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.

Career Insights Consulting, LLC

•	Partner with clients to deliver insightful, impactful, and empowering strategies that fuel personal growth and professional development.
•	Build and nurture relationships by building custom solutions and personalized MAPs (massive action plans) to achieve targeted goals based on a deep understanding of each client’s needs.
•	Combine research, education, and content marketing strategies to deliver innovative omnichannel thought leadership focused on collaboration, communication, confidence, conflict resolution, engagement, leadership, mindset development, and positive habit formation.
•	Provide distanced (via Zoom, Google Meet, and Skype) career services including job search and interview strategy (virtual and in-person), skill mapping, career design, expectation management, and the ethical use of AI and other new technologies.
•	Combine the Positive Intelligence framework with Human Design and my exclusive RAM Thinking modality to teach individuals, teams, and business leaders to harness the power of self-command to reduce stress, improve performance, and create opportunity.

𝗖𝗢𝗡𝗡𝗘𝗖𝗧 𝗪𝗜𝗧𝗛 𝗠𝗘:
➡️https://gretchenskalka.carrd.co/

Career Strategist I Leadership Development Consultant | Owner

Gretchen Skalka

•	Specialized in creating and nurturing strong partnerships among cross-functional teams to improve collaboration, reduce conflict, and streamline productivity.
•	Delivered job search and interview strategy, confidence coaching, skill mapping, career design, documentation, LinkedIn profile content optimization, and offer and salary negotiation.

Fractional Career Strategist | Talent & Professional Development Consultant

TBC Corporation

•	Reduced in-team turnover, and increased Marketing department productivity per brand campaign by 13% YOY from 2016-2019 through coaching others in accountability, collaboration, communication, conflict resolution, relationship building, performance, and team development.
•	Mentored department leaders and new managers in communication, conflict resolution, discrimination and hidden bias, engagement strategy, recruitment, succession planning, and team development.
•	Created emergency staffing and production protocols to support business and brand needs in response to a 46% mandatory reduction in staffing during the COVID-19 pandemic.
•	Collaborated across marketing department teams (social media, analytics, digital, UX) to deliver unified marketing strategies and content creation and implementation across brand portfolios.
•	Applied project management and leadership skills to streamline departmental expenditures and optimize returns on capital expenses through budgeting, content planning, content creation, resource management, and production strategies.
•	Wrote Requests for Production (RFP) and Statements of Work (SOW), and provided vendor selection and project management for the Sumitomo brand story animation and explainer video series with The SparkHouse.
•	Led content creation efforts and conducted regular content audits to identify gaps, update calendars, and ensure consistency across Retail and Franchise brands.

Marketing Director

•	Oversaw selection and implementation of enterprise InMotion Now (now Lytho) Content Management System and managed Adobe Experience Manager (AEM) relationship.
•	Provided creative direction for brand refresh campaign proposal for SpeeDee Oil Change and silent brand character introduction for Tire Kingdom.
•	Designed and oversaw the build of a 3,600 sq ft production studio to support scalable photo and video production for all lines of business.
•	Introduced budgeting process to Marketing (CER creation, defining capitalizable and operational tasks, SLA workflows, timesheet management, monthly/quarterly actuals to budget reporting).
•	Grew product marketing portfolios for 3 national brands (Midas, Big O Tires, Tire Kingdom) by 20% YOY by establishing consistent visual standards, photography processes, implementation schedules, and SOPs for 85 product lines with more than 6k SKUs.
•	Designed a comprehensive engagement strategy to address high annual turnover and reduce financial losses by an estimated 35% over 3 years for a $6B, 10k+ person corporation.

Examples:
Creative Direction:
o	SpeeDee Brand Refresh: https://www.youtube.com/watch?v=dtRrQyhnxGI&feature=youtu.be
o	Tire Kingdom Character Development: https://www.youtube.com/watch?v=v1NZfMiX37c&feature=youtu.be B2C Projects (vendor management / creative direction):
o	Sumitomo Brand Overview
	Vendor Selection: The Sparkhouse
•	Result (example): https://www.youtube.com/watch?v=pv-K62kMHfY 
Sumitomo Brand Animation
	Vendor Selection: The Sparkhouse
•	Result (example): https://www.youtube.com/watch?v=KKYIseCjo4A 
NTB Consumer Tire Education Videos
	Vendor Selection: Vibrant Media Productions
•	Result (example): https://www.youtube.com/watch?v=47lS1QodU-4
NTB Consumer Tire Education Videos
•	Operational Process:
o	Product Photography: https://www.youtube.com/watch?v=AAxR0zSh9Ro&feature=youtu.b

Sr. Marketing Manager | Content Strategy

•	Oversaw the implementation of Clarity enterprise-level project intake, job tracking, and workflow management system to provide efficient processing of creative marketing requests from across TBC's portfolio of Retail, Franchise, and Wholesale brands.
•	Expanded brand footprint of 3 regional tire brands from a transactional, print-only model to a customer-centric omnichannel model, unifying the customer experience throughout the buying journey.
•	Extended brand reach to new markets by creating a custom product photography process and introducing original video concepts, product photography, and updated brand positioning through new social media channels across 4 platforms.
•	Recruited, onboarded, and coached the first fully digital creative services team in company history.

Examples:
Creative Direction: You Work Hard Original Video Series:
o	Small Business: https://youtu.be/0icdlX4P1Uk
o	Workin' Hard: https://youtu.be/VZBtYp3Htvc
o	Expecting: https://youtu.be/Kemr2i3zDl4
o	Toughest Job: https://youtu.be/66sWdWebqfA

Digital Marketing Manager | Content & Brand Strategy

Tropical Shipping

•	Developed and maintained the project plan for the company’s first transactional website, including key website development milestones and metrics, content plans, and production calendars.
•	Optimized all digital content for Search Engine Optimization (SEO), and wrote original offline marketing content (copywriting for print, customer brochures, training, marketing presentations, and executive communications).
•	Monitored and analyzed content metrics and performance using Omniture’s Site Catalyst (now Adobe Analytics).
•	Developed training procedures to ease the transition of all documentation functions to overseas vendor WNS Global Services.
•	Coached incoming/outgoing Documentation Department cohort through a 12-month employment transition from a local to an offshore resource pool.

Digital Marketing Strategist | Project Management | Content Creator

CBS SportsLine

● Designed and managed specialty features and products for the CBS Sports and NFL Today arenas, including the SportsLine Superstar websites and playfootball.com (now Play60.com).

Senior Digital Content Producer | Writer | Editor

The Palm Beach Post

● Designed 1A and Features section fronts and edited all sections as part of the Universal desk editing team.

Digital Content Designer | Editor | Writer

Montgomery Advertiser - Part of the USA Today Network

● K-12, Higher Education and General Assignment writer and reporter; special section on-call editor.

News Reporter | Feature Writer | Editor

The Plight Attendant: With perspective and a strategic approach, the sky's no limit ⁕ Career, Confidence & Mindset Development - I've got plans for you! ⁕ 🐶 Mom (HI Newman!)

I have worn many hats in my career - Marketing Director, Corporate Leader, Career Strategist, Hiring Manager, Writer, Editor - but Coach is where I believe I am most impactful.

Helping people positively navigate challenging situations and create mutually beneficial outcomes is the hallmark of my professional impact.

And, as a lifelong learner, I am passionate about evolving my skills and demonstrated abilities to guide others in the areas of stress and crisis management, professional growth and developing healthy relationships.

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Get in touch right here👉 https://gretchenskalka.carrd.co/

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Angelia S.

Gretchen Skalka

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