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.

BI WORLDWIDE

Delivery Manager

3 Keeping it Real

Co-host weekly podcast to create a space for jobseekers who seek building a community of support, tips to navigate the job search journey and how to maintain a positive mindset.

Podcast Co Host

Eden Prairie Schools

As a Reserve Teacher in K-12 classrooms, I honed my skills in classroom management and student engagement. During the 15-minute window before student arrival, I reviewed classroom expectations, lesson plans and daily schedules to understand learning targets and KPI's. I actively engaged students in learning, achieve learning targets and established a positive rapport with them. I utilized my empathetic listening, strong communication and relationship-building skills to drive stakeholder satisfaction and retention.

Reserve Teacher

As a passionate educator, I have a track record of providing guidance and support to students in virtual learning environments. I am skilled in creating enrichment opportunities that supplement lessons, while ensuring that learning targets are met. I have expertise in teaching students how to manage their time, maintain organization and advocate for themselves effectively. My technical proficiency enabled me to learn and understand multiple learning apps in a short amount of time.

Digital Learning Facilitator

As the owner of the student registration program and academic scheduling for over 1,800 students at a middle school, I provided exceptional customer service to parents and students. By implementing new processes and utilizing scheduling software, student information systems and data warehouses, I streamlined record keeping and built a master schedule based on student course requests. 

I relied on problem-solving, organizational and prioritization skills to maintain project timelines and balanced class sizes for over 70 teachers while proactively communicating schedule changes to staff and students with minimal disruption to daily routines. My ability to analyze and interpret data allowed me to develop reports on enrollments, withdrawals and attendance.

Registrar 

Utilized absence management system and reconciled reserve teacher hours for payroll. Ensured reserve teachers had support on site with technology, classroom and site information, sub plans and room keys. Provided clear and consistent communication on planned drills, assemblies and/or testing. Built relationships with teachers to cover classes during prep time for last minute coverage when necessary.  
∙ 100% classroom coverage
∙ Absence forecasting and planning
∙ Learned Absence Management System in one day
∙ Maintained clear and consistent communication with stakeholders at all levels
∙ Assisted Registrar with student schedule changes in Student Information System

Software: Frontline, Infinite Campus, Google Workspace, MS Office

Reserve Teacher Coordinator 

VA Services, Inc.

Offered virtual services to small businesses and startup founders. Continually improved self-taught tech skills, daily operations and communications for increased productivity, efficiency and retention of clients. Consistently demonstrated desire to serve and adapt by accommodating unusual or last minute requests. 

∙ Virtual Assistant - managed calendars, multiple email inboxes, project management and event planning
∙ Customer Support -  responding to customer tickets, encouraged platform engagement and managed payment processing while maintaining updated clear communication with customers. 
∙ Copywriting, copyediting and proofreading
∙ Social Media Content Creation, Management & Engagement 
∙ Web Content Writing - revised client website copy using SEO keywords to increase web traffic. 

Software: Zendesk, Intercom, Google Workspace, Zoho CRM, Salesforce, Mailchimp, Active Campaign, Insightly, Slack, Zoom, Asana, Airtable, Hootsuite, Social Media

Virtual Account Manager

Mystic Lake Casino Hotel

Managed the Mystic Box Office team and ticketing operations of multiple property venues accommodating up to 8,300+ guests. Maintained a high level of data tracking and compliance to adhere to strict enterprise policies. Hired, trained, provided performance reviews and managed a team of Box Office Agents. Collaborated and contributed as a member of the marketing division in a major property rebranding while continuing to provide high levels of service and leadership to my team and property guests. Facilitated and supported multiple on-site projects and special events in regards to planning, marketing and execution. Position required building strong relationships with artist management, vendors and interdepartmentally to ensure the success of events for guests.

∙ Developed and nurtured business relationships with Artist managers in marketing and ticketing events. 
∙ Organized the sales and reconciliation of Artist merchandise
∙ Sold out 97% of all ticketed events
∙ Ensured collateral pieces were compliant with contractual specifications unique to each artist
∙ Created, revised and implemented policies and procedures related to the Entertainment department.
∙ Owned each event and served as Project Lead by creating project briefs for collateral, email blasts, press releases and media alerts for events.

Software: MS Office, Constant Contact, Ticketmaster, Asset Management, CIC, Sharepoint, ReQlogic

Manager, Box Office Sales & Entertainment Marketing

HASTINGS PUBLIC SCHOOLS - ISD 200

I developed curriculum that had to be engaging, adaptable and relevant to the lives of at-risk students who were 14 - 21 years old. I had students who were teen moms, and I would travel to their homes for independent study during their leave after giving birth. I had students with IEPs who needed the lessons modified for their learning style and ability levels. I had non-traditional students who hadn’t graduated yet, but wanted their diploma instead of a GED. I also had students who were on probation, expelled from the traditional high school and/or just didn’t care about school. I took all of these personalities and learning needs and created a psychologically safe environment where they each thrived and achieved things they never had before: A’s, graduation, balancing parenting with school, mentorship, someone who believed in them and most importantly: someone who never gave up on them.

Teacher

My career journey has been shaped by my natural curiosity and my willingness to take on new challenges. From my earliest job experiences in airport maintenance and fast food to managing a tanning salon, working at a resort, teaching, live entertainment and marketing, I've gained valuable skills that have helped me excel in every role I've held.

Last year, I realized that my passion lies in Customer Success. I made a list of what I loved about all the roles I've held, and found that supporting customers, training/teaching, developing success plans, managing projects, achieving targets, collaboration, and building relationships were common threads. I recently completed a Customer Success coaching course, which confirmed that I'm on the right path and boosted my confidence that I will be a highly skilled Customer Success Manager.

In addition to my amazing skills and experience, I bring my top five natural strengths. 

🚘 Achiever: I am driven to achieve goals, for myself and others. Every single day I wake up with a checklist in my mind, and I check every box before I go to bed.  

🟢 Activator: I am proactive and love to develop and carry out plans to solve problems. I eagerly collaborate with others to create the best course of action for their specific needs. 

🤝 Woo: Building relationships comes naturally for me. I regularly check in with contacts, make sure they feel supported and explain updates or innovations that can help them. I like to meet people where they are at and grow with them.

🗣 Communication: I am a natural storyteller, and write in my spare time. I am a strong presenter thanks to my Woo strength and time as an educator. I strike up conversations with strangers all the time. I am experienced in communicating with stakeholders at all stages.

🦸‍♀️ Self-Assurance: I am a confident natural leader with sound judgment. Once I learn what is expected of me, I don’t require a lot of direction or supervision.

These strengths have served me well in all aspects of my life, and I'm excited to apply them to my future work in customer success.

My experience and skills make me an ideal fit for a Customer Success Manager role. I have a proven track record of building strong relationships with clients, understanding their needs and proactively delivering unique solutions to meet their goals. 

Let's connect and see how my skills and experience can enable your customers to be successful in achieving their organizational goals!

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The Battle

Angelia S.

Nanette Canonico

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