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.

Tim Bruce

Aptitude Factory, LLC

Owner/Operator

Internal Revenue Service

Provide oversight and consulting for training and development supporting multiple business divisions. Advise on performance improvement, technical training and and leadership development programs. Work with cross-functional teams to identify opportunities and implement processes to achieve desired outcomes. Provide expertise on instructional design, performance metrics and organizational development.

Lead, Education and Training Services

Social Saturday Squad

Member

Team member and individual contributor.  Service 1800+ clients in face-2-face and virtual learning environments.  Perform needs assessment/gap analysis to meet organizational goals.  Align training activities with strategic objectives and operational programs through performance measurement.  Develop and deploy training using ISD principles.  Convert standard technical training to distance learning.

Human Resource  Development Specialist

United States Air Force

Executive HR services to a 3,000 person aviation group at the Air Force’s sixth busiest airfield. Consult and advise subordinate organizational leaders on the interpretation and execution of human resource policies. Oversee personnel actions including promotions, performance appraisals, recognition, personnel utilization, demotion, disciplinary actions, and professional development. Reviewed performance management and Human Resource Information Systems (HRIS) data to identify obstacles to success in meeting objectives. Conduct interviews and investigations for acts of negligence or possible criminal violations of policy, standards or laws. Represent the organization at public events, speeches and presentations as well as leader/member of advisory boards.

Wing Command Chief (Senior HR Director )

United States Air Force Academy

Managed the professional training program in the officer development of 4400 USAF cadets and 120 military trainers/staff members.  Engineered training and curriculum in leadership and technical/skills training. Developed performance management tools to evaluate effectiveness of programs.  Managed budget and manpower resources to meet operational and future needs. Recruited and assessed staff members and provided career guidance.

Superintendent of Military Training

USAF First Sergeant Academy

Directed operations of a Human Resources Generalist School that trained 1,500 students at 14 locations annually.

Vice Commandant/Deputy Director

Provided Human resource services (health, morale, welfare & discipline) to organizations with 120 to 1,500 employees in multiple countries. Includes deployment to hostile environments.

First Sergeant/ HR Manager

Empowering organizations through strategic training and development.

Stressed about training your rapidly expanding team? 

Can't figure out how to educate your clients on your IT/software product? 

According to Gartner research:
✅ Successful onboarding can increase an employee's discretionary effort by 20%+
✅ Increase performance up to 15%
✅ Well oriented workers work 57% harder 
✅ 9X less likely to leave

❓Does any of this resonate:

Your business is growing faster than you can say "employee training," and it seems like every new software rollout is a battle. Recognize these pain points?

Between the costly hiring process, overhead expenses, and the risk of work stopping for training sessions, it feels like you're riding a rollercoaster with no end in sight.

That's where I come in. With my wealth of experience in corporate training and eLearning, I'm here to unlock your business's potential, turning your pains into gains.

But don’t just take my word for it…
"Before Tim we didn’t know what our training program needed. He brought in commonsense, science-based order to our new hire training curriculum." – Jean Wetzler, former supervisor.
"At the USAF Academy, Tim was instrumental in implementing two programs, the Commandant's Challenge and the Office Development System, which contributed significantly to the successful administration of the institution." - John L. Rosa, Lieutenant General, USAF (Retired) Former President, USAFA

My learning products have been used in government agencies servicing over 500.000 users annually in technical, leadership and compliance training.

My secret? I offer my wisdom free of charge. Together, we identify your challenges and craft solutions. You invest only when you want me to develop a custom plan, course, or curriculum that fits your needs and budget.

My goal is to turbocharge your success, not make a sale. It's about making training a part of your daily grind and creating an effective training program for your software users. No more delays, no more costly mistakes.

🎯 Ready to redefine growth? Let's chat today. 

Try my advice, free. 
Feel the shift before you invest. 

Growth doesn't have to mean growing pains. Let me show you how.

taplio

The Battle

Angelia S.

Tim Bruce

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