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.

Golden Empire Transit District

Human Resources Manager

Advises, consults, and makes recommendations to business owners on strategic HR related initiatives, develops HR compliance resources, and provides HR support to business owners on complex employee relations situations.

Senior Human Resources Consultant

BBSI

Support, make recommendations and advisement on HR Compliance,  Employee Relations issues, and overall employee life cycle processes to business owners. Create and facilitate training to keep owners up to date on legislative updates and content made for manager development. Created HR Compliance needs for businesses such as complete Employee Handbooks from start to finish, updating Employee Handbooks with legislative updates, do Job Description audits and create Job Descriptions for a wide variety of roles, created SOPs, and HR related Policies for businesses.

Human Resources Consultant

WelbeHealth

Directed Human Resources strategies for WelbeHealth. Grew HR Team from team of 2 HR Generalists to team of 8 including
regular employees and contractors. Drove strategic initiatives for 600+ employees including employee relations and experience
employee engagement, wellness, and growth strategies.
Advised and consulted with Executive teams in all markets on the human resource impacts of company
business strategy, including talent assessment, creating policy, compensation and benefit impacts, and required
compliance focused changes.

Human Resources Director and Team Relations and Experience Manager

Team Relations and Experience Manager, Central Ops

AdaptHealth

Regional Human Resources Manager

New exciting title for the new exciting direction we are going at Adapthealth!

www.adapthealth.com

Formerly Pacific Pulmonary Services, a QMES Affiliate, now known as Adapthealth!

“As of January 8, 2019 QMES has become AdaptHealth! This new name reflects our mission to empower patients to live their fullest lives through tailored products and solutions, high-quality service and constant innovation.”

Human Resources Business Partner/Talent Acquisition Manager 

Pacific Pulmonary Services

Pacific Pulmonary Services is part of the AdaptHealth family. 

“As of January 8, 2019 QMES has become AdaptHealth! This new name reflects our mission to empower patients to live their fullest lives through tailored products and solutions, high-quality service and constant innovation.”

Talent Acquisition Manager/Human Resources Business Partner 

DaVita Healthcare Partners Inc.

• Administrator at various level facilities from small 12 station facility to large 76 station facility
•Proven track record of engaging team, ranked high in teammate engagement survey
•Regional Point Manager for Pilot of “On Deck” teammate recruiting process later becoming STAR program which was rolled out to village with many of the processes I helped give input on. Has hired over 36 STAR teammates in last year for Region 3 south area, (7 local facilities) Experienced in hard to hire positions such as RNs.
•Develops and conducts educational programs to keep teammates and managers up to date on new policies, procedures or processes.
•Serves in People Services capacity for large facility while in Administrator role. Constructs and administers all corrective action, PDRs and terminations processes.
•Maintains and updates teammate files/ sends out reminder notifications of certifications and licenses coming due.
•GPC (Group PEP Champion) for Polaris, sharing Wall of Fame story at Villagewide 2014 in front of crowd of 4,000 
•Has served on Pacific Gold “Gold Squad” as well as Division meeting planning committee and captain of numerous volunteer events like Shoes-a-palooza and earth day clean up.
•Has facilitated training modules for interviewing and selection for region 3 administrators
•Provides and facilitates guidance on policies and procedures 
•Merit planning and oversees fair compensation
*Conducts Audits such as teammate files, Administrator Audits, Infection Control and safety Audits.
*Key member and leads IDT team and meetings
*Conflict Resolution manager within facility
* Payroll and timekeeping manager
* Teammate development

Administrator

Target

Staffing:Recruit and select a diverse team of fast, fun, and friendly people. Scheduling to meet individual and business needs. Wage rate controls.Development: ensure development happens at all levels through orientation and on-boarding, team trainers, computer based training, and facilitates classroom leadership modules. Retention: Drive company programs and disciplines that ensures Targets culture and mission statement is delivered above consistently.Analyze turnover and develop retention programs with collaboration of leadership team.Brand Management: Champion Great Team Recognition and all other company programs that support and drive culture. Coach executive team through performance management issues. Drives for results in operational and service metrics.
Community event leader- plans and recruits volunteers to support community events like MS Walk, Relay for Life, Read Across America, Library Makeover, Habitat for Humanity, etc.
District Resource: Supported stores in Market by advising, collaborating through employee realtions issues, editing and approving coaching and corrective action. Facilitated more than 20 leadership modules to Executives and Hourly supervisors. Represented Target as a break out speaker for SHRM symposium - developed "retention and brand" power point and facilitates to more than 45 attendees from the human resources community. Developed a "Corrective Action bootcamp" for peer Human Resources to help them through the process of getting disciplinary action written to company and legal standards- facilitated class also.

Executive Team Leader Human Resources

GAP, INC

Responsible for all aspects of running a specialty store, including operations, logistics, asset protection and the human resources role of recruiting, staffing & development of management & sales staff.
Surpassed sales goals which allowed for 10-15% bonuses for management team.
Year over year increases of up to 30%.
Recognized for enthusiasm and competitive camaraderie.
Promoted to a higher volume store twice.

Store Manager

Gottschalks

Assistant to the visual display manager in the set up, design and removal of seasonal displays and large scale store wide promotions.
Used creative and autonomous nature for projects given. 
Increased sales in cosmetics department due to creative merchandising.
Recognized for perfect attendance and reliability each year there.

Visual Display Assistant

20 years of Human Resources Management experience and approximately 9 years of leadership experience in healthcare, both in Human Resources and Operations. I also have years of experience in Operations Management in both retail as well as healthcare environments. I also have experience doing HR Consultant work in a diverse group of industries, ranging from construction, to agriculture, to mechanics, non-profits, and more.

University of Phoenix- BS-HRM graduate October 2017
University of Phoenix- MBA- Concentration in HRM Certification (Currently attending)

Various Human Resources Consulting- 2019-2023

Human Resources Director and Manager Team Relations and Experience 

Regional Human Resources Manager, Adapthealth dba Pacific Pulmonary Services 
Human Resources Business Partner -Pacific Pulmonary Services 
Human Resources Business Partner/Talent Acquisition Manager 

Healthcare Administrator
Executive Team Leader- Human Resources
Human Resources- District Resource
Founder district charity golf tournament
Community volunteer captain

"Make a difference everyday"

"Be the change you wish to see in the world"- Mahatma Gandhi

"Train people well enough so they can leave, treat them well enough that they won't want to"-Richard Branson

"There are two ways of spreading light: to be the candle or the mirror that reflects it"- Edith Wharton

taplio

The Battle

Angelia S.

Kathy Gillis

Followers

Posts

Engagements

Likes

Ready to grow your LinkedIn presence?