Jaymez DeGraftenreed
Scott
Summary
Customer Support & Retention Specialist with 6+ years of experience in chat support, inbound customer service, and account retention. Strong written communication, multitasking, and de-escalation skills with a proven ability to resolve issues quickly, retain customers, and deliver a positive experience across multiple channels.
Overview
7
7
years of professional experience
Work History
Retention Agent (Inbound & Chat Support)
Constant Contact
Remote
07.2025 - 02.2026
- Managed remote work environments to ensure consistent workflow and team engagement.
- Handle inbound calls and chat conversations to resolve issues and prevent cancellations.
- Follow structured retention steps (value → non-monetary → monetary → suspension).
- Troubleshoot account, billing, and product issues while guiding customers through solutions.
- Document interactions in CRM systems while multitasking across multiple tools.
- Communicate professionally through both written and verbal channels.
Pharmacy Advocate
OptumRx
Remote
09.2024 - 02.2025
- Responded to customer inquiries via phone and digital channels.
- Verified insurance coverage and resolved prescription-related issues.
- Documented all communication accurately for compliance and follow-up.
- Provided clear written instructions regarding orders and medication status.
Sales & Customer Experience Representative
Comcast
Remote
01.2024 - 08.2024
- Managed chat, email, and inbound communication for customer support.
- Resolved customer issues through clear, empathetic written communication.
- Documented interactions in CRM systems.
- Consistently met or exceeded performance and conversion goals.
Retail Sales Consultant / Retention Specialist
AT&T
Little Rock, AR
10.2018 - 04.2023
- Managed 30+ daily customer support interactions, verbal and written.
- Retained accounts through strong solution-based communication.
- Provided troubleshooting and product education.
- Trained and mentored team members in customer service best practices.
Education
High School Diploma -
North Pulaski High School
Jacksonville, ARSkills
- Chat & Messaging Support
- High-Volume Inbound Support
- Retention & Save Strategies
- Written Communication
- De-escalation & Problem Resolution
- CRM & Ticketing Systems
- Multitasking / Typing 60 WPM
- Technical & Product Support
- Sales Support & Upselling
Timeline
Retention Agent (Inbound & Chat Support)
Constant Contact
07.2025 - 02.2026
Pharmacy Advocate
OptumRx
09.2024 - 02.2025
Sales & Customer Experience Representative
Comcast
01.2024 - 08.2024
Retail Sales Consultant / Retention Specialist
AT&T
10.2018 - 04.2023
High School Diploma -
North Pulaski High School