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Continuing Innovation in Customer Service: An Interview with the New Calero-MDSL VP/GM, Michael Fameli

Dec 3, 2021

Michael Fameli joined Calero-MDSL in November 2021 as VP/GM, continuing the momentum of enhancing our customer experience.

Michael is an experienced enterprise leader and brings a wealth of knowledge and expertise across both technology and operations leadership. Throughout Michael’s career, he has held senior leadership positions in technology, product, service delivery and client experience.

What is your approach to leadership?

Effective communication is at the heart of my approach. When communication is the priority, it provides clarity and alignment to the team, creating a solid foundation for accountability. Within the art of communication, the key is active listening. I seek to understand the challenges facing our team, and develop a plan of action that addresses the needs of our customers and our team members, to deliver collective success.

How do you continue to evolve the customer experience in an established company?

Service delivery requires continuous improvement and a concrete partnership with product development. We're delivering service that centers around software, utilization and optimization for large enterprises - this internal relationship is essential to our clients' success. We are the voice of our customers, translating their needs to the product development group. We must efficiently evaluate and communicate feedback to deliver quality service.

What role does technology play in operations?

In addition to our focus on customer experience, technology plays a major role in how we develop our services. We have to keep the product technology top of mind when problem solving and building improvements. This is why the relationship we have to product development is so essential. The technology is what helps our team manage the appropriate expectations of our customers.

What are some important keys to client confidence in the TEM space?

What really increases customer confidence in TEM is when vendors don't just stick to the contract. At Calero-MDSL we go above and beyond the written expectations. This is done by truly understanding the clients' business, use case, and how we can better cater to their wants and needs. This heightened understanding of what role TEM plays in our customers' business is what ensures their confidence and success, and delivers the value they expect.

What values do you hope to instill in employees to further innovate service with Calero-MDSL?

Open communication is key. I want employees to feel like they can speak up - driving innovation continuous improvement and cannot be executed without sharing our ideas and challenges. Collaborating on the detailed work that we do and communicating with each other benefits the group and increases efficacy. Every hurdle is a learning experience and is worth discussion.

 

Written by Stephanie O'Malley

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