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.

Mediafly

Mediafly is the revenue enablement company market-facing teams rely on to plan, predict, coach, and engage at the highest levels. Our integrated platform empowers sellers to lead with value, managers to coach at scale, leaders to forecast with confidence — and buyers to interact through personalized, content experiences. In today’s complex, unpredictable market, top revenue teams around the world, including PepsiCo, Nestle, Databricks, Honeywell, and Sealed Air, turn to Mediafly to accelerate pipeline growth and close more deals faster. To learn more, visit www.mediafly.com.

Customer Enablement Manager

Amplify

•	Served as the primary point of contact for 95 accounts, working with district/school personnel to define project priorities and set expectations to ensure onboarding and implementation success
•	Completed 235 Salesforce cases while owning account success and retention: supporting and problem-solving customer issues and proactively identifying and engaging ‘at risk’ accounts
•	Proactively coordinated the involvement of internal partners as needed, including sales, professional learning, product management, operations, and other resources, to meet account performance objectives and exceed customer expectations
•	Collaborated with a small cross-functional team to build a regional resource hub in Bloomfire to improve the organization of resources and increase efficiency for all Customer Success Managers and Specialists
•	Leveraged project tracking tools and processes for efficient consistency of operations and communications
•	Quickly learned Amplify products, software, and procedures to provide exceptional customer service

Customer Success Specialist

Outschool

•     Rated 4.7 out of 5 stars by verified parents of the learners I taught how to use free home design software during one-time and multi-day ongoing synchronous classes via Zoom
•     Created, marketed, and taught innovative lessons to 9-to-18-year-old learners
•     Provided exceptional customer service to parents and open, supportive communication with learners 
•     Provided technical support for students experiencing difficulties with their device, Zoom, or other software

Outschool Teacher 

SCHERTZ-CIBOLO-UNIVERSAL CITY INDEPENDENT SCHOOL DISTRICT

•	Trained, mentored, and supported five team members on an ongoing basis; maintained team’s yearly budget
•	Lead ILT designer of an 18-week Professional Communication course; analyzed, backward designed, developed, implemented, and evaluated curriculum as it pertained to meeting program learning objectives
•	Saved five teammates 90% of planning/preparation time by adapting our 18-week course from instructor-led lessons to 85 asynchronous eLearning sessions by creating high-quality instructional materials, instructional videos, activities, and assessments, and uploading them to the LMS
•	Evaluated and improved programs through database management; recorded, monitored, and evaluated data to make informed decisions and implement necessary training, technology, and curriculum improvements
•	Prepared and presented on two CPE panels: “Technically Speaking: Using Tech Resources in the Speech Classroom” at Texas Speech Communication Association (TSCA) Conference in October 2017 &  “Using ‘Insight’ Software for Computer Lab Classroom Management” at SCUC-U in August 2017

Team Lead & Instructional Designer

•	Attained 98% passing rate from over 5,000 total learners while managing 120-200 students each semester in 5-6 sections of Professional Communication, Communication Applications, and/or Debate I-III courses
•	Created instructional materials to meet students varying needs and abilities while encouraging them to explore individual learning opportunities, work collaboratively, and persevere with challenging tasks 
•	Taught principles, techniques, and methods in subjects like communication theory, interpersonal communication, group communication, job interviewing, public speaking, and job-readiness skills including using software and technology applications
•	Created, administered, and graded written assessments and performance-based rubrics with critiques
•	Maintained accurate and complete student records as required by law or administrative policies

High School Communication Teacher

•	Maintained the team's schedule and yearly budget, including fundraising, purchasing, and transportation
•	Created marketing materials and recruited members; recruited and supervised volunteers for tournaments
•	Recruited, trained, and supervised paid adult judges for tournaments
•	Coached students in competitive speech & debate events including Policy/CX Debate, Value/LD Debate, Student Congressional Debate, Public Forum Debate, and Extemporaneous Speaking
•	Directed and organized the events, competitors, volunteers, and paid judges at the Speech & Debate Tournament for UIL District 26 6A Spring Academic Meets in May 2018 & May 2019
•	Directed Speech & Debate Tournament for Steele High School’s UIL Invitational in February 2014

Speech & Debate Program Director

Highly motivated, loyal, quick-learning, creative, detail-oriented, proactive communicator with over 15 years of experience managing programs, projects, and people, plus writing, editing, designing, and creating digital/print educational, marketing, and organizational materials.

My superpower is organizing, and my passions include helping others and creative problem-solving. I thrive in fast-paced environments of continuous learning and improvement, and I'm currently seeking a full-time, remote position utilizing my SaaS implementation and training experience to support all organizational stakeholders through growth and change. 

I am a lover of dance competition shows and relationship-based reality TV -- I even once applied to be on "The Circle." I also enjoy creating divots on the golf course and aspire to someday be a professional Texas Hold'em poker player.

taplio

The Battle

Angelia S.

Nicole Manning

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