Sharecare

Manage day-to-day Behavioral Health Digital Therapeutics support center operations. 
Manage support channels via ticket support Zendesk and chat. 
Attend to user service issues to ensure effective and long-term problem resolution. 
Maintain working knowledge of ticketing and engagement platforms. 
Energize and motivate team by utilizing positive reinforcement. 
Maintain effective customer support for external and internal customers of Sharecare Behavioral Health Digital Therapeutics by utilizing culturally aligned team and the values of kindness and transparency, generosity and compassion.

Customer Support Manager Behavioral Health Digital Therapeutics 

HeathCo LLC 

•        First line of Defense for HeathCo, Manufacturing Company with customers.  	
•	 Directing and overseeing all aspects of the company’s customer service policies, objectives, and initiatives
• 	Collaborated with vendors and suppliers in the USA, Canada, and Hong Kong. 
•	Conduct performance reviews.
•	Prepare business plan & budget. 
•	Managing relationship with stakeholders.
•	Understanding conflicts & providing solutions.

Customer Support Manager

•	Supervised Customer Support Representatives, oversaw all day-to-day customer service operations, and managed retail accounts.,
•	Relayed information between team members and upper management, guiding team through daily work activities, projects and monitoring employee's performance to ensure maximum productivity. 
•	Prepared and analyzed monthly reports summarizing the customer service teams performance.  analyzed Customer Service Reports.
•	Identifies opportunities to update or improve customer service procedures and provided  recommendations to management. 
•	Assists with budget preparation for the Customer Service department.
•	Collaborated with sales teams to develop and implement pricing structures and promotional materials. 
•	Attended vendor events and trade shows to identify emerging best practices and promote company brand.
•	Trained, developed, and mentored customer support representatives to improve team performance.

Customer Service Supervisor

•	Providing introductory information to new customers.
•	Ensuring that customers are satisfied with products or services.
•	Following up with clients or customers to check that they’re still satisfied with any purchases.
•	Letting customers or clients know about additional products or services.
•	Determining the quickest, most effective ways to answer a client’s or customer’s questions.
•	Escalating queries and concerns.
•	Troubleshooting common issues with a product or service.
•	Working with a team of CSRs and other departments to find appropriate solutions.

Customer Service Representative

•	In charge of answering incoming customer calls, listening to their concerns, and solving problems. 
•	Provided technical support and installation information.
•	Provided owners copies of owner’s manual to customers via mail and email.

Call Center Support Representative

Customer Support Director | Implementer | Connector | Passionate Leader | B2B | B2C | SaaS

As a highly driven Customer Support Manager I have extensive experience in both B2B and B2C operations, I specialize in leading teams to deliver exceptional service while driving operational excellence. My approach combines data-driven decision-making with a deep commitment to fostering strong customer relationships and enhancing business performance.

With a focus on continuous improvement, I leverage performance metrics and insights to guide strategic decisions that optimize customer experiences and operational efficiencies. As a transformational leader, I excel in change management and resolving complex customer issues, ensuring positive outcomes for both customers and the business.

I am passionate about building high-performing teams, creating a culture of empowerment, collaboration, and professional integrity. By fostering an environment of optimism and employee engagement, I help organizations achieve lasting success.

Adept at communicating across all levels of an organization, I build trust and productive relationships with stakeholders, ensuring alignment and driving results across the business.

Angelia S.

I work with a range of clients across the media, marketing and tech sectors, filming and editing content for web and social, with a focus on promos, trailers, podcasts and events coverage.

Clients have included:

NBCUniversal
City of London Corporation
Flight3/Zebu Live
Diary of a CEO
London Digital Art Week

Freelance Videographer + Editor

Flight Story

Used innovative and engaging editing styles to more than triple the typical views on our organic video content.
Developed a market-leading short-form video strategy that helped grow the followers on our LinkedIn account from 10k to 38k, and on Instagram from 4k to 17k, over the space of a year.
Interviewed industry-leading figures including Steven Bartlett and Mo Gawdat.
Worked with the Diary of a CEO team, regularly collaborating on content and filming, and creating videos that featured on Steven Bartlett's personal feed to over 3 million followers.
Worked with brands such as Cleo, H2Fly, Neurosity, Skin Health Alliance and Solana.

Video Editor & Motion Designer

Hinterview

Trained in motion graphics and rolled out new formats of animated explainers and product launch videos which succeeded in driving a significant uptick in traffic to the product pages of our website during a busy launch season
Developed and edited a PPC advert series for LinkedIn which achieved a cost-per-click of £2.34.
Developed and wrote the 2022-2023 video marketing strategy for the company while also establishing new processes for briefing, project management, team communication and analytics reporting.
Oversaw the inception and roll-out of new video thumbnail and product screenshot designs across our website and YouTube
I was a founding member of the Hinterview DEI Committee, and launched and hosted our first ever event, a charity fundraiser event in celebration of LGBTQ Pride Month.

Video Producer

Gravitas Recruitment Group (UK) Ltd

Filming and editing video content on a range of topics including events, staff events & socials, including our Office Olympics, boat parties, end-of-year conference, Valentine's Day & Halloween festivities, internal films to promote company incentive programmes, which included holidays abroad, lunch clubs, 12 Days of Christmas prize draws and other seasonal schemes, internal recruitment films to promote jobs & careers at Gravitas, staff training videos, client, candidate and staff testimonials, animated brochures and other client-facing materials
I carried out all stages of our video production process, including inception, storyboarding & scripting, arranging & directing shoots, filming, interviewing, post-production as well as publication and marketing.
Developed marketing and content strategy and planning and implemented campaigns
Designed logos, graphics, posters, banners and documents
Trained and mentored one of our first employees in mainland China and organised the marketing launch of the newly opened Shenzhen office
Promoted international travel opportunities within the company to destinations such as Cape Town, Iceland and France while regularing remotely organising projects with our international offices in Singapore and Hong Kong.
During the height of the pandemic I helped to deliver a virtual live-streamed end-of-year conference for all five of our international offices, featuring a range of videos including speeches, fireside discussions and a '2020 Wrap' covering all the key moments from the year.

Video & Content Producer

Brave Bison

I edited multiple videos daily for a range of our owned-and-operated social media video channels including VTRND (14 million followers) and Meow! (700k followers), as well as for corporate clients such as Rolex and Ericsson, across platforms including Facebook, YouTube, Instagram and TikTok. 
Videos varied from 3-5 minute video articles, mini-documentaries and compilations, to memes, gifs & 3D virtual reality clips. My most successful video was viewed over 4.5 million times.
Other duties included: sourcing viral video content off the internet, managing social media channels and responding to messages and comments from followers, recording and reporting analytics and using data to drive our creative process, dealing with copyright issues, scheduling content, contributing to design and branding etc.
I set up the company's first account on then up-and-coming social media platform 'TikTok', with one of our first videos going viral and receiving over 1 million views, and we reached over 17,000 followers in less than a month.

Experience working with a range of social analytics tools including Tubular Labs, Crowdtangle, Hootsuite etc.

Junior Video Editor

The Joyful Web 

I started at this Brighton-based startup digital marketing consultancy as a work experience intern alongside my Master's studies, and continued working for them regularly as a freelance contractor after my first month.

My projects included filming publicity and marketing videos, writing blogs and advertising copy, creating press lists, designing graphics using Canva, producing social media content calendars, scheduling posts using Hootsuite, contributing ideas for campaigns and content at meetings and more.

Clients that I have worked with included a major international beauty brand, a beach-cleaning social enterprise, a meditation organisation and an education data-management software startup.

Content Intern

University of Sussex

A part-time role alongside my Master's studies. I produced a variety of digital content for the University of Sussex's social media channels, including Facebook, Twitter, YouTube, Snapchat, Instagram and their blog, Flint. Our content covered a huge range of student life-centered topics and events, such as documenting careers fairs, open days and local festivals, encouraging sports participation, highlighting things to do and places to eat in Brighton, interviewing special visitors, hosting Q&As etc. 

Content included social media posts, blog articles, Snapchat & Instagram stories, Facebook Lives, short videos etc.

For Easter I personally organised a Sussex easter bunny hunt for every day in the 2 weeks before Easter, where each day easter bunnies were hidden in various locations on campus and around Brighton, with photos released on our social media channels giving clues as to where they were hidden and tasking students to find them and share their photos when they found them. This campaign was incredibly successful and dominated the university's social media engagement and impressions over the Easter period.

I directed, shot and edited a 6 episode video series for International Student Marketing, explaining the ropes of life at Sussex for new international students.

I helped write (and featured in) a professionally produced short film series about escaped robots at the university.

During summer graduation week, I worked full-time producing content for social media and filming and editing daily highlights videos. One of these videos, featuring graduates' amusing or inspiring reactions on stage during the ceremony, was shared on the Sky News Twitter feed to its 4+ million followers

Digital Media Guru

Camp Mah-Kee-Nac

For two summers I worked as a lifeguard and kayak/canoe counselor at Camp Mahkeenac, an all-boys sports summer camp in the Berkshire Mountains of Western Massachusetts, as part of the J1 cultural exchange program.
My role at camp involved supervising campers age 6-15 both day and night, ensuring their safety and well-being throughout the 7 week camp session while providing them an unforgettable experience throughout. We had to mentor campers in their personal and social development, resolve conflicts and ensure adherence to camp rules. During the six daily activity periods I led instructional canoe/kayak sessions and also lifeguarded at the pool and waterfront. During occasional 'breakout' sessions such as our team colour war, fashion show and camp Olympics, I had to both coach campers and take part myself in a huge variety of both physically and creatively challenging tasks.

Kayak Counselor, Lifeguard

Skiworld Ltd

I hosted a 10-person chalet for a winter season in the French ski resort of Tignes. Duties included preparing and cooking breakfast, afternoon tea and a 3-5 course evening meal for 10 guests, six days a week, hosting and entertaining guests and responding to their needs, doing weekly food orders in line with budgets, cleaning rooms & making beds daily, cleaning hot tubs and saunas, adhering to food safety regulations & filling out daily temperature checks.

Chalet Host

The University of Manchester

Creating a variety of digital content for the Faculty of Life Sciences, with focus on producing its regular video podcast series, the ‘Life Science Broadcast’. Producing this series involved researching topics for each new episode, filming and conducting interviews with leading academics, recording cutaway shots, operating cameras and audio recording equipment, editing and assembling sound and video files, adding effects and animations, promoting episodes to the public over the Faculty web and social media channels. I independently managed Twitter, Facebook and Wordpress pages as well as a YouTube Channel for the Life Science Broadcast.
During the internship I developed a thorough understanding Adobe Creative Cloud software packages including Premiere Pro, After Effects, Photoshop, InDesign, Illustrator and Lightroom. I als became well versed in using DSLR cameras to capture high quality film footage.
My other roles within this internship included working within the Faculty of Life Sciences Communications & Marketing team, contributing ideas for campaigns and events, assisting with videography in various other film projects, writing and editing articles for blogs, newsletters and webpages. I  contributed to the social media presence of the Faculty as a whole (for example, live-tweeting about events at the University) and ran the faculty Instagram and Snapchat channels.
I launched the faculty Snapchat account (the first one in the university), and oversaw its growth into one of our most popular and innovative social media channels.
I developed and launched a brand new student filmmaking competition, challenging them to produce short films in teams about scientific discoveries made in Manchester. I promoted the competition, ran introductory talks, arranged skills training sessions, mentored participants and then judged all entries. The standard of film submitted was incredibly high and I received excellent feedback on the project from across the university.

Digital Media Intern

Multi-skilled creative video editor and videographer with over 7 years experience producing video content for web and social media, specialising in podcasts, events and tech marketing.

I’m a versatile end-to-end filmmaker, able to work effectively as both a self-shooter and as part of a crew.

I also provide consultation on wider video, social and creative strategy.

Currently available to take on new freelance clients.

View my portfolio at www.edwardbainsvideo.com

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Angelia S.

Edward Bains 🎥

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