User Experience Product Manager Project Manager resume example with 13+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - -
Professional Summary

Self-motivated, innovative and goal-oriented management professional committed to user and customer experience, operations, software development and production support. Dedicated leader with over 5 years of management experience. Over a decade of experience dedicated to customer service and technology. Skilled at mediation and conflict resolution. Drives company growth by creating a culture of success.

A proven track record of success in a multitude of projects managed for software development, reporting data, organization infrastructure creation and process implementation. Offers an in-depth understanding of project lifecycles and project development methodologies.

  • Improved customer satisfaction ratings by 30% driving quick resolutions in relation to system performance issues and minimizing tool outages.
  • Improved user experience by 20% creating an open channel to provide feedback regarding systems used in the contact centers across the globe.  
  • Successfully managed the creation of a new organization designed to respond to user issues four months before deadline.
  • Currently managing high level sunset project.
  • Designing a world wide trouble ticket escalation and management system for 60,000+ users.

Experience and understanding of industry leading systems include:

  • ServiceNow, Jive, Business Objects, CRM, SABA, Tableau and more.
  • Efficient in Word, Powerpoint and Excel.
  • Advanced understanding of Keynote, Pages, Numbers.
  • Project planning and development
  • Procedure development
  • Strategic planning
  • Team building
  • Lean manufacturing and design
  • Analytical
  • Personable
  • Dependable
  • New product introductions strategies
  • Employee relations
  • Advanced problem solving
  • Business process re-engineering
  • Dedicated team player
  • Flexible
  • Performance evaluations
  • Six Sigma Lean Green Belt Certification
  • Scrum Alliance Agile Product Owner Certification
  • Apple Hardware Certified Technician
  • Certified Apple Trainer
  • Final Cut Pro Certification
  • Logic Pro Certification

Work History
2014 to Current
User Experience Product Manager/Project Manager Asml Eagan, MN,
  • Passionately managing a team of HelpDesk analysts providing sustaining support for call center systems including Advisor applications, reporting systems and LMS environments in production.
  • Drives direct reports' workflow within an ITIL environment in a tiered support model managing Tier 2 and Tier 3 analysts.
  • Manages team response and resolutions of tool outages escalated by the business with priority and urgency to prevent bad user experience. 
  • Oversees escalations sent to global IT and Dev teams, driving quick resolutions and code fix deployments in to production.
  • Key stakeholder in prioritizing production fixes for multiple systems.
  • Protectively drives results in SLA and other key performance metrics, presenting results to senior leadership within the company quarterly.
  • Mentors the mentality of root cause analysis and soft skills techniques regularly to improve overall user experience.
  • Current Product Manager for Apple's Worldwide ticket management systems used to analyze and respond to trouble tickets reported by the business.
  • Involved in UAT testing before production releases.
  • Leads cross functional projects within a multitude of systems from gathering requirements to development, all the way to post go live phases.
  • Facilitates and presents post-mortem meetings after every major production release.
  • Facilitates the creation of content and procedures when needed.
  • Project Manager for the Worldwide AppleCare Organization.  
  • Developed half a dozen executive presentations and reports to facilitate project evaluation and process improvement.
  • Directed quality assurance efforts to maximize tool quality and minimize bugs and risk for every project.
  • Monitored timelines and flagged potential issues to be addressed with Capital and Non-Capital projects.
  • Directed planning, budgeting, vendor selection and quality assurance efforts.

2013 to 2014
Lead Technical Channel Support Analyst Apple City, STATE,
  • Technical consultant for Tier 3 level issues in Mac and iOS hardware and software. 
  • A last line of technical support for Apple Retail stores and Apple Authorized Service Providers around the world.
  • Responsibilities include solving complex hardware escalations for every Apple product , meeting escalation deadlines, supporting Apple Retail stores with internal repair issues and procedures world wide.
  • Supervised a small team of analysts supporting Apple Retail's internal inventory, appointment booking, training, and POS systems.
  • Managed and prioritized escalations and provided fast and efficient resolutions.

2012 to 2013
AppleCare iOS Senior Advisor Apple City, STATE,
  • Provided Tier 2 level technical support to Apple customers over the phone.
  • Supported iOS activation issues, supervisor requests, confidential apple accounts, iOS safety escalations, accessibility support, and high priority retail cases.
  • Continuously focused on the overall customer experience.
  • Proven track record of customer satisfaction throughout the entire time in the role with a 98% overall customer satisfaction rating.
  • Responsible for mentoring new employees.
  • Liaison between customer escalations and AppleCare engineering, maintaining ownership with customer issues until a resolution was found.

2010 to 2012
Hardware Repair & Customer Experience Supervisor Apple Retail City, STATE,
  • Lead Genius for one of Apple Retail's busiest Genius Bars.
  • Supervised 30+ hardware and software technicians.
  • Mentored hands on learning experience to all direct reports regarding hardware repair on a multitude of machines.
  • Performed employee one on one coaching conversations pertaining to metrics, goals, and customer satisfaction.
  • Created employee schedules with analytical strategy, forecasting customer demand. Created capacity plans suitable for the store and my employees.
  • Led weekly, monthly, and quarterly team meetings discussing strategy, policy, metrics, goals along with encouraging open forum discussions.
  • Created reports on current numbers and distributed to the team weekly for consistent awareness of performance.
  • A technical liaison for upper store management and corporate leadership.
  • The last line of technical support within the retail store prior to escalating to engineering.

2007 to 2009
IT Administrator Physicians Choice LLC City, STATE,
  • Responsible for repairing and maintaining all hardware, software, and peripherals.
  • Provided in house hardware repair for fleet stock of Dell, HP and Apple computers.
  • Set up local static IP's and maintained security within the firewall network.
  • Performed firmware and software updates on all machines. 
  • Contacted vendors and contractors for loaned office equipment. 

Expected in 2008
Bachelor of Arts:
The Art Institute Of Los Angeles - Santa Monica, California
Expected in
Associate of Arts: Digital Cinema and Video Production
UCLA Extension - Los Angeles, California
Expected in 2005
High School Diploma:
Birmingham High School - Balboa, California

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Resume Overview

School Attended

  • The Art Institute Of Los Angeles
  • UCLA Extension
  • Birmingham High School

Job Titles Held:

  • User Experience Product Manager/Project Manager
  • Lead Technical Channel Support Analyst
  • AppleCare iOS Senior Advisor
  • Hardware Repair & Customer Experience Supervisor
  • IT Administrator


  • Bachelor of Arts
  • Associate of Arts
  • High School Diploma

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