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.

60 Second Workouts

Founder

Active In Tech

Founder | Wellness Coach

Pluralsight

DevOps Architect

Minnesota Convention Services

Head of Wellness

Championed operational excellence, customer service, and business development as Managing Partner. Directed a team of 8+ laborers and support staff, and 50+ part-time and seasonal laborers.

Collaborated closely with designers, display houses, and sales leaders to bring creative visions to life on budget. Ensured booths were dismantled and shipped to the next location.

Executed the build, installation, and dismantling of booths for 50+ annual trade shows including the Twin Cities Auto show, Medical Design and Manufacturing Trade Show, and Polaris Dealership Meetings.

Trained new employees, managed inventory, procurement, and accounts payable and receivable. Grew business to 7-figures pre-Pandemic.

Vice President

Map Your Show

Contribute to designing, testing, and releasing infrastructure utilizing Terraform

Manage the infrastructure for a robust line of applications supporting the event industry

Troubleshoot and debug to optimize cloud performance

Support the entire infrastructure application lifecycle

Key Technologies:

GIT, GitHub, Web server technologies
EC2, CodePipeline, Lambda, ALB
MSSQL Server, JIRA, Windows Server, Linux
REST APIs, JSON, JavaScript
Networking, VPC
AWS CLI, IAM, Route53, CloudWatch, CloudFormation

Cloud Infrastructure Engineer

Level Up In Tech

Success Coach

60 Second Workouts | Fitness Coach for Tech Leaders | Simple Health Solutions in a Modern World

Life has a way of throwing curveballs. Mine came in the form of a 450-pound tractor tire. 🚜


Years ago, I faced an excruciating setback after attempting to lift a mammoth tractor tire - two herniated discs and a long list of spinal complications. 

The injury took its toll on my body and mind, but through a combination of mindset shifts, research, and sheer determination, I've transformed my life. 

And, as a result, I found my life's purpose: helping others transform theirs.

This decade-long journey of recovery saw me experimenting with multiple remedies - from diet and exercise to alternative therapies. 

But the magic lay in the small, daily habit changes. It's these subtle shifts that propelled me from pain to strength, and from despair to joy.

2020 threw another challenge at me: the pandemic halted my family's business and pushed me to pivot. I dived into tech, and as I understood the digital world better, I recognized a recurring theme. 

Professionals, constantly glued to their screens, were experiencing health issues I had solutions to.

Thus, my mission was reborn: Wellness Coaching for Tech Professionals. 

If you're trying to transform your brain & body without spending countless hours in the gym or parting with the foods you love, you're in the right place. I offer:

●1:1 Custom Wellness Coaching
●Corporate Speaking
●Community Wellness Challenges
●Micro Workouts

Want to work together? Check out my featured section!

In a digital age, I'm zealous about crafting straightforward solutions for those who seek energy, confidence, and holistic wellness. Because a fulfilling life should be intentional and enjoyable.

I hope that during the time we share here, you'll find a spark, a tip, or an idea that brings value to your life.

Thanks for joining me on this journey!  -Michael

taplio

The Battle

Angelia S.

Michael Cassidy

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