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.