Untangle

Customer service and data don't have to be a mess.

I'm Lara Greco. I've spent 13 years in remote customer support operations, 10 of them running teams, and most of that time building the forecasts, dashboards and processes those teams needed. I untangle support operations one thread at a time.

See my work Download my CV
  • 5,000+weekly contacts across chat, tickets and phone, 24/7
  • 100+agents in 75+ countries, 11 direct reports
  • 28% → <10%forecasting error variance after I rebuilt the model
  • +20 ptsCSAT, sustained at 75–80%
  • −60%contractor attrition
  • 30+live dashboards on 200,000+ rows a week

Four kinds of knots I'm good at

  • Support operations

    I've run 24/7 omnichannel support at 5,000+ 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.

  • Forecasting and workforce management

    I plan and distribute 2,000+ 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.

  • 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. My rule is that a report should update itself, or it isn't done.

  • Quality

    I design QA frameworks from the rubric up and 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

  1. 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.

  2. Pull gently

    Fix the process before buying a tool. Automate the repetitive parts. Retire the reports nobody opens. I prefer small changes in a sensible order to a big rebuild that nobody has time to absorb.

  3. Weave it back

    I leave behind dashboards, documentation and habits so the fix holds after I've moved on. That's why I've written 100+ SOPs and runbooks over the years.

Selected work

A few things I've built or fixed. Each one opens into a longer write-up.

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. That got me moved into a lead role.

For the last 7 years I've run a major US streaming account as a standalone business unit: 11 direct reports, 100+ contractors, 24/7 across chat, tickets and phone. Alongside it, a ten-year account for a Japanese AAA game publisher in seven languages, where I've been the Zendesk admin and wrote the public knowledge base.

Over those years I've built most of the tooling my operations run on: forecasting models, QA frameworks, ETL pipelines and dashboards. If I could keep only one part of the job, it would be that one.

I work fully remote from Piedmont, Italy, with flexible hours around CET. 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.

Based
Piedmont, Italy, on CET
Setup
Fully remote, flexible hours around CET
Scale
11 direct reports, 100+ agents, 75+ countries
Languages
Italian, English, French, Japanese
Open to
Full-time remote roles, and consulting through Untangle

Work with me

Hire me full-time

I'm looking for a fully remote role, on flexible hours around CET, where I own operations and the data behind them. The titles I'm aiming at:

  • Customer Service Operations Manager / Head of Support
  • Workforce Management & Forecasting Manager
  • Quality Assurance Manager
  • CX Analytics & Reporting Lead
Email me about a role Download my CV

Bring me in for a project

Through Untangle I also take on shorter engagements: reporting audits, dashboard builds, QA program design, scheduling systems, or a review of what's going wrong in a support operation and what to do about it.

Tell me about your knot