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 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.
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.
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