Rarely in business do you find a somebody that is so well suited to what they do that people just want to work with them. Charles is one of those people. I managed Charles directly from July 2014 to July 2016 and have seen him lead and develop a first class, high volume IT Service Desk during this period. Charles has exceptional people and customer service skills which has steadily helped him develop from an excellent senior analyst to an effective team leader. He was highly valued and well respected by his managers, colleagues and peers and he drove his team to consistently deliver positive performance results against SLA's, quality assurance and customer satisfaction targets. Charles is a genuine, honest and trustworthy person and professional who really cares about the people and quality of IT services that his customers receive. Any team would be fortunate to have Charles leading it.

I managed Charles during his time at BrightHouse, and mentored him in progressing from Senior Analyst to Team Leader. Charles is great at customer service and was always a role model to the other desk analysts. He knows what good customer service is, and strives for it in each and every call. He is also very pragmatic with incidents, always focussing on the customer impact and looking for the fastest resolution. CSAT scores were impressive during Charles' leadership. Charles is a natural communicator who gets along with his work colleagues well - this enables him to both lead his direct reports and escalate issues to peers and managers. He is not fearful of authority and ensured that the issues which matter are escalated to the right level, at the right time. Charles knows what is expected of a Service Desk Team Leader in terms of management reporting, agent management and leadership, continual improvement and quality assurance. I have no reservations in recommending Charles.

Rarely in business do you find a somebody that is so well suited to what they do that people just want to work with them. Charles is one of those people. I managed Charles directly from July 2014 to July 2016 and have seen him lead and develop a first class, high volume IT Service Desk during this period. Charles has exceptional people and customer service skills which has steadily helped him develop from an excellent senior analyst to an effective team leader. He was highly valued and well respected by his managers, colleagues and peers and he drove his team to consistently deliver positive performance results against SLA's, quality assurance and customer satisfaction targets. Charles is a genuine, honest and trustworthy person and professional who really cares about the people and quality of IT services that his customers receive. Any team would be fortunate to have Charles leading it.

I managed Charles during his time at BrightHouse, and mentored him in progressing from Senior Analyst to Team Leader. Charles is great at customer service and was always a role model to the other desk analysts. He knows what good customer service is, and strives for it in each and every call. He is also very pragmatic with incidents, always focussing on the customer impact and looking for the fastest resolution. CSAT scores were impressive during Charles' leadership. Charles is a natural communicator who gets along with his work colleagues well - this enables him to both lead his direct reports and escalate issues to peers and managers. He is not fearful of authority and ensured that the issues which matter are escalated to the right level, at the right time. Charles knows what is expected of a Service Desk Team Leader in terms of management reporting, agent management and leadership, continual improvement and quality assurance. I have no reservations in recommending Charles.

Rarely in business do you find a somebody that is so well suited to what they do that people just want to work with them. Charles is one of those people. I managed Charles directly from July 2014 to July 2016 and have seen him lead and develop a first class, high volume IT Service Desk during this period. Charles has exceptional people and customer service skills which has steadily helped him develop from an excellent senior analyst to an effective team leader. He was highly valued and well respected by his managers, colleagues and peers and he drove his team to consistently deliver positive performance results against SLA's, quality assurance and customer satisfaction targets. Charles is a genuine, honest and trustworthy person and professional who really cares about the people and quality of IT services that his customers receive. Any team would be fortunate to have Charles leading it.

I managed Charles during his time at BrightHouse, and mentored him in progressing from Senior Analyst to Team Leader. Charles is great at customer service and was always a role model to the other desk analysts. He knows what good customer service is, and strives for it in each and every call. He is also very pragmatic with incidents, always focussing on the customer impact and looking for the fastest resolution. CSAT scores were impressive during Charles' leadership. Charles is a natural communicator who gets along with his work colleagues well - this enables him to both lead his direct reports and escalate issues to peers and managers. He is not fearful of authority and ensured that the issues which matter are escalated to the right level, at the right time. Charles knows what is expected of a Service Desk Team Leader in terms of management reporting, agent management and leadership, continual improvement and quality assurance. I have no reservations in recommending Charles.