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.

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

When we feel unseen, unheard... unsafe to be our authentic selves, the ripple effects are undeniable:
📍 We withdraw from fully engaging with others… hold back contributions in friendships and business.
📍 Our motivation and drive to excel fades.
📍 We hide our authentic selves behind a mask – a box, fearful what others might say/do if they learn we’re neurodiverse, overcame addiction, and so much more

When we can show up authentically, we unlock our potential and create a sense of Belonging that transforms everything.

According to a survey by the Institute for Inclusive Leadership:
🍀 71% of employees felt more confident when they could be authentic.
🍀 60% felt more engaged.
🍀 46% reported feeling happier.

What does this mean for organizations?
Employees who don’t feel safe to be their authentic selves risk becoming disengaged… no longer thriving contributors.

That's where I step in.

I’m Susannah, an empathic warrior ⚔ woman 👩 who broke free from proverbial boxes in which society tried to place me – it's my mission to help others do the same. My passion lies in guiding individuals and organizations to “Move Beyond Boxes and Shine” like the stars we are… embrace their authentic selves and find their space of Belonging.

I've walked that path, and now help others see they are more than the roles or limitations placed on them.


When we move beyond boxes, we:
🫶 Build unshakable self-confidence
🫶 Foster authentic teamwork
🫶 Elevate organizational performance and revenue


I offer services that inspire transformation, empower individuals, and create lasting change:

🎤 Keynote Speaker
Deliver powerful talks for conferences and organizational events on connecting with your authentic self, reinvention, and how Belonging drives productivity and innovation.

📈 Business Consulting
Help organizations improve productivity and their bottom line through Belonging… identify opportunities to create cultures where everyone thrives. 

🖋 Workshops & Seminars
Lead transformative seminars that encourage participants to step outside the box and embrace their authentic selves, including vision boards.


Whether you’re an organization looking to foster a culture of Belonging, a leader seeking inspiration, or you’re ready to break free from the boxes holding you back, I’m here to help you create a path to shine.


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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The Battle

Angelia S.

Susannah Dawn

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