krystalahayes@gmail.com

6208 Los Robles Lane

Mesquite TX 75150

469-231-6422

Krystal A. Hayes

Experience

08/14 - Present

Mesquite, TX

At-Home Senior Advisor AppleCare

Troubleshoot, diagnose and resolve complex hardware and software issues; Offer technical guidance and support to front-line

technicians; Demonstrate the importance of a Promise Kept by following through on commitments; Communicate effectively by

documenting clear, detailed case notes; Manage time efficiently with new and existing cases; Selected to assist AppleCare chat support

which entailed working with customers via chat; Worked on secret projects to find best practices internally to create higher efficiency

between support levels;

Apple Inc.

01/14 - 08/14

Mesquite, TX

At-Home Advisor AppleCare

Responding to incoming technical support calls regarding Apple products, providing exemplary customer service to our customers,

gather necessary information to appropriately problem solve concerns with iPads, iPods, iPhones and Mac desktop or portables, walk

customers step by step through issue resolution, accurately document case notes so that anyone could understand the steps which

were taken for resolution, participated in projects such as Connect for team building;

Apple Inc.

08/13 - 03/14

Mesquite, TX

Managed Chatter

Responding to multiple simultaneous online chat requests from our clients within the automotive industry and their current/potential

customers, providing exemplary customer service to our clients and their current/potential customers, gather potential customer lead

information and route these leads to the appropriate departments so that our clients may successfully follow up with them, staying up

to date on latest client and Chat Team updates and requests through our Managed Chat Team Blog site, consistently following the Chat

Best Practices guidelines and following instructions to optimize chat leads performing research online to accurately respond to clients’

and customers’ chat requests;

DealerTrack

04/11 - 11/12

Irving, TX

BlackBerry Partner Technical Support Specialist

Responsible for assisting a variety of BlackBerry customers by troubleshooting the BlackBerry smartphone, the Desktop Manager

Research In Motion

software, and all applications relating to the BlackBerry Solution, Daily responsibilities consisted of collecting information and

performing initial troubleshooting of Desktop, handheld, BlackBerry Internet Service & BlackBerry Enterprise Server, Support was

provided by phone and by email support, Providing world class customer support and instilling customer confidence while working on

an incident, as well as when resolution is unknown, Leveraging both internal and external knowledge based systems for assisting

customers, Escalating when necessary to our appropriate escalation teams, Accountable for all work that entered my team, During my

back-line time provided additional support through coaching, shadowing, peer to peer chat assistance as well to new hires;

09/07 – 04/11

Frisco, TX

Technical Support Representative

Responsible for answering inbound technical support calls regarding mobile phone issues, In this role I was responsible for trouble

shooting PDA and mobile phone devices, maintaining customer records and maintaining confidentiality;

T-Mobile

12/06 – 09/07

Frisco, TX

Customer Service Associate

GE Consumer Finance

Responsible for answering inbound customer service calls regarding JCPenney credit card accounts, In this role I was responsible for

maintaining customer records, maintaining confidentiality and upselling products based on account status;

6/05 – 04/06

Help Desk

Responsible for answering inbound support calls regarding the recruiting websites RayCATS and RayJOBS from current and

prospective employees, Support consisted of trouble shooting error messages, glitches, and user training, Provided support by e-mail,

fax, and telephone, Performed manual website testing, Wrote help desk scripts to increase the response time, Trained new

employees,

Raytheon (PDS Technical Services)

Dallas, TX

10/04 - 02/05

E-Team Coordinator

Supervised a team of seven customer service employees, The goal of this department was to quickly and effectively respond and

process all incoming faxes and or e-mails for the entire company, Turnaround time was same day, Department handled more than

eighteen hundred e-mails and faxes a day, Identified problems and delivered resolution, Respond to customer e-mails and or faxes and

resolve customer concerns with billing, payment arrangements and or explain their program to them, Save clients from canceling, calm

irate customers and handle issues as they arose;

Credit Solutions of America

Addison, TX

10/03 - 07/04

Pricing & Reporting Analyst

As pricing and reporting team analyst daily responsibilities include executing or customizing price lists and purchase reports using

Crystal Reports and Access, Maintenance of cost plus on licensing contracts and shrink-wrap, Maintenance of customer hierarchy,

Utilization of Sybase software for all daily functions, FTP customer reports into customer sites and My Account Center;

Software Spectrum

Garland, TX

Education:

03/14 - current

Bachelor’s Technical Management Human Resource Management

01/03 – 12/05

DeVry

Software Development Programmer Assistant Certificate

Eastfield Community College

Mesquite, TX

Dallas, TX