Kyisha Chatman Email & Phone Number

As a Tier 2 Technical Support Engineer, I provide expert-level support to resolve complex technical issues and enhance customer satisfaction. I am skilled at being cross functional and bridging the gap between the technical support team and product. My responsibilities include:Issue Resolution: Diagnosing and troubleshooting hardware and software problems, utilizing a variety of tools and techniques to ensure timely resolution.Customer Interaction: Engaging with clients to understand their technical challenges, providing clear and effective communication throughout the support process.Escalation Management: Collaborating with Tier 3 support and development teams to escalate and resolve critical issues while keeping customers informed.Documentation: Creating and maintaining detailed documentation of support processes, solutions, and best practices to improve team efficiency.Training and Mentorship: Assisting in training new team members and sharing knowledge to promote a collaborative learning environment.Continuous Improvement: Identifying recurring issues and contributing to the development of knowledge base articles and self-service resources.

Atlanta, Georgia, United States

As a Mac & IOS Technician, I provide insightful advice and friendly, hands-on technical support to Apple customers in need. I performed technical analysis related to Mac systems, operating issues, and their peripherals and was able to resolve & diagnose software and hardware issues while achieving a 98% same unit repair success rate.I also provided my support during the implementation of a new scoring metric system that resulted in shorter appointment durations allowing the technical support team to see over 200 customers on a day-by-day basis.I help coach & motivate staff as well as new hires on Apple's procedures and protocols which yielded higher results in overall customer satisfaction. I constantly collaborate with the Apple local leadership team to prepare & lead meetings to address business change needs.

Atlanta, Georgia, United States

As a Home Advisor, I managed a wide range of customer-oriented services such as troubleshooting, customer service, and technical support which was conducted via phone, chat, and email. I pioneered and initiated the local Retail@Home program during COVID-19 to provide at-home support for Apple consumers resulting in 850k interactions, an average session duration of 15 minutes, and 91% overall customer satisfaction.I formulated & researched software & hardware troubleshooting issues to determine the causes of system malfunctions with an 87% issue resolved success rate. I also provided coaching and mentoring to Apple's Retail team for those who transitioned to the Retail@Home program.

Atlanta, Georgia, United States

I helped troubleshoot, diagnose and perform repairs of iOS devices while explaining technical issues and maintained knowledge of current in-store and online products and services, promotions, merchandise features, inventory, policies, and procedures. I mentored Technical Specialists on technical and customer service issues. I also recorded all transactions accurately to maintain service and inventory part accuracy. I was able to identify all customer needs and presented product and service solutions while setting reasonable expectations for customers and keeping them updated throughout their interaction.

Short Hills, New Jersey, United States

As a Technical Specialist, I helped new customers get started and current ones get quick, efficient support. When a customer needed assistance, I quickly assessed their situation and took care of them with advice or a solution on the spot, using my knowledge of current Apple technology and devices.

Short Hills, New Jersey, United States

As a Sales Specialist, I was able to deliver great customer experiences, and introduce people to the Apple products that help them do what they love in new ways. I achieved a 100% team member score for over 20+ customer responses for iPhone & Mac sales within the first quarter of 2015 in the areas of knowledge, ability to connect, and understanding customer needs. I also achieved a 100% team member score for over 50+ customer responses for iPhone & Mac sales within the second quarter of 2015 in the same areas as in the first quarter.