Amy Sailors
Laporte
Summary
Proven Technical Support Engineer with a track record of enhancing customer satisfaction at Apple through expert resolution of complex technical issues. Excelled in problem-solving and interpersonal communication, significantly improving client loyalty. Demonstrated leadership as a Shift Lead Manager, marrying organizational skills with hardware troubleshooting expertise. Achieved top performer status by consistently exceeding performance metrics.
Overview
19
19
years of professional experience
Work History
Technical Support Engineer
Apple
03.2022 - 02.2025
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
Customer Service Representative
Bloom Insurance Agency
10.2018 - 04.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Care Partner
Vanderbilt Medical Center
11.2011 - 09.2018
- Served as an advocate for patients'' rights, upholding ethical standards in all aspects of care provision.
- Monitored vital signs and reported any abnormalities to medical staff for prompt attention and treatment.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Enhanced patient comfort by providing personalized care and support throughout their stay.
- Facilitated the smooth transition between shifts by providing detailed hand-off reports to incoming care partners.
- Performed basic wound care duties under nurse supervision, promoting healing and preventing infection.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
Shift Lead Manager
Ups Store
02.2006 - 09.2011
- Led by example, demonstrating a strong work ethic and commitment to excellence that motivated team members to strive for their best performance.
- Oversaw daily operations, ensuring compliance with company policies, safety regulations, and industry best practices.
- Maintained accurate records of all documents notarized to support accurate recordkeeping and reporting requirements
- Checked documents for accuracy and correct signing before notarizing.
- Followed proper protocol when notarizing documents, verifying signatures and dates for compliance.
- Checked client identification to maintain compliance with state legal requirements.
Education
High School Diploma -
McGavock High School
Nashville, TNCNA Certification -
Nats
Nashville, TNSkills
- Problem-solving
- Organizational
- Communication
- Time management
- Interpersonal
- Customer support
- Teamwork and collaboration
- Customer relationship management
- Attention to detail
- Remote support
- Interpersonal communication
- Critical thinking
- Relationship building
- Analytical thinking
- Hardware troubleshooting
Timeline
Technical Support Engineer
Apple
03.2022 - 02.2025
Customer Service Representative
Bloom Insurance Agency
10.2018 - 04.2022
Care Partner
Vanderbilt Medical Center
11.2011 - 09.2018
Shift Lead Manager
Ups Store
02.2006 - 09.2011
High School Diploma -
McGavock High School
CNA Certification -
Nats