Jacqueline Drayton

• Documented recurring issues, updating knowledge base content to improve first-call resolution.

• Coordinated cross-functional communication between users, support teams, and vendors to resolve recurring problems.

• Provided high-quality remote assistance to customers, ensuring timely issue resolution and minimized downtime.

• Standardized knowledge base articles to improve first-contact resolution and agent efficiency.

• Supported hardware, software, and account issues across multiple platforms and end-user environments.

• Maintained detailed records of all support interactions to ensure proper follow-up and
resolution.

• 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.

• Processed and coordinated FOIA requests, including reviewing requests, gathering responsive records and information, tracking request status, and maintaining accurate documentation in GovQA.

• 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.