Open To Work
Hi, I’m
Jacqueline Drayton
Data Analyst
Summerville,SC
Your vision will become clear only when you can look into your own heart. Who looks outside, dreams; who looks inside, awakens.
Carl Jung
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Recognized for reliability and adaptability, with a swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
19
years of professional experience
1
Certification
Work History
Verizon Wireless
Customer Service Advocate
12.2006 - 08.2023
Job overview
- 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
- Cross-trained and provided backup support for organizational leadership.
- Identified and resolved discrepancies and errors in customer accounts.
Verizon Wireless
Technical Support Coordinator
01.2005 - 12.2006
Job overview
- 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
Trident Technical CollegeNorth Charleston, SC
Associate of Science from Information Technology
10-2025
Johnson & Wales UniversityCharleston, SC
Associate of Applied Science from Baking and Pastry Art
06.1998
Skills
- Clerical coordination
- Customer support
- Digital forensic analysis
- Data protection strategies
- End-user support services
- Strong attention to detail
- Clear communication
- Analytical reporting skills
- Call center experience
- Administrative support
- Complaint handling
- Data entry
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Affiliations
- The National Society of Leaders and Success
Certification
- Microsoft Certified, Windows 10 (MD-100), Microsoft
- CompTIA Network+, Computing Technology Industry Association
- Red Hat Certified System Administrator (RHCSA), Red Hat, Inc.
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Achievements
IT Coordinator for NSLS Executive Board
Trident Technical College, May 2025
Languages
English
Native or Bilingual
Interests
Kickboxing
Wedding Cake Design
Gardening
Timeline
Customer Service Advocate
Verizon Wireless
12.2006 - 08.2023
Technical Support Coordinator
Verizon Wireless
01.2005 - 12.2006
Johnson & Wales University
Associate of Applied Science from Baking and Pastry Art
Trident Technical College
Associate of Science from Information Technology