Jamie Atkinson Email & Phone Number

New York, Ny, Us

Cupertino, California, Us

- Driving customer facing experiences and solutions for AppleCare Digital, including MySupport, Coverage Central, Check Coverage, Claims and Loss Tools, Linking tools and other various special projects

Cupertino, California, Us

• Orchestrated product strategy, roadmap, and operational support for criticalAppleCare content management systems, ensuring seamless user experiences• Championed and successfully built tool suite from inception, rapidly expanding theteam from 5 to over 40 members, including 3 Product Managers• Fostered a collaborative global environment spanning 3 continents and multiple timezones• Designed a groundbreaking, full-scale application empowering Apple employees tocreate, review, translate and publish metadata-annotated content securely acrossthe organization• Innovated tools that streamlined workflows and moved Apple Support content into astructured JSON ripe for future AI/ML innovation• Introduced pioneering content management innovations, slashing operationaloverhead by 97% for a key content channel• Recognized for driving relentless innovation with clear and direct communication,planning road maps for challenges five years ahead of the business and making sure the business is ready to tackle the next challenge

Cupertino, California, Us

-Primary coordinator for all enhancements, features, and production support for the AppleCare content management systems.-Collaborated in feature and release support for Apple Support App, Business Chat integrations, and 15 additional consuming channels.-Pitched and received funding for a Proof of Concept project that is being operationalized to create an adaptive content authoring system from scratch.-Created a new application suite from scratch, growing a team from 5 to over 40, including overseeing and mentoring 3 Product Managers.-Worked with dozens of stakeholders and users to gather requirements and oversee Agile development team.-Adapted quickly to disrupted road maps and executive directives to deliver all business needs.-Increased average release CSAT from 26% to 96% satisfaction within 3 months.-Identified, designed and implemented performance improvements and enhancements that resulted in an increased NPS score of 30 points in first year.-Presented product demos, lead road map workshops, and facilitated user feedback sessions and testing sessions with users.-Coordinated Agile teams across two countries and three time zones with over 30 team members.

Cupertino, California, Us

Austin, Texas, Us

Austin, Texas, Us

Austin, Texas, Us

»Quickly acquired expert level comprehension of three complex Enterprise-level SaaS products.»Participated in the entire product development cycle, including UX editing, UI writing, UAT/QA, and response.»Wrote requirements and helped oversee implementation of in-app help content into two products.»Created comprehensive help content from scratch for an Enterprise-level SaaS product.»Owned help content and release notes for two Enterprise-level SaaS products.»Developed clear, consistent nomenclature for tools and applications.»Created copy and provided content strategy to product managers, developers and designers as part of the digital user experience.»Acted as a product expert during public lead generation events (SXSW, annual Summits).»Collaborated on the development of content style guides, content and messaging strategies, best practices, and processes.»Compiled and use digital standards and style guides»Worked with other departments as needed to ensure the content strategy is effectively implemented across channels. »Evaluated the usability of new and existing products, and makes constructive suggestions for change.»Worked independently and receives minimal guidance

Austin, Texas, Us

»Develop and manage a coherent, visually appealing and user-friendly Customer Support Center platform through a multiphase project.»Implement and collaborate on an official voice and paired style guide for Support documentation.»Write and curate both technical and instructional support articles.»Empower enterprise companies to effectively use a Social Media Management SaaS tool»Communicate product knowledge to clients in order to help them implement Social Media Strategy»Manage and maintain ticketing environment through ZenDesk and act as a team liaison with their team

Cupertino, California, Us

» Managed, imaged and maintained over 400 demo devices for a flagship store» Led cross-departmental teams of over 30 people to produce flawless launch events» Used software such as SAP to move and track product as it was used for merchandising purposes» Excelled in planning for last minute merchandising, window and demo product changes and launches » Provided specific, customer-oriented feedback to corporate merchandising teams» Spearheaded pilot programs for the corporate merchandising teams» Created exciting and informative team communication to inform new theory and approaches tomerchandising

Hempstead, Ny, Us

» Monitored the gallery and assisted visitors in signing in, setting up audio tours and making donations» Created content and design for advertising collateral» Assisted in conservation and storage management for over 5,000 pieces of art» Constructed and broke down exhibits, including and not limited to framing, painting, arrangement, spacing, hanging and VCL application

Hempstead, Ny, Us

» Worked directly with lead archaeologist to analyze data and find conclusions from excavations » Assisted in research, editing and final preparations for the publishing of The Archaeology of American Capitalism » Contributing researcher and author for site reports that outlined the findings and progress of each excavation season » Oversaw analysis, inventory and preservation of artifacts

Hempstead, Ny, Us

» Maintained and managed over 200 tickets a week from University employees» Resolved hardware and software issues over the phone, as well as escalated more advanced issues» Provided on-site technology support for University hardware

» Conceptualized, designed and created newletters for both the Center’s use, but also templates forengaged communities to continue using to coodinate their growth» Managed layout and print ordering for collateral» Organized existing digital and print media into a system that could be integrated with future documents» Created a systems flowchart to use when assessing new communities» Coordinated and planned community events, which involved securing venues, creating guest lists, confirming content and collateral, ordering food and on-site management.

Master Of Arts (M.A.), Social Sciences

Bachelor Of Arts (B.A.), Print Journalism & Anthropology