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.

Susannah Dawn Consultant and Storyteller

I am a motivational speaker, speaking to organizations, ERGs, and conferences about diversity topics and the importance of living authentically… and how the ability to do so benefits people AND business.

Consider how the world labels people… women... placing us in “boxes” to decide how to relate to us.

Yet the truth is… we are all so much more than what may be contained in any 📦.

As a speaker, I talk about reinvention and moving beyond boxes… about:
📦 boxes others put us in, including diversity and inclusion topics, gender, neurodiversity, and many more
📦 boxes we often put ourselves in, to include imposter syndrome, fear of others learning about / that we are _____ (neurodiversity, disability, and more)

I speak from my own experience, having entered 2022 with a total reinvention to be my true authentic self, and looking at business and life from a vantage point set beyond labels… beyond boxes… beyond those places in which our fears work hard to constrict – confine – us instead of letting us see how we are so much more than a simple box or label.

I’ve been featured on podcasts and LinkedIn live events, discussing the themes of being our authentic selves and moving beyond boxes.

My workshops and training for organizations and conferences help women see how they are so much more than they realize… help them bring their authentic selves into the world, and now include Vision Boards and Power Words (mini vision boards).

Consider: When we enter a workplace as out authentic selves, without fear and a need to hide our true selves, a recent survey* focused on job satisfaction found:
🍀 71% felt more confident
🍀 60% felt more engaged 
🍀 46% feel happier

(*conducted by the Institute for Inclusive Leadership on authenticity in the workplace)

My presentations and workshops transport the audience into the discussion… to feel what it’s like to both be boxed… and the joy and confidence gained upon moving beyond boxes... to ignite awareness about their own situations.

Motivational Speaker

"Search for the Armor of God" (Sep 2023 - vol 1 of the "Armor of God" series)
"Battle for the Armor of God" (Nov 2023 - vol 2 of the "Armor of God" series) - These fantasy novels follow Prince Henry, who is placed in boxes by his father and advisors, always feeling lost as he is never allowed to be his authentic self. It is when he is part of a company in search of the armor that he finds himself on his own quest to find his true self and purpose.
The link to “Search for the Armor of God” on the U.S. Amazon site: https://a.co/d/d7vErvV
The link to “Battle for the Armor of God” on the U.S. Amazon site: https://a.co/d/f9iYevK

"Faith of the Butterfly" (Jan 2024) - My "reinvention memoir" of how I moved beyond the boxes others put me in to shine as my authentic self... available in bookstores and on Amazon.
The link to “Faith of the Butterfly” on the U.S. Amazon site: https://a.co/d/fo1fm8X

"Beyond Boundaries: Thriving in Life's Grey Zone" (Mar 2024) - My chapter, "It's in the Grey Zone We Find the Colors," is one of 27 to explore what the grey zone truly is.

"A Note To My Family: I Am Your Legacy" (Nov 2023) - My chapter, "Journey Through Life as Your Unique – Authentic – Self," was one of 21 chapters by a diverse group of authors providing their own legacy - in their own words - to family and friends... an International Bestseller. 

"My Two Cents on Self-Love" (July 2023) - My chapter, "Returning to the Authentic Me" was one of 30 chapters by different authors in this book, which was a #1 International Bestselling Book.

"Never Give Up" (Aug 2023) - my chapter, "She Has Always Been Here" was one of 22 chapters by women authors in this book, which was a #1 International Bestselling book.

"Rattled Awake" (Aug 2023) - my chapter, "Look Beyond the Box, For We Are So much More," was one of 11 chapters by different authors in this #1 International Bestselling book.

International Author

As a business consultant I bring an outside perspective to help organizations in three key areas:
🖋 help organizations improve their storytelling content to create content bridges for their audience

📈 help organizations develop new revenue streams – many of which don’t require reinventing the wheel – by asking questions about the business from a viewpoint outside their box

💚 Work with HR to speak with ERGs, and work with employees to help them grow and be their authentic selves

Consider: When we enter a workplace as our authentic selves, without fear and a need to hide our true self, a recent survey* focused on job satisfaction found:
🍀 71% felt more confident
🍀 60% felt more engaged 
🍀 46% feel happier
*conducted by the Institute for Inclusive Leadership on authenticity in the workplace

Think about how such satisfaction translates into bottom line success for your business. Speaking with employees and organizations help shed light for each individual to realize what is missing for them to move into the world as their authentic self.

My business strategy and development experience spans numerous fields, including general construction management and design, military planning (US Army officer), energy efficiency program management, modular construction start-up CFO, project planning, and sustainable planning.

Business Consultant

Storytelling appears in all aspects of my work: writer, motivational and diversity speaker, coach, and business consultant. For each area, I bring my holistic authentic self into every project. 

This includes taking an experiential approach to storytelling – to bridge the audience into the story… to create a connection whereby they feel they are a part of the story. 

This is not a “pitch and sell” approach… it’s a story, designed to meet the audience and bring them to a space where they get a feel for organizations and their products and services… whereby they can feel they are part of the story. 

My passion for writing began at an early age and never left. All of my roles required a variety of writing and research requirements:
• Specification and technical writing
• Energy efficiency home energy savings (HES) program monthly reports across five states to cover each individual state program.
• International renewable energy firm press releases and articles.
• Writing business plans, research projects, and legal documents.


My services include:
• Storytelling training and workshops for organizations
• Case Studies, White Papers
• Ghostwriter (everyone has great book ideas)
• Research 
• e-Books
• Press Releases

Storyteller

Tigerhall

Provide specialized knowledge through podcasts about my DEI experiences. These podcasts are part of Tigerhall's subscriber library.
🦋 🦅 🦋

Thinkfluencer

SDB Consultant

Provide written content and project management for various projects, many of which focused on sustainability related topics.

Some of my written content included:
• Articles and press releases for renewable energy projects in emerging markets
• Wrote business plans, legal immigration petition letters (legal writing), and other documents for clients around the globe
• Worked with international schools to identify online education firms and technology
• Green School design to include the concept of schools as a “living lab” – this included both presenting and participating on panels on the international stage regarding green schools and green building design

Some of the projects I managed included:
• Worked with a start-up organization going through the funding phase. My role was CFO, providing business and financial analysis while composing the financial aspects for the business pro forma for a new company in California to design and construct high quality modular buildings.
• Education programs in sustainability and history for international students in Asia where English was a second language
• Data collection for a carbon footprint project that identified the expected cost to reduce the footprint of a $9 million construction project
• Led team to put together an organic agriculture report with recommendations for an NGO looking to assist farmers in Asia

Consultant

(various)

My experience with nonprofit organizations, includes working with and holding management and leadership positions in various nonprofit organizations.

Consultant with Mercy Corps on a project to research and write a report regarding the set-up of organic agriculture NGO programs in developing countries, with a focus on feasibility of assisting organic farming of tea in India and cardamom in Nepal.

Over three years as a Program Manager at PECI, a nonprofit energy efficiency firm where my role was managing a home energy savings program across five states for PacifiCorp (including Rocky Mountain Power and Pacific Power). 

Over a decade with the Portland-Suzhou Sister City Association (PSSCA) where I was a board member, and held leadership roles including one year as Treasurer and two years as Secretary. I was involved with the annual gala event, which was also the organization’s primary fundraiser.

Nonprofit Management Experience

PECI

Working for a Non-Profit Energy Efficiency firm, my focus was to take into consideration the needs of the utility client in designing programs to provide incentives for its customers to reduce energy consumption. This was accomplished through the management of a large portfolio home energy savings program that covered five states.
• Led Home Energy Savings programs for two utilities – a complex set of programs with over 100 energy savings measures across five Western states providing multi-million kWh of savings each year.
• Analyzed program measure activity and kept client informed
• Planned and managed budgets that exceeded $20m for incentives and administration to manage all programs
• Involved with tariff designs (state energy efficiency program design) and revisions in each state
• Produced five (5) separate program "state activity" reports every month
• Insured program was set up to successfully negotiate a change order addition to the contract when one measure began to overheat which led to unforeseen increased program costs
• Managed special projects including a utility program's metrics and compliance process upgrade
• This Utility Program received the 2010 ENERGY STAR Award for Sustained Excellence for its energy efficiency programs

Led a cross-functional team to develop new Program systems that included creating the first compliance report, and the import of program data into a central repository for Program use in monitoring, analyzing, and reporting program activity

Involved with PECI program activity outside of Client programs as required:
• RFPs - Put together RFP budgets, provided budget and savings analysis, and reviewed documents
• Business Development - Worked with key staff to provide initial connection for PECI with contacts in key utilities in new regions, providing an easier entry into a new region for PECI
• Budget and Savings Analysis

Program Manager

Benting Construction Inc.

This role included working with clients and multiple stakeholders to insure each project met both client needs while averaging returns above projections. Most projects were design-build that required working with design professionals, subcontractors, suppliers, and building officials. While the general contracting firm specialized in commercial and industrial construction, other projects included municipal and church construction. 
• Construction management of building designs that included concrete tilt-up construction, pre-engineered metal buildings, concrete masonry unit buildings, and wood construction. 
• P&L Management and budget preparation for projects, with most project average returns surpassing the original projected net income
• Project and contract negotiations with both new and repeat customers to include Fortune 500 firms
• Specification and technical writing for projects in the design-phase of construction
• Business development to find and enter new market opportunities, which included successfully adding public works projects to the company's project portfolio.
• Corporate Secretary, 2000 – 2006

Construction Manager / Corporate Secretary

Oregon Army National Guard

Rotated through numerous leadership positions including (but not limited to):
• Personnel Officer:  Two tours as a battalion-level Personnel Staff Officer (S-1, similar role to HR Director) where duties included tracking personnel evaluations, managing battalion-level functions including changes of command, and tracking battalion personnel readiness for units with 300-400 diverse soldiers. 

• Troop commander:  Commanded a 150-soldier cavalry unit that included four combat platoons plus one mortar section, and maintenance, supply, and mess sections.
     - 	  A major maintenance inspection noted unit maintenance improved “900%” under my leadership

• Platoon Leader:  Platoon Leader for three separate units
     -   Battalion Support Platoon Leader – kept a 450-soldier mechanized battalion supplied during desert field operations
     -   Cavalry Platoon Leader

US Army Military Officer - Cavalry

Reinvention Maven | Storyteller | Helping you see opportunities beyond boxes 📦 | Veteran | Consultant | Speaker | Diversity | Writing stories to create reader experience and sow seeds

Ladies… when we feel unseen… unheard… and unsafe to be our true authentic selves…

📍 We withdraw from actively engaging with others… from contributing with friends and in business
📍 We no longer feel motivated or driven to excel 
📍 We hide our authentic selves in a box, fearful what others might say / do if they learn we’re neurodiverse, overcame addiction, LGBTQ+, and so much more

Consider 👇

According to a recent survey* focused on job satisfaction, when employees can be their authentic selves… without fear of judgment:

🍀 71% felt more confident
🍀 60% felt more engaged
🍀 46% feel happier

(*conducted by the Institute for Inclusive Leadership on authenticity in the workplace)

What does this mean for business?

Failure for employees to be their authentic selves results in their being depreciating assets.


This is where I come in...

An empathic warrior ⚔ woman 👩 who no longer fits the proverbial box – and never did, I work with women and organizations as a motivational speaker 🎤, storyteller 🖋, guide, and business consultant to help women elevate themselves, be empowered, and find their way beyond boxes.

This in turn improves: 
🫶 Self-confidence
🫶 Team work
🫶 Organization revenue 


This happens through my process of: 

🎤 speak on the importance of being our authentic selves, the path of reinvention, and how we are so much more than the 📦 we often feel stuck in;

📈 business consulting to improve the company bottom line by growing employee job satisfaction... seeing opportunities beyond the box; and,

🖋 guide employees to see their story, which can include vision boards... igniting awareness for where they are, and moving forward authentically.


About Me: 
I entered 2022 with a total reinvention to be my authentic self, shifting my view of business and life to a vantage point set beyond labels… beyond boxes 📦… beyond those places in which our fears work hard to confine us instead of letting us see how we are so much more than a simple box.


My services include:
• Keynote speaker on topics to include reinvention, connect with your authentic self, move beyond boxes / labels, and diversity and inclusion
• Seminars and workshops to include vision boards
• Business strategy consultant for employee satisfaction and storytelling
• Guide women to move beyond the boxes holding them back


DM me, or email Susannah.Dawn.Writer@gmail.com to set up a consultation.

It's time to gain traction in life 🌱, spread your wings 🦋, and fly 🦅.


"I'm not what I used to be, yet I am who I've always been."
Susannah Dawn 🦋 🦅 🦋

Reinvention Maven 👩

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Angelia S.

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