Customer Service Support

Laura Ramsey

Senior Advisor

913-***-**** • **********@*****.*** • 302 Winter Haven Lane Brownsville TX 78526

Professional Profile

Customer-focused Senior Advisor with extensive experience in technical support, customer service, and mentoring. Skilled in identifying customer needs and delivering tailored solutions with empathy and efficiency. Passionate about fostering positive customer experiences and training others to do the same. Recognized for exceptional problem-solving skills, leadership, and dedication to continuous learning.

Professional Experience

Senior Advisor

Kelly Connect / Apple Support — 2018–Present

• Provided Tier 4 technical and customer support across Apple platforms including iOS, macOS, iPadOS, watchOS, and tvOS.

• Expertly resolved complex issues while maintaining performance metrics and a customer-first approach.

• Filed pre-procedure troubleshooting tickets to expedite problem resolution.

• Trained and mentored new advisors during their transition from training to production.

• Awarded “Team Leader” for outstanding performance and peer support.

• Maintained 100% compliance with ongoing education and privacy standards.

• Specialized in Apple consumer apps: Photos, Pages, Numbers, Keynote, iMovie, GarageBand.

• Supported a wide range of Apple devices: iPhone, iPad, Mac, Apple Watch, Apple TV, HomePod.

Customer Service Representative

Dish Network — 2017–2018

• Handled inbound calls addressing customer account and technical issues.

• Consistently exceeded sales targets through effective upselling of channel packages.

• Recognized as a top performer in sales and customer retention.

• Maintained high customer satisfaction through clear communication and issue resolution. Education

Pittsburg State University

B.A. in Industrial Organizational Psychology – 1996 University of Missouri – Kansas City

Graduate coursework in Higher Education Student Personnel Skills

• Customer Support & Technical Troubleshooting

• Training & Mentorship

• Apple Ecosystem & Product Knowledge

• Call Center Metrics & Performance

• Upselling & Customer Retention

• Privacy Compliance

• Empathetic Communication

• Problem Solving & Critical Thinking

Certifications & Award

• Team Leader Award – Kelly Connect

• 100% Pass Rate – Apple Continuing Education Modules

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