Open to opportunities

Evliya Kaya

@evliyakaya

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Executive relations and technical support specialist focused on crisis resolution and customer recovery.

Ireland

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What I'm looking for

I seek a role focused on high-impact incident and executive-level support where I can drive crisis resolution, improve processes, and collaborate cross-functionally.

I am a results-driven Executive Relations & Technical Support Specialist with extensive experience in incident management, crisis resolution, customer recovery, and technical troubleshooting within Apple's ecosystem.

I have led high-profile customer escalations, mitigated reputational risk, and collaborated closely with PR, legal, and engineering teams to deliver rapid, compliant resolutions. I apply ITIL best practices and use ServiceNow for efficient incident management.

My hands-on technical background covers macOS, Windows, networking, and IT security, and I have elevated AI-driven support through annotation and feedback that improved NLP and Siri response accuracy.

I bring strong communication skills in English and Turkish, a passion for process optimization and quality assurance, and a track record of producing actionable insights that reduce recurring incidents and improve customer experience.

Experience

Work history, roles, and key accomplishments

Current

Annotation Analyst

Current

Apple

May 2021 - Present (4 years 4 months)

Analyzed customer interactions to improve Apple’s AI/NLP models and Siri response accuracy, investigated and escalated critical cases, and collaborated with engineering and product teams to refine customer interaction strategies.

NLP Data Annotation Escalation Management MacOS ServiceNow Cross Functional Collaboration Quality Assurance

Content Reviewer

Manpower

Nov 2019 - May 2021 (1 year 6 months)

Reviewed user-generated content for compliance with Google Play Store policies, investigated and escalated flagged content, and coordinated with legal and policy teams to maintain platform integrity.

Content Moderation Compliance Policies Escalation Management Quality Assurance Google Play Policies

Major Incident Management Controller

Fujitsu

May 2019 - Nov 2019 (6 months)

Led resolution of high-impact IT incidents for enterprise customers, managed real-time crisis response with senior stakeholders, and implemented ITIL-compliant documentation and proactive mitigation strategies.

Incident Management ITIL Crisis Response Root Cause Analysis Documentation Service Recovery

Technical Support Specialist

Fujitsu

May 2017 - May 2019 (2 years)

Provided technical troubleshooting for macOS and Windows, liaised between customers and engineering to resolve complex IT issues, and produced documentation and knowledge-base resources to improve support efficiency.

MacOS Windows Networking IT Security Troubleshooting Software Deployment Customer Support

Project Expert

Referans İş Company

Jul 2014 - May 2017 (2 years 10 months)

Evaluated EU-funded project proposals, conducted independent assessments to ensure compliance and effectiveness, and collaborated with international teams and EU Commission representatives on short-term assignments.

Project evaluation EU Funding Procedures Proposal Scoring Compliance Reporting Cross Cultural Communication