User Experience Product Manager Project Manager resume example with 13+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK Home: (555) 432-1000 - Cell: - resumesample@example.com - -
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.
Accomplishments
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.
Skills
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
Certifications
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 AnalystApple – 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 AdvisorApple – 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 AdministratorPhysicians 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.
Education
Expected in 2008
Bachelor of Arts: The Art Institute Of Los Angeles - Santa Monica, California GPA:
Expected in
Associate of Arts: Digital Cinema and Video Production UCLA Extension - Los Angeles, California GPA:
Expected in 2005
High School Diploma: Birmingham High School - Balboa, California GPA:
Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.