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Summary
Overview
Work History
Education
Skills
Work Availability
Languages
Timeline

Eric Stapelfeld

Tacoma
Summary

Experienced Team Manager, Curriculum Developer, and Support advisor with over 10 years of experience in the technology industry at Apple. Excellent reputation for analyzing business problems of all types by reviewing data and coming up with creative solutions.

Overview
1
1
Language
5
5
years of post-secondary education
14
14
years of professional experience
Work History

Team Manager (Rotational)

Apple
2018-08 - 2020-09
  • Led employee relations through effective communication, coaching, training and development.
  • Reviewed phone calls, emails, customer surveys, reports, and peer feedback to determine coaching opportunities and improve quality of service.
  • Developed and facilitated weekly team meetings to communicate business changes and promote team engagement and morale.
  • Reassigned casework of employees that are out of office and adjusted headcount to make sure tasks are completed within the business' service-levels.
  • Compiled monthly business reporting for senior management and stakeholders on various queue performance

Senior Advisor, Analysis & Review

Apple
2018-03 - Current
  • Complete mapping and curation tasks as artists request access to Apple Music for Artists.
  • Resolve artist mapping issues and album metadata issues and artists and content providers contact Apple via email
  • Review music albums and their metadata for accuracy and adherence to the Apple Music Style Guide; correct or ticket issues as needed
  • Review third-party resources to confirm curation decisions, combine or and split artist pages.
  • Collaborate with Senior Specialists, content teams, and peers to develop procedural documentation.

Senior Advisor, Developer Program Support

Apple
2011-11 - 2018-03
  • Researched and resolved App Store Connect, App Store, code signing, and developer account management issues.
  • Took over escalations and submitted tickets to engineering and other escalation teams to resolve complex problems.
  • Made decisions as a the final point of contact for developers as a representative of Apple management.
  • Reviewed program enrollments, completed verification and screening procedures, and processed program refunds.
  • Performed responsibilities of tax remediation, voicemail monitoring, ticket monitoring, and account terminations

Curriculum Developer (Rotational)

Apple
2011-07 - 2012-12
  • Applied Instructional System Design Theory and knowledge of AppleCare Training standards and Apple Publications Style Guide to develop or update new employee training modules.
  • Wrote or revised student online content, course objectives, training activities, instructor materials, and produced storyboards used by the AppleCare Training Media Team.
  • Communicated with training manager, Senior Specialists, edit team, media team, stakeholders, and other internal teams to ensure the relevancy and accuracy of content produced

Technical Support Advisor

Apple
2010-02 - 2011-11
  • Provided technical and billing support for the MobileMe product through chat and phone support methods.
  • Researched and resolved issues across iOS, macOS, and Windows related to email accounts, online photo galleries, contact and
    calendar syncing, and account passwords.
Education

Associates Accounting

American River College
2016-01 - 2017-12

Bachelors Global Studies And German

University Of California, Santa Barbara
2006-07 - 2009-06
Skills

    Customer service

Flexible & Adaptable

Organization and Time management

Critical thinking

Leadership

Detail-oriented

Troubleshooting

Supervision

Information gathering

Statistic analysis

Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages

German

Timeline

Team Manager (Rotational)

Apple
2018-08 - 2020-09

Senior Advisor, Analysis & Review

Apple
2018-03 - Current

Associates Accounting

American River College
2016-01 - 2017-12

Senior Advisor, Developer Program Support

Apple
2011-11 - 2018-03

Curriculum Developer (Rotational)

Apple
2011-07 - 2012-12

Technical Support Advisor

Apple
2010-02 - 2011-11

Bachelors Global Studies And German

University Of California, Santa Barbara
2006-07 - 2009-06