Eric Stapelfeld
Tacoma,WA
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
Lakewood, WA
08.2018 - 09.2020
- 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
Lakewood, WA
03.2018 - 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
Sacramento, CA
11.2011 - 03.2018
- 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
Sacramento, CA
07.2011 - 12.2012
- 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
Sacramento, CA
02.2010 - 11.2011
- 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
Sacramento, CA 01.2016 - 12.2017
Bachelors - Global Studies And German
University Of California, Santa Barbara
Santa Barbara, CA 07.2006 - 06.2009
Skills
Customer service
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Team Manager (Rotational)
Apple
08.2018 - 09.2020
Senior Advisor, Analysis & Review
Apple
03.2018 - Current
Associates - Accounting
American River College
01.2016 - 12.2017
Senior Advisor, Developer Program Support
Apple
11.2011 - 03.2018
Curriculum Developer (Rotational)
Apple
07.2011 - 12.2012
Technical Support Advisor
Apple
02.2010 - 11.2011
Bachelors - Global Studies And German
University Of California, Santa Barbara
07.2006 - 06.2009
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