Work
Things I've built or fixed in support operations. Each one opens into a longer write-up: what was tangled, what I did, and what changed.
- 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)
- Five data sources, one reporting system Consolidated CRM, telephony, QA, WFM and roster data into an automated reporting layer: ETL pipelines at 200,000+ rows a week feeding 30+ Looker Studio dashboards. Reporting latency −50%, admin workload −40%
- Scheduling a workforce that isn't guaranteed hours Planning and distributing staffed hours across 100+ contractors who choose their own availability, 24/7, in 75+ countries. 2,500+ staffed hours a week, 10,000 at peak, with billable hours held to plan
- A continuity tool built the week a hurricane hit A third of the team lived in one country. When a hurricane hit it, I built a tool that finds who is trained on the at-risk work and available elsewhere, and we recovered every billable hour. Zero service interruption with a third of the team affected. Adopted company-wide.
- Building with AI I built this site with an AI model: the code, the demos, the templates and first drafts of the text. This is how I briefed it, where it went wrong, and how the result was checked. Live within a couple of days, then reviewed by an independent audit.