Jim Leasure Email Address

Technical Support and Technical Account Management Leader

Tele-Tracking Technologies has grown to be the leading provider of workflow automation solutions to the healthcare industry. As the first organization to address bed turnover issues more than twelve years ago, Tele-Tracking continues to develop and introduce ground-breaking workflow automation solutions to strengthen and enhance hospital operational efficiencies. Our proven Capacity Management Solutions have revolutionized what were historically acceptable processes in the healthcare industry, expediting bed turnover, patient placement and transport processes in more than 650 hospitals throughout North America.

A Customer Support leader and process improvement specialist with 28 years of experience in the technical Customer Support industry, specific to on-premise and SaaS proprietary software applications. Recognized as a Certified Support Manager by Service Strategies Corporation. Expertise in directing technical support teams, analyzing support data, and driving support delivery process, with customer loyalty as the primary focus. This experience, combined with Six Sigma training and project successes, give an all-encompassing, user-to-executive understanding of the support delivery process. Specialties: Customer Support team leadership Customer Success Customer Support best practices Continuous Process Improvement Data analysis Building customer-centric and metrics-based support cultures Net Promoter Score (NPS), including market segmentation analysis and action plans Support tools -- CRM, ACD & telephony, 3rd-party survey tools, etc.