining customer-service and performance requirements.
• Utilized spreadsheets, reporting systems, and database-driven tools to track case activity, operational metrics, and performance trends, supporting information management and operational decision-making.
• Analyzed available information and alternative approaches to determine appropriate resolutions, escalate issues when necessary, and coordinate corrective actions with leadership and internal departments.
• Trained and supported team members on internal systems, workflow processes, reporting procedures, customer service standards, and established operational practices.
• Demonstrated attention to detail, sound judgment, customer service, interpersonal skills, oral communication, problem solving, teamwork, information management, and technical competence throughout daily operations.