krystalahayes@gmail.com
਀㘀㈀　㠀 䰀漀猀 刀漀戀氀攀猀 䰀愀渀攀㰀戀爀㸀
Mesquite TX 75150
਀㐀㘀㤀ⴀ㈀㌀㄀ⴀ㘀㐀㈀㈀㰀戀爀㸀
Krystal A. Hayes
਀䔀砀瀀攀爀椀攀渀挀攀㰀戀爀㸀
08/14 - Present
਀䴀攀猀焀甀椀琀攀Ⰰ 吀堀㰀戀爀㸀
At-Home Senior Advisor AppleCare
਀吀爀漀甀戀氀攀猀栀漀漀琀Ⰰ 搀椀愀最渀漀猀攀 愀渀搀 爀攀猀漀氀瘀攀 挀漀洀瀀氀攀砀 栀愀爀搀眀愀爀攀 愀渀搀 猀漀昀琀眀愀爀攀 椀猀猀甀攀猀㬀 伀昀昀攀爀 琀攀挀栀渀椀挀愀氀 最甀椀搀愀渀挀攀 愀渀搀 猀甀瀀瀀漀爀琀 琀漀 昀爀漀渀琀ⴀ氀椀渀攀㰀戀爀㸀
technicians; Demonstrate the importance of a Promise Kept by following through on commitments; Communicate effectively by
਀搀漀挀甀洀攀渀琀椀渀最 挀氀攀愀爀Ⰰ 搀攀琀愀椀氀攀搀 挀愀猀攀 渀漀琀攀猀㬀 䴀愀渀愀最攀 琀椀洀攀 攀昀昀椀挀椀攀渀琀氀礀 眀椀琀栀 渀攀眀 愀渀搀 攀砀椀猀琀椀渀最 挀愀猀攀猀㬀 匀攀氀攀挀琀攀搀 琀漀 愀猀猀椀猀琀 䄀瀀瀀氀攀䌀愀爀攀 挀栀愀琀 猀甀瀀瀀漀爀琀㰀戀爀㸀
which entailed working with customers via chat; Worked on secret projects to find best practices internally to create higher efficiency
਀戀攀琀眀攀攀渀 猀甀瀀瀀漀爀琀 氀攀瘀攀氀猀㬀㰀戀爀㸀
Apple Inc.
਀　㄀⼀㄀㐀 ⴀ 　㠀⼀㄀㐀㰀戀爀㸀
Mesquite, TX
਀䄀琀ⴀ䠀漀洀攀 䄀搀瘀椀猀漀爀 䄀瀀瀀氀攀䌀愀爀攀㰀戀爀㸀
Responding to incoming technical support calls regarding Apple products, providing exemplary customer service to our customers,
਀最愀琀栀攀爀 渀攀挀攀猀猀愀爀礀 椀渀昀漀爀洀愀琀椀漀渀 琀漀 愀瀀瀀爀漀瀀爀椀愀琀攀氀礀 瀀爀漀戀氀攀洀 猀漀氀瘀攀 挀漀渀挀攀爀渀猀 眀椀琀栀 椀倀愀搀猀Ⰰ 椀倀漀搀猀Ⰰ 椀倀栀漀渀攀猀 愀渀搀 䴀愀挀 搀攀猀欀琀漀瀀 漀爀 瀀漀爀琀愀戀氀攀猀Ⰰ 眀愀氀欀㰀戀爀㸀
customers step by step through issue resolution, accurately document case notes so that anyone could understand the steps which
਀眀攀爀攀 琀愀欀攀渀 昀漀爀 爀攀猀漀氀甀琀椀漀渀Ⰰ 瀀愀爀琀椀挀椀瀀愀琀攀搀 椀渀 瀀爀漀樀攀挀琀猀 猀甀挀栀 愀猀 䌀漀渀渀攀挀琀 昀漀爀 琀攀愀洀 戀甀椀氀搀椀渀最㬀㰀戀爀㸀
Apple Inc.
਀　㠀⼀㄀㌀ ⴀ 　㌀⼀㄀㐀㰀戀爀㸀
Mesquite, TX
਀䴀愀渀愀最攀搀 䌀栀愀琀琀攀爀㰀戀爀㸀
Responding to multiple simultaneous online chat requests from our clients within the automotive industry and their current/potential
਀挀甀猀琀漀洀攀爀猀Ⰰ 瀀爀漀瘀椀搀椀渀最 攀砀攀洀瀀氀愀爀礀 挀甀猀琀漀洀攀爀 猀攀爀瘀椀挀攀 琀漀 漀甀爀 挀氀椀攀渀琀猀 愀渀搀 琀栀攀椀爀 挀甀爀爀攀渀琀⼀瀀漀琀攀渀琀椀愀氀 挀甀猀琀漀洀攀爀猀Ⰰ 最愀琀栀攀爀 瀀漀琀攀渀琀椀愀氀 挀甀猀琀漀洀攀爀 氀攀愀搀㰀戀爀㸀
information and route these leads to the appropriate departments so that our clients may successfully follow up with them, staying up
਀琀漀 搀愀琀攀 漀渀 氀愀琀攀猀琀 挀氀椀攀渀琀 愀渀搀 䌀栀愀琀 吀攀愀洀 甀瀀搀愀琀攀猀 愀渀搀 爀攀焀甀攀猀琀猀 琀栀爀漀甀最栀 漀甀爀 䴀愀渀愀最攀搀 䌀栀愀琀 吀攀愀洀 䈀氀漀最 猀椀琀攀Ⰰ 挀漀渀猀椀猀琀攀渀琀氀礀 昀漀氀氀漀眀椀渀最 琀栀攀 䌀栀愀琀㰀戀爀㸀
Best Practices guidelines and following instructions to optimize chat leads performing research online to accurately respond to clients’
਀愀渀搀 挀甀猀琀漀洀攀爀猀ᤀ†挀栀愀琀 爀攀焀甀攀猀琀猀㬀㰀戀爀㸀
DealerTrack
਀　㐀⼀㄀㄀ ⴀ ㄀㄀⼀㄀㈀㰀戀爀㸀
Irving, TX
਀䈀氀愀挀欀䈀攀爀爀礀 倀愀爀琀渀攀爀 吀攀挀栀渀椀挀愀氀 匀甀瀀瀀漀爀琀 匀瀀攀挀椀愀氀椀猀琀㰀戀爀㸀
Responsible for assisting a variety of BlackBerry customers by troubleshooting the BlackBerry smartphone, the Desktop Manager
਀刀攀猀攀愀爀挀栀 䤀渀 䴀漀琀椀漀渀㰀戀爀㸀
software, and all applications relating to the BlackBerry Solution, Daily responsibilities consisted of collecting information and
਀瀀攀爀昀漀爀洀椀渀最 椀渀椀琀椀愀氀 琀爀漀甀戀氀攀猀栀漀漀琀椀渀最 漀昀 䐀攀猀欀琀漀瀀Ⰰ 栀愀渀搀栀攀氀搀Ⰰ 䈀氀愀挀欀䈀攀爀爀礀 䤀渀琀攀爀渀攀琀 匀攀爀瘀椀挀攀 ☀愀洀瀀㬀 䈀氀愀挀欀䈀攀爀爀礀 䔀渀琀攀爀瀀爀椀猀攀 匀攀爀瘀攀爀Ⰰ 匀甀瀀瀀漀爀琀 眀愀猀㰀戀爀㸀
provided by phone and by email support, Providing world class customer support and instilling customer confidence while working on
਀愀渀 椀渀挀椀搀攀渀琀Ⰰ 愀猀 眀攀氀氀 愀猀 眀栀攀渀 爀攀猀漀氀甀琀椀漀渀 椀猀 甀渀欀渀漀眀渀Ⰰ 䰀攀瘀攀爀愀最椀渀最 戀漀琀栀 椀渀琀攀爀渀愀氀 愀渀搀 攀砀琀攀爀渀愀氀 欀渀漀眀氀攀搀最攀 戀愀猀攀搀 猀礀猀琀攀洀猀 昀漀爀 愀猀猀椀猀琀椀渀最㰀戀爀㸀
customers, Escalating when necessary to our appropriate escalation teams, Accountable for all work that entered my team, During my
਀戀愀挀欀ⴀ氀椀渀攀 琀椀洀攀 瀀爀漀瘀椀搀攀搀 愀搀搀椀琀椀漀渀愀氀 猀甀瀀瀀漀爀琀 琀栀爀漀甀最栀 挀漀愀挀栀椀渀最Ⰰ 猀栀愀搀漀眀椀渀最Ⰰ 瀀攀攀爀 琀漀 瀀攀攀爀 挀栀愀琀 愀猀猀椀猀琀愀渀挀攀 愀猀 眀攀氀氀 琀漀 渀攀眀 栀椀爀攀猀㬀㰀戀爀㸀
09/07 – 04/11
਀䘀爀椀猀挀漀Ⰰ 吀堀㰀戀爀㸀
Technical Support Representative
਀刀攀猀瀀漀渀猀椀戀氀攀 昀漀爀 愀渀猀眀攀爀椀渀最 椀渀戀漀甀渀搀 琀攀挀栀渀椀挀愀氀 猀甀瀀瀀漀爀琀 挀愀氀氀猀 爀攀最愀爀搀椀渀最 洀漀戀椀氀攀 瀀栀漀渀攀 椀猀猀甀攀猀Ⰰ 䤀渀 琀栀椀猀 爀漀氀攀 䤀 眀愀猀 爀攀猀瀀漀渀猀椀戀氀攀 昀漀爀 琀爀漀甀戀氀攀㰀戀爀㸀
shooting PDA and mobile phone devices, maintaining customer records and maintaining confidentiality;
਀吀ⴀ䴀漀戀椀氀攀㰀戀爀㸀
12/06 – 09/07
਀䘀爀椀猀挀漀Ⰰ 吀堀㰀戀爀㸀
Customer Service Associate
਀䜀䔀 䌀漀渀猀甀洀攀爀 䘀椀渀愀渀挀攀㰀戀爀㸀
Responsible for answering inbound customer service calls regarding JCPenney credit card accounts, In this role I was responsible for
਀洀愀椀渀琀愀椀渀椀渀最 挀甀猀琀漀洀攀爀 爀攀挀漀爀搀猀Ⰰ 洀愀椀渀琀愀椀渀椀渀最 挀漀渀昀椀搀攀渀琀椀愀氀椀琀礀 愀渀搀 甀瀀猀攀氀氀椀渀最 瀀爀漀搀甀挀琀猀 戀愀猀攀搀 漀渀 愀挀挀漀甀渀琀 猀琀愀琀甀猀㬀㰀戀爀㸀
6/05 – 04/06
਀䠀攀氀瀀 䐀攀猀欀㰀戀爀㸀
Responsible for answering inbound support calls regarding the recruiting websites RayCATS and RayJOBS from current and
਀瀀爀漀猀瀀攀挀琀椀瘀攀 攀洀瀀氀漀礀攀攀猀Ⰰ 匀甀瀀瀀漀爀琀 挀漀渀猀椀猀琀攀搀 漀昀 琀爀漀甀戀氀攀 猀栀漀漀琀椀渀最 攀爀爀漀爀 洀攀猀猀愀最攀猀Ⰰ 最氀椀琀挀栀攀猀Ⰰ 愀渀搀 甀猀攀爀 琀爀愀椀渀椀渀最Ⰰ 倀爀漀瘀椀搀攀搀 猀甀瀀瀀漀爀琀 戀礀 攀ⴀ洀愀椀氀Ⰰ㰀戀爀㸀
fax, and telephone, Performed manual website testing, Wrote help desk scripts to increase the response time, Trained new
਀攀洀瀀氀漀礀攀攀猀Ⰰ㰀戀爀㸀
Raytheon (PDS Technical Services)
਀䐀愀氀氀愀猀Ⰰ 吀堀㰀戀爀㸀
10/04 - 02/05
਀䔀ⴀ吀攀愀洀 䌀漀漀爀搀椀渀愀琀漀爀㰀戀爀㸀
Supervised a team of seven customer service employees, The goal of this department was to quickly and effectively respond and
਀瀀爀漀挀攀猀猀 愀氀氀 椀渀挀漀洀椀渀最 昀愀砀攀猀 愀渀搀 漀爀 攀ⴀ洀愀椀氀猀 昀漀爀 琀栀攀 攀渀琀椀爀攀 挀漀洀瀀愀渀礀Ⰰ 吀甀爀渀愀爀漀甀渀搀 琀椀洀攀 眀愀猀 猀愀洀攀 搀愀礀Ⰰ 䐀攀瀀愀爀琀洀攀渀琀 栀愀渀搀氀攀搀 洀漀爀攀 琀栀愀渀㰀戀爀㸀
eighteen hundred e-mails and faxes a day, Identified problems and delivered resolution, Respond to customer e-mails and or faxes and
਀爀攀猀漀氀瘀攀 挀甀猀琀漀洀攀爀 挀漀渀挀攀爀渀猀 眀椀琀栀 戀椀氀氀椀渀最Ⰰ 瀀愀礀洀攀渀琀 愀爀爀愀渀最攀洀攀渀琀猀 愀渀搀 漀爀 攀砀瀀氀愀椀渀 琀栀攀椀爀 瀀爀漀最爀愀洀 琀漀 琀栀攀洀Ⰰ 匀愀瘀攀 挀氀椀攀渀琀猀 昀爀漀洀 挀愀渀挀攀氀椀渀最Ⰰ 挀愀氀洀㰀戀爀㸀
irate customers and handle issues as they arose;
਀䌀爀攀搀椀琀 匀漀氀甀琀椀漀渀猀 漀昀 䄀洀攀爀椀挀愀㰀戀爀㸀
Addison, TX
਀㄀　⼀　㌀ ⴀ 　㜀⼀　㐀㰀戀爀㸀
Pricing & Reporting Analyst
਀䄀猀 瀀爀椀挀椀渀最 愀渀搀 爀攀瀀漀爀琀椀渀最 琀攀愀洀 愀渀愀氀礀猀琀 搀愀椀氀礀 爀攀猀瀀漀渀猀椀戀椀氀椀琀椀攀猀 椀渀挀氀甀搀攀 攀砀攀挀甀琀椀渀最 漀爀 挀甀猀琀漀洀椀稀椀渀最 瀀爀椀挀攀 氀椀猀琀猀 愀渀搀 瀀甀爀挀栀愀猀攀 爀攀瀀漀爀琀猀 甀猀椀渀最㰀戀爀㸀
Crystal Reports and Access, Maintenance of cost plus on licensing contracts and shrink-wrap, Maintenance of customer hierarchy,
਀唀琀椀氀椀稀愀琀椀漀渀 漀昀 匀礀戀愀猀攀 猀漀昀琀眀愀爀攀 昀漀爀 愀氀氀 搀愀椀氀礀 昀甀渀挀琀椀漀渀猀Ⰰ 䘀吀倀 挀甀猀琀漀洀攀爀 爀攀瀀漀爀琀猀 椀渀琀漀 挀甀猀琀漀洀攀爀 猀椀琀攀猀 愀渀搀 䴀礀 䄀挀挀漀甀渀琀 䌀攀渀琀攀爀㬀㰀戀爀㸀
Software Spectrum
਀䜀愀爀氀愀渀搀Ⰰ 吀堀㰀戀爀㸀
Education:
਀　㌀⼀㄀㐀 ⴀ 挀甀爀爀攀渀琀㰀戀爀㸀
Bachelor’s Technical Management Human Resource Management
਀　㄀⼀　㌀ ጀ†㄀㈀⼀　㔀㰀戀爀㸀
DeVry
਀匀漀昀琀眀愀爀攀 䐀攀瘀攀氀漀瀀洀攀渀琀 倀爀漀最爀愀洀洀攀爀 䄀猀猀椀猀琀愀渀琀 䌀攀爀琀椀昀椀挀愀琀攀㰀戀爀㸀
Eastfield Community College
਀䴀攀猀焀甀椀琀攀Ⰰ 吀堀㰀戀爀㸀
Dallas, TX