Kyle Heaton

Kyle A Heaton -| - |  Kennesaw, GA Education Kennesaw State University Kennesaw, GA COMPUTER SCIENCE 2007 – 2010 Experience Phobio APPLE BUSINESS ADMIN Atlanta, GA Feb 2018 – Present • Account management and administration for SMB accounts using Salesforce CRM • Use SQL and company built software to create, build reporting and manage customer account operations • Multi-departmental collaboration with Marketing, Dev, Ops, Support and Leadership to ensure program is running at peak performance • Influence CTA marketing campaigns to drive revenue and new business using Salesforce Marketing Cloud • Assist new and current customers with our program via live chat, email and phone • Manage program payments and collaborate with Finance to ensure all customers are paid on time • Work with business partners to resolve off-site logistic and technical issues Phobio TEAM LEAD • • • • • • • • Atlanta, GA June 2017 – Feb 2018 Resolve service, pricing and technical problems for customers through supervisor ticket escalations Identify reoccurring customer issues by creating and maintaining documents and KPI logs Identify and report operational improvements to improve overall business productivity Defuse volatile customer situations in a calm and emphatic manner Oversee Tier 1 live chat logs and transcripts to ensure customer satisfaction goals are consistently met Analyze live chat transcripts to provide feedback to Tier 1 customer support team Resolve customer issues through BBB, Facebook, Google and Twitter social media platform Assist customers with Apple sales and technical solutions to improve trade retention metrics Apple, Inc BUSINESS EXPERT • • • • • • Atlanta, GA Oct 2016 – Jun 2017 Provisioned and managed company accounts using Apple CRM software Prospected new business potential and qualified leads both in store and over the phone B2B sales of both Apple and 3rd party hardware and software Analyzed key performance indicators and adjusted business focus as necessary Prioritized and implemented workflow efficiencies to advocate best practices Trained and developed a team of over 100+ colleagues around business solutions and how to implement Apple products into the professional work environment Apple, Inc PRODUCT SPECIALIST Atlanta, GA Nov 2013 – Oct 2016 • Provided a world class buying experience to new and existing Apple customers • Market Core Training Facilitator: organized, and presented all training initiatives to current and new employees • Field Trip Facilitator: organized and facilitated Field Trips from local schools to the Apple Store - class materials included coding basic, iOS/Mac app showcasing and filming and editing projects. Camp Leader: coordinated and facilitated a 3 week experience for 150+ children and parents to learn and create their own movies and books through Mac/iOS applications • Visual Merchandising Lead: maintained strict visual and functional brand standards, while managing and influencing a team of up to 15 within Apple retail stores Skills Experience managing and supporting high profile business accounts through CRM, Google Docs and MS Office 10+ years of customer service experience delivering world class support Skillful in target selling, solutions selling, campaign sales, customer retention and sales pipeline management Experience managing and leading a large team Quick to learn and adapt to new software. Experience in working in a SaaS environment