I am a successful manager of distributed technical support teams that resolve issues for customer IT staff and end-users of SaaS applications, hosted managed systems, and premises-based enterprise application suites. My approach as a leader recognizes that customer satisfaction is the fundamental goal of technical and customer support. To consistently improve customer satisfaction, I steer teams through empowerment, skills development, mentoring, and attention to detail. My teams are engaged employees and dedicated advocates for the customers they help.I have designed and developed the metrics I use to measure case-handling quality, and utilize the results to coach support analysts toward superior performance, and to ensure that Service Level Agreement (SLA) goals, Key Performance Indicator (KPI) objectives, and call center targets are met.I’m technically adept with strong leadership and people skills. I write well and speak clearly, and communicate effectively with customers, staff, and upper management. I have excellent diagnostic instincts and I love to fix problems. I’m dedicated to continuous process improvement and increased productivity, through new procedures or incremental changes to existing methods. Steve Charloff919.608.2424steven.charloff@precisely.com
Listed skills include Solution Selling, Sales Engineering, Consulting, Business Analysis, and 12 others.