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.

Clemson University

Assist research team on the MAiN 2.0 Study (Managing Abstinence in Newborns) a collaboration between Clemson University and Prisma Health Upstate, researching effective palliative treatment models for opioid-dependent newborns. This program is supported by the Department of Health and Human Services.
Perform qualitative midpoint interviews with hospital staff
Conducting community needs assessment and semi-structured interviews with community agencies

Graduate Research Assistant

Spherion

Facilitating communication and collaboration between 988 and 911 services 
Outreach to the public to increase awareness of 988

Outreach Coordinator 988/911 for DHS

Great Lakes Inter-Tribal Epidemiology Center (GLITEC)

Engage in public health practice with Tribal communities. 
Serves as a resource for technical information in public health information, practice, and innovations.
Make oral presentations, both scientific and non-scientific.
Created oncology fact sheets for relevant types of cancer based on the population.
Research and identify appropriate evidence-based or promising practices for a variety of public health areas/disease topics

Public Health Specialist

Wisconsin Literacy

Program management of a large grant received for COVID-19 vaccine outreach from the state.
Hired and managed 4 VCO Specialists ensuring effective outreach throughout the state.
Created digital communications & social media posts - made LinkedIn, Facebook, and Twitter posts.
Assisted in planning the VCO presummit and Health Literacy Summit
Stakeholder management - giving updates to board members, CDC/DHS, specialists, and organizations participating in the subaward process.
Developed and trained local community leaders, other non-profit organizations, and community-based organizations on health, digital, and science literacy to support COVID-19 vaccination outreach efforts
Led and nurtured vaccine outreach strategies by building partnerships with trusted community partners and organizations.
Assisted in creating tailored resources for local communities, such as infographics and factsheets.
Supported community-based organizations in data collection and reporting to evaluate success of outreach efforts.

Vaccine Community Outreach Project Manager

Demonstrated cross-functional team leadership
Exhibited stakeholder management skills
Monitored and managed all aspects of designated clinical trial protocols in a GMP lab
Accountable for project performance and client satisfaction of assigned clinical trials
Provided internal consulting on project management issues
Identified opportunities for process improvement and efficiency
Acted as chief liaison to the operational personnel of major sponsors

Project Manager - GMP Labs

Covance

Facilitated project management according to scope, schedule, budget, and quality baselines
Stakeholder management from the sponsor to vendors to management
Provided direct communication to management on progress, opportunities, and issues along with identification and recommended remediation
Worked with project team to set up and maintain project schedule
Built relationships with vendors and provided vendor management
Logistics and operations management through ordering lab kits, binders, and iPads for each site and ensuring they arrived on time for the study to open at that site
Updated Xcellerate Risk Identification & Issue Resolution (RIM) tool; and followed up on outstanding action items to resolution
Updated the Project Governance Tool on a monthly basis
Facilitated study team communication & collaboration by attending & setting up team meetings; updating the ADI log; updating the Task Order Matrix; maintaining the Project Directory; setting up distribution lists, SP sites, mailboxes, and other collaboration tools; and set up / maintain project-specific trackers.
Cross-functional team leadership to facilitate timely TMF uploading, TMF reviews, TMF issue resolution, systems access, project-specific training curriculum, and other delegated tasks

Global Project Coordinator

Aerotek

Drove the availability of outcome data which optimized decision-making processes throughout the project.
Source document proofreading & review.
Compiled dossiers from multiple studies for the outcome review committee.
Coordinated efforts to achieve case closure and paperless endpoint case processing.

Adjudication Assistant II - Contractor

UNC Lineberger Comprehensive Cancer Center

Administration and coordination of oncology clinical trials (phases I, II, and III).
Stakeholder management for my management team, PI, Sponsor, and monitors.
Recruited, screened, and assessed eligibility, registered research subjects.
Collected, analyzed, and reported data on multiple trials using various EDCs.
Liaised with doctors, nurses, CROs, patients, and multiple departments (cross-functional teams).
Coordinated Site Initiation Visits, Start-Up Meetings, Monitor Visits, and Close-out Visits.
Participated on the committee for professional development.
Subject and data management.
Trained staff.

Clinical Research Coordinator

Submitted modifications and renewals to the IRB for oncology clinical trials.
Collaborated with CROs to ensure regulatory documents are complete and up-to-date.
Used OnCore to initiate, maintain, and terminate studies.
Maintained regulatory files for monitor visits and audits.
Created agendas and recorded minutes for the weekly pod meetings.
Participated on committees for process improvement, hiring new staff, and professional development.
Developed working knowledge of regulatory compliance & procedures relating to oncology research.

Regulatory Assistant

UNC Health Care

Acted as liaison between Emergency Dept staff, patients, and other departments within the hospital.
Ordered EKGs, blood work, lab work, imaging tests, supplies, and equipment using EPIC & Lawson
Coordinated a process improvement change with pharmacy to increase efficiency in non-acute care unit.
Orchestrated communication via pages, interpreters, faxes, and phone calls
Ordered emergency release blood for trauma patients & set them up as disaster patients, if needed.
Registered emergent patients arriving via ambulance and helicopter.
Trained other health unit coordinators and volunteers who worked in the ER.
Answered patient call bells.

Health Unit Coordinator

Project Manager/ Community Health / Change Agent

In every position I have worked, I look for ways to improve the process. I am always learning. In one position, I updated a form that we used all the time, but people just wrote what they wanted on it because the listed options were out of date. That small move got me nominated to the Process Improvement Committee by a coworker. While on that committee we updated our processes to mostly electronic instead of paper saving a ton of actual paper, printer supplies, and space where we previously stored all our papers. 

In a separate position, I noticed that nurses had to leave the non-acute emergency department quite often to retrieve the medicines they needed. After getting the okay from my manager, I tracked which medicines they were leaving to get and coordinated with the pharmacy department to get the machine in our department updated. I saved time and steps for the nurses, improved the customer experience, and saved our department money.

These are just two examples of process improvements but I'm also a relationship builder. As a project manager (and in many of my roles) I need to maintain relationships with both internal and external stakeholders to help things run something. These same skills are important for community outreach and working with groups and communities as well.

taplio

The Battle

Angelia S.

Margaret Marcou, MAS

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