There’s nothing more important to customer care than someone who goes above and beyond to ensure every customer has the tools and support they need to succeed. Charles Luza doesn’t just meet this standard, he kicks it up a notch with his patience and dedication to his customers.

Charles joined the AutoLoop XRM^™ team in February 2013 as the Assistant Customer Care Manager in Tech Support. Hitting the ground running, he provided the expertise his customers needed to maximize the benefits they get out of the XRM product lineup. In July 2014, he was promoted to Customer Care Manager, continuing the pattern of excellence he set in Tech Support. A true jack-of-all-trades, he does more than is required to make certain every customer is fully versed in the system and comfortable with the functionality. He even takes time out of his busy day to work one-on-one with managers at the dealerships that need a little extra assistance.

“Charles does an outstanding job of taking care of our clients,” said Sherry Collins, Product Manager of XRM. “He really cares about them and wants to ensure they all have a fantastic experience with our products.”

When Charles isn’t busy bringing dealers up to speed on all things XRM, you can find him enjoying a Texas A&M football game, cooking up a storm, and exploring the outdoors camping and skiing. The same dedication he puts into his work shows in his family life, too: Charles supports his daughter at her swim meets and spends time with his son practicing football, playing video games, and participating in Boy Scouts.

Know an XRM superstar you’d like to shout out? Email Director of Field Development Ken Brahier at kbrahier@car-research.com with your comments and we may feature them in the coming months.