Jennifer Reed
Austin,TX
Summary
Project Manager with experience in executing complex projects within AppleCare. Proven ability to drive teams towards achieving project goals while adhering to timelines and budgets. Demonstrated strengths include project planning, cross-functional collaboration, risk management, and stakeholder communication. Past work has resulted in successful advisor and customer support experiences for Apple's new products and services.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Support Readiness Project Manager
Apple
Austin, TX
03.2017 - Current
- Prepare the worldwide contact center and advisor population to support customers on the release of new products and services.
- Build relationships and partner with cross-functional teams to deliver on readiness project tracks, such as forecasting, IVR/routing, tools, quality, training, procedures, communications, and leadership.
- Drive contact center solutions to completion by working cross-functionally with AppleCare teams to ensure project requirements, deliverables, and timelines are met.
- Balance multiple projects, prioritize tasks, and track all deliverables to completion, while managing ambiguity, challenges, and setbacks.
- Manage readiness tracks by identifying and working with stakeholders to define requirements, tasks, and timelines, engaging team members who can help drive deliverables to on-time completion, and facilitating meetings and discussions to drive progress.
- Maintain project confidentiality by managing disclosures for project team members, and encouraging careful handling of sensitive information.
- Assist business partners with ongoing change impacts by gathering and analyzing information, and recommending solutions that lead to successful customer support experiences.
Procedures Technical Writer & Editor
Apple
Austin, TX
01.2014 - 03.2017
- Collaborated with business partners to create clear guidance for AppleCare advisors supporting customers on Apple products and services.
- Reviewed and edited procedures for organization, grammar, voice, and clarity, and ensured internal procedures adhered to AppleCare style guidelines.
- Managed the procedure localization process and partnered with localization teams to ensure on-time delivery of translations.
- Represented procedures on confidential projects, and partnered with project managers to understand disclosure requirements and maintain the confidentiality of sensitive information.
- Standardized documentation processes to improve efficiency across teams.
Technical Writer & Editor
Sears Holdings
Round Rock, TX
04.2013 - 12.2013
- Created and edited support documentation for phone agents and field technicians, including user guides, online help resources, quick reference guides, and training materials, and partnered with subject matter experts to ensure technical accuracy.
- Reviewed and edited documentation for organization, grammar, voice, clarity, and ensured that the documentation adhered to internal style guidelines.
- Contributed to quality metrics by evaluating drafts and scoring authors on content quality and productivity on a monthly basis.
- Participated in learning events, such as quarterly service calls and call monitoring, to learn more about customer support issues, and to further my technical education on various topics.
Education
Masters - Applied Communication Theory & Methodology
Cleveland State University
Cleveland, OH01.2008
Bachelor of Arts - Communication
Mount Union College
Alliance, OH01.1997
Skills
- Traditional Waterfall and Agile project management methodologies
- Change management
- Customer support readiness
- Cross-functional collaboration
- Process documentation
- Technical writing and editing
- Relationship building
- Effective communication
Certification
Project Management Professional
Timeline
Support Readiness Project Manager
Apple
03.2017 - Current
Procedures Technical Writer & Editor
Apple
01.2014 - 03.2017
Technical Writer & Editor
Sears Holdings
04.2013 - 12.2013
Masters - Applied Communication Theory & Methodology
Cleveland State University
Bachelor of Arts - Communication
Mount Union College