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.

Women Empowerment Ventures

Woman Empowerment Coach

Host - Vibrant Mom Reboot

Executive District Manager

Matrix HG Inc. (Matrix)

Project Manager

Jeff Luchetti Construction. Inc.

Kitchell

Lead manager in development, facilitation and execution of new process for critical systems upgrade  
Successfully managing scope within the confines of existing facilities in a fashion that allow continued use of adjacent spaces without or with minimal impact to the owner and their clients Manage weekly coordination meetings with trade and project superintendents
Establish and maintain positive customer relationships inclusive of subcontractors, inspectors, engineers, architects, and hospital representatives
Manage day to day operations including conflict resolution with High Performance Team members 
Manage procurement of materials and critical items tracking
Manage cost control including document review for possible value engineering opportunities
Manage and maintain contract plan changes and master schedules including document control logs and as-built drawings
Manage overall responsibility of submittals, documentation, compliance, and data control
Track and perform jobsite inspections and manage compliance with safety standards and code requirements
Prepare commissioning schedules, end user training programs and close out manuals
Author, distribute, coordinate, and track Request for Information including review for potential, cost and/or schedule impact
Actively promote communication with upper management, prepare reports, and conduct meetings

Swinerton

Developed and maintained relationships with high end clients that required sensitivity for their special projects
Managed and coordinated all activities leading to the successful completion of the projects 
Managed day to day operations including conflict resolution 
Managed procurement of materials and critical items tracking
Managed cost control including document review for possible value engineering opportunities
Managed and maintain contract plan changes and master schedules including document control logs and as-built drawings
Managed overall responsibility of submittals, documentation, compliance, and data control
Track and perform jobsite inspections and manage compliance with safety standards and code requirements
Prepared documentation for government agencies concerning cost estimates of facilities for the projects
Maintained and managed high demands of safety standards for the safety of company assets, employees, and the public
Actively promoted communication with upper management, prepared reports, and conducted meetings

Sundt Construction, Inc.

Assisted Project Managers with planning, scheduling, and completion of projects while maintaining high safety standards
Assisted Project Managers  with developing budget and schedules in alignment with the scope
Assisted Project Superintendents with field coordination, schedule delivery and subcontractor coordination 
Managed and maintained contract plan changes including document control logs and as-built drawings
Managed and implemented standard project procedures for material procurement, conflict resolution, document control
Managed and monitored all cost control from design changes, cost analysis and approval through final project changes
Managed and assembled all project close out documentation, material, training and commission for owner turn over 
Served as a liaison with subcontractors, vendors, client contracts, and monitored construction site activities throughout

Project Engineer

Quest Construction Engineering & Management

Assisted Project Managers with planning, scheduling, and completion of projects
Assisted Project Managers  with developing budget and schedules in alignment with the scope
Managed and implemented standard project procedures for material procurement, conflict resolution, document control
Managed and monitored all cost control from design changes, cost analysis and approval through final project changes
Managed and assembled all project close out documentation, material, training and commission for owner turn over 
Served as a liaison with subcontractors, vendors, client contracts, and monitored construction site activities throughout all phases of the project

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The Battle

Angelia S.

Najia S.

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