Siobhan Crosby Email & Phone Number

Orangevale, CA, US

Cupertino, California, US

• Processed Consumer and Business Activation Lock escalations for worldwide teams
• Established and wrote technical documentation for APV Training and the Worldwide knowledge base
• Investigated and tracked complex cases and trends to prevent fraudulent activity
• Streamlined multiple system updates (Global Prepared Responses, internal Case Notes, and onboarding)

Cupertino, California, US

• Leveraged internal Content Management Systems (CMS) and Learning Management Systems (LMS) to develop, test, and deploy five technical courses
• Designed, recorded, edited, and published new procedural training videos for internal users and external vendors
• Assisted with wiki space creation, document collaboration, and feedback of internal documentation
• Created a shared database and presented to directors and senior leadership
• Partnered with senior leadership and stakeholders to initiate a collaborative eTraining strategy for all HWTE teams
• Facilitated and supported the deployment of flexible training environments across multiple lines of business

Cupertino, California, US

• Reviewed incoming Apple Online Store orders and provided efficient payment-processing support
• Analyzed, identified, and communicated fraud trends to Fraud Support Specialists
• Used identity verification systems (e.g. Ekata and Lexis Nexis) to identify fraud patterns
• Performed email and phone outreach to customers and banks as needed

Cupertino, California, US

• Co-created a Machine Learning Basics course deployed to 350K AppleCare and Retail employees
• Collaborated with Artificial Intelligence and Machine Learning engineering teams to ensure content clarity of complex Machine Learning concepts
• Co-authored and piloted training materials by driving cross-functional collaboration with company leadership and technical stakeholders

Cupertino, California, US

• Processed Consumer and Business Activation Lock escalations for worldwide teams
• Established and wrote technical documentation for APV Training and the Worldwide knowledge base
• Investigated and tracked complex cases and trends to prevent fraudulent activity
• Designed and delivered trainings on Fraud Prevention and Global Security escalation pathways
• Streamlined multiple system updates (Global Prepared Responses, internal Case Notes, and onboarding)
• Led the Roundtable committee, focusing on curriculum development and delivery

Cupertino, California, US

• Designed, delivered, and provided on-location support for conference experiences of current and prospective employees
• In-person assistance for employees and production staff at large and small scale conferences
• Presented planning updates to VP of Inclusion & Diversity and Senior Leaders
• Partnered with cross-functional teams to identify internal candidates for conference attendance and coordinate all logistics of candidate conference attendance
• Provided support for other Diversity, Equity, and Inclusion (DEI) programs and events

Cupertino, California, US

• Processed Consumer and Business Activation Lock escalations for worldwide teams
• Established and wrote technical documentation for APV Training and the Worldwide knowledge base
• Investigated and tracked complex cases and trends to prevent fraudulent activity
• Designed and delivered trainings on Fraud Prevention and Global Security escalation pathways
• Led the APV Procedures and Documentation Committee

Cupertino, California, US

• Supported a specialty business queue, servicing high-volume contract customers
• Provided troubleshooting solutions for the Apple Pay Merchant Support email queue
• Processed requests to set up Purchase Orders
• Handled bulk repairs and repair escalations
• Managed purchase and repair account set up requests

Cupertino, California, US

• Provided customer support for Apple Server and Enterprise programs
• Worked with management to ensure consistency between Enterprise teams
• Partnered with the Enterprise Admin team to track fraud
• Beta tested Enterprise request forms
• Facilitated the training of new Enterprise advisors

Cupertino, California, US

• Led personal and group training sessions
• Scheduled and led public workshops
• Scheduled and taught youth programs, events, and workshops
• Facilitated Enterprise workshops and company trainings
• Maintained the highest customer satisfaction scores as a Creative
• Assisted with new employee training

• Knowledgable in cross-species training techniques
• Implemented training techniques for pigeons, horses, and California Sea Lions
• Knowledgable in effective research techniques
• Skilled at public speaking and live demonstration
• Provided husbandry care for eight California Sea Lions
• Facilitated learning of animal care techniques for new staff

Certificate, Project Management

Bachelor Of Arts (B.A.), Animal Training For Research, Education, And Conservation