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.

Michael Management Corporation

As an Enterprise Customer Success Manager at Michael Management, I own the full post-sale relationship for our SAP training and Access enterprise clients driving engagement, retention, and expansion across high-value accounts. With a strategic focus on renewals, I influence Gross and Net Revenue Retention by aligning customer outcomes to training ROI, mitigating churn risk, and surfacing upsell opportunities. My work ensures that every customer not only renews but also grows with our platform.

Key Highlights:

Renewed over $1.2M+ in ARR, driving 97%+ GRR across a book of enterprise and mid-market SAP customers.

Influenced >99% Net Revenue Retention (NRR) by proactively identifying expansion opportunities and partnering with the account manager to close upsell opportunities.

Created and executed strategic account plans that shortened time-to-value and strengthened executive alignment across all accounts.

Led PBRs and success planning sessions that connected product usage to business outcomes improving account health and stakeholder buy-in.

Launched retention playbooks for low engagement and license underutilization, resulting in a 20% reduction in at-risk accounts.

Positioned as a trusted advisor, offering expert SAP training guidance and aligning learning paths to internal L&D and ERP transformation goals.

Enterprise Customer Success Manager

RevGenius

Member

City of Omaha

- Engages community members to advise the Mayor on matters related to Diversity & Inclusion. This committee collaborates to help the City of Omaha develop and refine a strategic plan for Diversity & Inclusion. 

- Work with our network of stakeholders to influence and address inequality in the communities we serve.
Provide input on city policies and procedures to address diversity, equity, and inclusion issues.

Community DEI Advisory Board Member

WP Engine

- Enhanced customer satisfaction through personalized account management, achieving a 95% retention rate and driving a 25% increase in recurring revenue.

- Partnered with key stakeholders to deliver actionable customer insights and analytics, boosting product engagement and user satisfaction.

- Led contract renewal and expansion efforts, resulting in a 20% increase in customer lifetime value.

Senior Account Manager

Just For U Fitness

Here is a snapshot of my responsibilities below:

- Help develop tailored custom workouts, nutrition plans for prospective clients. 
- Assist clients with making decisions about how to improve their personal and professional lives.
- Help clients establish goals, line up priorities, and monitor progress.
- Support goal-setting, personal growth, and behavior modification of the clients.

Chief Executive Officer

Intellistack

- Led global customer support operations for 4 flagship SaaS products, improving first response times by 50% and increasing CSAT by 30%.

- Streamlined customer support processes, reducing escalated issue resolution times by 50%, and developed a customer feedback system that boosted NPS by 15%.

- Implemented employee engagement initiatives that improved team morale and reduced turnover by 22%.

Global Manager, Customer Support

UserTesting

- Spearheaded customer experience initiatives that resulted in a 30% increase in contract renewals and a 25% improvement in onboarding efficiency.

- Provided strategic guidance to key stakeholders, leveraging customer insights to drive a 20% improvement in overall customer experience.

- Partnered with cross-functional teams to optimize the customer journey, reducing churn and increasing upsell opportunities.

Senior Enterprise Relationship Manager

Yahoo

- Developed and led a proactive customer success program that reduced churn by 30% and improved customer satisfaction scores by 15%.

- Collaborated with sales teams to identify upsell opportunities, driving a 20% increase in account expansions.

- Led customer onboarding and issue escalation processes, achieving a CSAT score of 4.3/5 consistently.

Team Lead Customer Success Manager- Large Enterprise Sales

I work closely with the Executive Sponsor and D&I to develop, implement and be accountable for Verizon Media’s goals in support of VM’s overall business objectives regarding 1) talent attraction 2) retention 3) advancement & professional development, and 4) brand eminence

- Drives alignment with VM’s regional Diversity & Inclusion strategy
- Ensures regional alignment to global strategy
- Help Verizon Media foster a more inclusive workplace and engaged workforce

Omaha Site Lead- BOLD ERG

LinkedIn

- Managed a portfolio of 400-500 SMB accounts, delivering $5M in annual revenue and achieving customer satisfaction rates of 4/5 monthly.

- Improved clients’ return on investment by 43%, generating an additional $2M annually through upsell opportunities.

- Developed customer support strategies that reduced churn to under 30% and enhanced long-term client relationships.

SMB Relationship Manager Talent Solutions

I was part of a team that helped change the way freelancers land jobs by providing a platform to help with growth of their independent businesses . 

Key achievements in this role:

- Identified and mitigated 20% more fraud cases by compiling and analyzing comprehensive lists of accounts with fraudulent activity.
- Reduced fraudulent incidents by 25% by working closely with fraud liaison to identify and address suspicious trends proactively.
- Achieved 95% project completion rate by developing clear goals and driving cross-functional collaboration to meet timelines.

Engagement Consultant (ProFinder)

Parents@LinkedIn

- Planned and led 3 employee resource group events focused on parents, improving satisfaction.
- Grew group membership by 30% in first year by spreading awareness of mission and activities.
- Provided guidance and mentorship to 5 working parents transitioning back from parental leave.

Omaha Site Lead- PAL

As a Customer Success and Support Leader with 10+ years of experience in the tech industry specializing in SaaS businesses and customer experience strategy, I specialize in turning customer journeys into growth engines. From startups to global organizations like LinkedIn, Yahoo, and PayPal, I’ve delivered measurable impact across every stage of the customer lifecycle including renewals, onboarding, adoption, and expansion.

At Michael Management, I lead retention and growth strategies for our mid-market and enterprise clients driving 97%+ GRR and over 99% NRR by aligning SAP training and access solutions to measurable business outcomes. I own the full renewal strategy, proactively surface upsell opportunities, and ensure product alignment with evolving customer goals Prior to that, I led global support teams, improved NPS and CSAT by 25–30%, and reduced resolution times by up to 50%.

My leadership philosophy blends empathy with strategy. I’ve managed teams of 20+, launched DEI programming, and led cross-functional efforts with product, sales, and engineering to turn customer feedback into roadmaps that drive satisfaction and growth.

What I bring to the table:
- Strategic retention & upsell planning (GRR/NRR/NPS)
- Operational improvements that reduce churn & increase value
- High-performance team leadership and onboarding frameworks
- Trusted advisor relationships with enterprise stakeholders
- Leadership grounded in empathy, team development, and cross-functional collaboration

Outside of work, I’m a proud husband, dad to three amazing kids and a lifelong learner passionate about making workplaces more human, more inclusive, and more effective.

Let’s connect if you’re looking for someone who can drive measurable impact, lead high-performing teams, and make your customers feel seen, heard, and valued.


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The Battle

Angelia S.

Ugochukwu Okolo

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