Customer service and data don't have to be a mess.
Follow the thread. Find the fix.
I'm Lara Greco. I've spent 13 years in remote customer support operations, 10+ of them running teams. Alongside that, I built the forecasts, dashboards and processes those teams needed.
Looking for a fully remote role leading support operations, WFM or QA. Available now.
- 5,000+weekly contacts across chat, tickets and phone, 24/7
- 100+agents in 75+ countries, 11 direct reports
- 28–30% → ≤10%gap between forecast and actual volume in a normal month, after I rebuilt the model
- +20 ptsCSAT, from 55–60% to around 75–80%
- 14% → <3%monthly attrition, early 2024 vs 2026
- 30+dashboards fed by 200,000+ rows of data a week
Four kinds of knots I'm good at
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Support operations
I've run 24/7 omnichannel support at 5,000 to 10,000 contacts a week: SLAs, escalations, client QBRs, and the CRM underneath it all (Zendesk, Kustomer and Amazon Connect, at admin level). I've also launched a phone channel from nothing and a 16-language support desk on a short timeline.
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Forecasting and workforce management
I've planned 2,500+ staffed hours a week, and around 10,000 at peak, across 100+ contractors in 75+ countries. I build the volume and headcount models myself and run intraday on top of them.
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Data, dashboards and reports
I've built 30+ Looker Studio dashboards fed by ETL pipelines that handle 200,000+ rows a week, plus 60+ low-code automations around them. I build reports that update themselves.
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Quality
I design QA frameworks from the rubric up and have run programs of up to 500 reviews a week on AI QA platforms, with coaching built on the results. I track CSAT as a separate measure, because it tells you how customers felt rather than how well the work was done.
How I untangle things
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Find the loose end
I start with the data and with the people doing the work. The two usually disagree, and that disagreement is normally the best clue about where to begin.
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Pull gently
I fix the process before anyone buys a tool, and I retire the reports nobody opens. I prefer small changes in a sensible order to a big rebuild that nobody has time to absorb.
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Weave it back
I leave behind dashboards, documentation and habits so the fix holds after I've moved on. Over the years that added up to 100+ SOPs and runbooks.
Selected work
A few things I've built or fixed. Each one opens into a longer write-up.
- Forecast gap, from 28–30% to 10% or less Took over the volume forecast for a 24/7 operation across phone, chat and tickets, though forecasting wasn't part of my job, and rebuilt it around real contact history so staffing ran on numbers the team could trust. Gap between forecast and actual volume cut from 28–30% to 10% or less in a normal month
- A QA program built from the rubric up Designed the QA framework for a 24/7 omnichannel operation: rubrics, weights and scoring philosophy, running at up to 500 reviews a week on AI QA platforms, with a weekly coaching loop. Latest rubric revision lifted quality scores about 5%; frameworks adopted company-wide
- Monthly attrition from about 14% to under 3% New hires were leaving after a handful of shifts. Gave recruiting a clear brief, rebuilt onboarding around the first 90 days, and added an early risk rating so the people most likely to struggle got help first. Monthly attrition from about 14% in early 2024 to under 3% in 2026
- CSAT up 20 points after a survey redesign The survey was asking a question that meant different things to customers and to the team. Rewrote it, renamed the teams customers were being sent to, and measured the effect with A/B tests. CSAT from 55–60% to around 75–80%
- Phone support, live in under two months Took an account that had only ever done multilingual tickets and launched US phone support in 2020, from the first planning call to go-live in under two months. Two years later, did the same for chat. Phone live in under two months (2020); chat stood up from zero (2022)
Toolkit
Templates and a guide taken from how I run operations. Free to download and change. Every name and number inside is invented.
- Guide Rating new-hire risk: green, amber, red A simple way to decide which new people need more support in their first months, and to check whether you guessed right.
- Template Team roster and attrition template Track who's on the team, where each new person is on their glide path, and when and why people leave. Attrition, leave reasons and hiring plans calculate themselves. Download the Excel file
- Template QA scorecard template A three-section QA rubric with Yes / No / N/A scoring and section-level critical fails, plus agent and team views that show where coaching and training should go. Download the Excel file
About me
I started working in BPO operations in 2013, as a support agent and moderator. Two years in, a client's product broke while my manager was away. I escalated to the client, checked whether the issue hit the other languages too, coordinated the response across the team and kept the client updated until it was fixed. Around the same time I'd started a workflow analysis on my own, which turned up recurring inefficiencies. By then I was already doing much of a manager's job, and in 2015 I was moved into management.
From 2019 to 2026 I was Senior Operations Manager on a major US streaming account, run as a standalone business unit: 11 direct reports, 100+ contractors, 24/7 across chat, tickets and phone. Alongside it I ran a ten-year account for a Japanese AAA game publisher in seven languages, where I was the Zendesk admin and wrote the public knowledge base.
Over those years I built most of the tooling my operations ran on: forecasting models, QA frameworks, ETL pipelines and dashboards. I also work in SQL, and I use LLM tools for QA review, reporting drafts and first-draft SOPs. I check everything they produce before it goes out. This site is an example: how I built it with AI.
I work fully remote from Piedmont, Italy, on flexible hours. Italian native, English C2, French B2, Japanese JLPT N3.
Tools I've run operations on: Zendesk, Kustomer, Amazon Connect, Looker Studio, Google Apps Script, Observe AI, Level AI, Klaus, Celayix, Deputy, Tanda, Teambridge, Slack Workflow Builder.
Outside work
I learn languages for fun and build small apps for my own life: a household manager, a desktop productivity app, and a couple of browser games I made as gifts. I do ballet and judo, cook a lot, read whatever I can get my hands on, and share the house with three cats and two dogs.
- Availability
- Available now
- Based
- Piedmont, Italy (CET/CEST)
- Setup
- Fully remote, flexible hours
- Scale
- 11 direct reports, 100+ agents, 75+ countries
- Languages
- Italian, English, French, Japanese
- Certified
- Six Sigma Yellow Belt (6sigmastudy, 2026) · SQL Basic (HackerRank, 2026)
- Open to
- Full-time remote roles, and consulting through Untanglify
Work with me
Hire me full-time
I'm looking for a fully remote role where I own support operations and the data behind them, on flexible hours around Italian time (CET/CEST). Available now.
Problems I can take off your plate
- Your forecast keeps missing. I rebuilt one from a 28–30% gap to 10% or less.
- New hires leave in their first months. I cut monthly attrition from about 14% to under 3%.
- CSAT is flat and nobody knows why. I raised it 20 points by fixing the survey.
- Reviewers score the same ticket differently. I build rubrics, calibration and a weekly coaching loop, at up to 500 reviews a week.
- Your weekly report is built by hand. I replaced ours with 30+ dashboards that update themselves.
- You're launching a new channel. I took phone support live in under two months, then built a chat team from zero.
How I lead
I try to be a calm, positive presence, especially when something breaks. I want the people who report to me to feel reassured and to know I've got their back. And I bring my sense of humor to work.
Over the years I've hired, onboarded and trained 100+ people, and many of them moved into management roles.
Roles I'm aiming at
- Senior Operations Manager / Head of Support
- Workforce Management & Forecasting Manager / Head of WFM
- Quality Assurance Manager / Head of Quality
Or bring me in for a project
Through Untanglify I also take on short projects with a fixed scope, agreed before we start. If I join a team full-time, Untanglify goes on pause.
- Operations review 2–3 weeks I look at how your support operation is set up: team structure, channels, tools, processes, metrics and costs. You get a written report ranking what to fix first, and a 90-day plan to do it.
- Reporting audit 2 weeks I go through every report and data source you have and hand back a written plan: what to keep, what to automate and what to retire.
- Dashboard build 2–3 weeks One dashboard on your own data, built around the numbers your team actually uses, that updates itself.
- QA program design 3–4 weeks A rubric written around your policies, a calibration session so reviewers score the same way, and a weekly coaching routine.
- Scheduling system review 2 weeks A check of your forecast accuracy and scheduling rules, and a staffing model your team can keep using.