Operational excellence,
turning service teams into a competitive advantage.
I help mid-sized B2C operations and contact centres tighten KPIs, reduce escalations and lead multilingual support teams that customers actually thank. A decade of supervisor-level experience at Amazon, Vodafone (via Assist Digital) and in finance — applied to your operation.
Free 30-min call · No commitment · Replies within 1 business day
- Years in operations leadership
- 10+
- Largest team supervised (agents)
- 40+
- Working languages
- 5
Years in operations leadership
Largest team supervised (agents)
Working languages
Consulting services for service-led businesses
Practical, hands-on engagements grounded in ten years of supervisor-level experience. Each scope is shaped to your operation — no boilerplate decks, no generic frameworks.
Operations & team leadership
Build, structure and lead service teams that perform under pressure. Hiring profiles, shift design, supervisor coaching, escalation paths — drawn from leading 40+ agents at Amazon.
KPI diagnostics & uplift
Audit CSAT, AHT, FCR, quality and adherence; identify the few metrics that actually move the business; install monitoring and coaching loops your team can sustain.
Escalation & complex case handling
Design escalation frameworks for delivery, billing and technical issues. Reduce repeat contacts and protect customer trust on the cases that matter most.
Multilingual customer operations
Set up or improve EN / DE / IT customer support for European markets. Tone, language coverage, routing, quality assurance and supervisor structure — done by someone who works in five languages daily.
Coaching & quality assurance
Embed performance feedback that agents and team leaders take seriously: calibration, side-by-side coaching, structured QA scoring, retention-friendly improvement plans.
Financial analysis & planning
For founders and ops leaders without a CFO: budget reviews, cost-per-contact analysis, headcount planning and credit-style risk assessment, drawn from a finance and banking background.
A decade leading service operations across borders.
I’m Gerson Ago — a Germany-based operations and customer service consultant with more than ten years of supervisor-level experience. I’ve led teams of up to 40 agents and 4 quality assistants at Amazon Web Services in Italy, run telecom escalations on the Vodafone account at Assist Digital, and started my career as a credit analyst and financial controller in banking and construction.
That mix matters: most consultants either understand people or numbers — I’ve had to deliver both. Today I help service-led companies in Germany, Italy and the wider EU translate that experience into clearer KPIs, calmer escalations and teams that stay.
Team leadership
Led 40+ agents and 4 QAs daily; built supervisor pipelines.
KPI excellence
Hands-on with CSAT, AHT, FCR, quality and adherence.
Multilingual
Working in EN, IT, DE, SQ and basic EL across European teams.
Finance background
Credit analysis and financial controlling in banking and construction.
100%
Hands-on, no decks-only
A four-step engagement, kept simple on purpose.
No twelve-page decks. We move fast, document what matters and leave you with something your team can actually use.
- 01
Discovery
A free 30-minute call to understand your operation, the pain points and what good looks like for you.
- 02
Diagnosis
I review KPIs, listen to calls or read tickets, talk to supervisors and surface the few issues actually worth fixing.
- 03
Strategy
A short, written plan: what to change, in what order, with which owners, and how we will know it worked.
- 04
Execution & follow-up
I work alongside your team to implement, then check in until the change holds — not just until the invoice clears.
Senior operator, not just an advisor.
Four reasons clients keep the conversation going past the discovery call.
Real supervisor experience
Decisions come from someone who has actually run the floor at scale — not from a slide library. I’ve been the one accountable for CSAT on Monday morning.
Multilingual by default
EN, IT, DE plus Albanian and basic Greek. Useful when your operation spans Italy, Germany and Eastern Europe — and when nuance matters in escalations.
Clarity over jargon
Plain language, written deliverables your team will read, KPIs you can defend in a board meeting. No buzzword theatre.
Senior point of contact
You work with me directly. No junior associates, no offshore handoffs, no surprise rebrands of the engagement.
Common questions
Everything you usually ask before the first call.
Who do you typically work with?
Mid-sized B2C operations and contact centres in Europe — particularly in Italy, Germany and Albania — that rely on multilingual customer support and want sharper KPIs without ballooning the org chart.
How are engagements structured?
Most start with a fixed-scope diagnostic (typically 2–4 weeks), followed by an optional execution phase priced by deliverable or by retainer. You always know what you are paying for and what you receive.
Do you work remotely or on-site?
Both. I am based in Ottersweier, Germany and work remotely across the EU, with on-site visits when the engagement benefits from it (calibration sessions, supervisor coaching, escalation reviews).
Which languages can you operate in?
I deliver engagements in English, Italian and German. I also speak Albanian natively and have working Greek, which is useful for South-Eastern European operations.
Will I be working with you, or with a junior?
You work with me directly. There are no associates, no white-labelled subcontractors and no surprise handoffs.
What does a discovery call involve?
30 minutes, no obligation. We talk about your operation, the metrics and people pain points, and whether I am the right person to help. If I am not, I will say so and point you elsewhere.
Ready to make your operation calmer and sharper?
Book a free 30-minute discovery call. No deck, no pitch — just a clear, honest conversation about whether we are a fit.
Replies within 1 business day · EN / IT / DE