You will get a call center performance review with clear, actionable improvements
Project details
I bring real-world experience leading high-volume call center operations and improving measurable performance. My approach is structured, practical, and focused on identifying what’s not working and delivering clear, actionable steps to improve response times, reduce escalations, and strengthen overall service delivery.
I focus on quickly assessing operational gaps, improving workflow efficiency, and creating accountability within teams. Recommendations are grounded in real-world application, designed to be implemented without unnecessary complexity, and aligned to your specific goals and priorities.
I focus on quickly assessing operational gaps, improving workflow efficiency, and creating accountability within teams. Recommendations are grounded in real-world application, designed to be implemented without unnecessary complexity, and aligned to your specific goals and priorities.
Project Type
Project Management, Customer Support, OtherWhat's included
| Service Tiers |
Starter
$150
|
Standard
$250
|
Advanced
$400
|
|---|---|---|---|
| Delivery Time | 3 days | 5 days | 7 days |
Number of Revisions | 1 | 1 | 2 |
Frequently asked questions
About Susan
Call Center Operations Consultant | Customer Experience & Performance
Henderson, United States - 7:56 pm local time
Specializing in small to mid-sized operations experiencing growth or service breakdowns.
Most call centers struggle with the same issues: long wait times, inconsistent service, and a lack of structure.
That’s where I come in.
I help improve call center performance by identifying operational gaps, strengthening workflows, and building accountability. My focus is always on measurable results, faster response times, fewer escalations, and stronger customer retention.
In my experience leading high-volume customer operations, I’ve reduced wait times from 7–20 minutes to 2–5 minutes, minimized escalations to near zero, and supported a 96% repeat customer rate. These results come from structured processes, clear expectations, and disciplined execution.
I can help you:
• Reduce wait times and improve service levels
• Identify inefficiencies and eliminate bottlenecks
• Strengthen team performance and accountability
• Implement KPI tracking and performance visibility
• Improve customer experience and retention
Whether you need stabilization, process improvement, or an experienced second set of eyes, I bring a practical, results-focused approach grounded in real-world operations.
Available for short-term assessments, targeted improvement projects, and ongoing operational support.
Steps for completing your project
After purchasing the project, send requirements so Susan can start the project.
Delivery time starts when Susan receives requirements from you.
Susan works on your project following the steps below.
Revisions may occur after the delivery date.
Review Current Operations
I review your current workflows, service structure, and any provided data to understand how your operation is functioning today.
Identify Key Gaps
I identify performance gaps, bottlenecks, and areas impacting response times, service levels, and overall efficiency.