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.

Clearview Social, Inc.

- Onboarding new clients, ensuring they have the tools they need to meet their company's marketing goals
- Renewing and growing current client accounts 
- Developing strategies to engage current clients and their employees
- Planning, curating content for, and hosting webinars
- Managing a BoB of 96 company accounts, each with varying user counts

Client Success Specialist

Riskalyze

- Mastered the Riskalyze financial technology products and resources
- Became the point of contact for new customers on best practices, innovative ideas, and the best tools within Riskalyze to meet their unique needs
- Monitored new customer product adoption (first 90-day customer lifecycle). Addressed any open issues to ensure timely resolution, and provided a friendly, personalized customer experience
- Prepared for, and onboarded financial professionals, including assisting with the tech integration process, adapting the approach and content to meet their firm's goals
- Maximized renewals for the customers under my responsibility (straight retention)
- Discovered growth opportunities and worked with teammates in Sales (net retention)
- Proactively monitored and challenged customers to become successful with Riskalyze (health)
- Set customers up for long-term success with the product
- Provided valuable product ideas to the product team
- Participated as a member of the Onboarding Team and worked to ensure collective success 
- Assisted in building new hire training materials to improve upon the onboarding process 
- Communicated complicated technological and financial jargon clearly with customers verbally and in writing in a professional, friendly, and concise manner

Onboarding Coach

Vartek Services

- Works cooperatively with principals and supervisors with technology integration within the curriculum.
- Expands current knowledge of instructional technology and integration via professional development.
- Participates in ongoing professional development related to job responsibilities and maintaining expertise in the field.
- Researches advancements in technology tools and resources to inform decision making.
- Designs, plans, and facilitates training for staff to meet technology skills.

Technology Integration Specialist II

Cincinnati Public Schools

- Performed comprehensive duties to facilitate class operations, including assigning homework projects, tests and exams, grading papers, preparing learning materials and curriculum, and responding effectively to student inquiries and concerns.
- Engaged and encouraged classrooms comprising of students at a time to boost participation and information retention levels.
- Displayed calm, professional leadership while remaining flexible and mission-focused during rapidly changing requirements.
- Adapted teaching methods and instructional materials to meet students' varying needs, abilities, and interests.
- Achieved perfect course evaluations as a result of creating an interesting classroom experience.

Instructor

Charter Schools USA

Dedicated, approachable, reliable, personable, and motivated!

I am a business-minded and customer-focused Client Success Specialist with a passion for technology, and 8 years of successful experience executing strategic plans to meet orgaizational objectives. Devoted to customer success, satisfaction, engagement, and retention through developing and facilitating innovative technology training programs and resources. Collaborative cross-functionally, and a highly motivated, adaptable, and responsible individual. Committed to excellence, growth, and teamwork.

I always find an excuse to create something new on Canva, and love to challenge myself with writing, proofreading, and editing. In my spare time I thoroughly enjoy being with my family and my two dogs. 

I love to connect with people and am on a continual quest for knowledge and experience. Connect with me today or contact me at Lihumphreys01@gmail.com. I would love to get to know you better!

Let's connect!

taplio

The Battle

Angelia S.

Lindsey H.

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