Angelo Bresci

Background

About Angelo Bresci

Throughout my career, I’ve helped global organizations deliver best-in-class technical support. Working with a variety of global teams across growing companies has given me an unrivaled understanding of support operations, and provided me with deep perspective on how to best optimize customer support to minimize costs while maximizing customer satisfaction.As a leader, I maintain a calm, confident presence while clearly communicating to set high expectations, optimize team structures, and build scalable global operations. By working across organizational silos to build relationships with globally distributed teams, I’m able to earn the trust of my peers and the respect of those I manage.The core of my philosophy is rooted in simultaneously advocating for company strategy and customer needs to create a customer experience that emphasizes transparency, predictability, and a reduction of customer effort.This has helped me: Improve organizational efficiency and scalability by transforming support structures from single-tier to multi-tier escalation models. Establish documented career ladders to support team growth and development. Scale a globally distributed support team while managing globally distributed teams across the US, the UK, and the Philippines supporting the Enterprise AI platform used by 20% of Fortune 100. Guide teams to elevate customer satisfaction to 99%(5% above Zendesk's global benchmark).As I look towards the future, I’m excited to continue to optimize global support operations while mentoring support professionals to reach their fullest potential.