You will get : Opportunity Coaching for Customer Support Agents
Project details
What sets this project apart is the focus on System Confidence. Most coaches only check for "politeness," but I identify where technical hesitation or tool friction is actually causing poor soft skills. I bridge the gap between knowing the SOP and executing it with authority.
Great customer support is more than just following a script—it’s the intersection of technical mastery and human connection.
Many agents struggle with soft skills not because they aren't "nice," but because they lack System Confidence. When an agent is fumbling with your CRM or unsure of an SOP, their empathy drops and your CSAT suffers.
I bridge that gap. By auditing real interactions, I identify exactly where your team is losing time or missing opportunities to "wow" your customers.
Great customer support is more than just following a script—it’s the intersection of technical mastery and human connection.
Many agents struggle with soft skills not because they aren't "nice," but because they lack System Confidence. When an agent is fumbling with your CRM or unsure of an SOP, their empathy drops and your CSAT suffers.
I bridge that gap. By auditing real interactions, I identify exactly where your team is losing time or missing opportunities to "wow" your customers.
Project Type
OtherWhat's included
| Service Tiers |
Starter
$50
|
Standard
$150
|
Advanced
$350
|
|---|---|---|---|
| Delivery Time | 3 days | 5 days | 10 days |
Number of Revisions | 1 | 2 | 3 |
Frequently asked questions
About Victoria
Customer Service,Process Improvement, AI Generalist,British Voice Over
Las Vegas, United States - 7:50 pm local time
Customer-focused care coordinator with 5+ years of progressive experience in customer support, operations, and team leadership across remote environments.
Proven ability to streamline processes, lead initiatives, and elevate service quality through data analysis, cross-functional collaboration, and personalized coaching. Adept at resolving complex
issues with empathy and efficiency, driving customer satisfaction while meeting KPIs and SLAs in fast-paced, high-volume industries including healthcare, e-commerce, and financial services.
Steps for completing your project
After purchasing the project, send requirements so Victoria can start the project.
Delivery time starts when Victoria receives requirements from you.
Victoria works on your project following the steps below.
Revisions may occur after the delivery date.
Onboarding & System Access
I verify access to your CRM/Helpdesk and review your provided SOPs, brand voice guidelines, and specific KPI goals to ensure my auditing aligns with your business standards.
Audit & Observation Phase
I perform a deep-dive review of ticket interactions or call recordings, specifically looking for "System Confidence" gaps, missed soft-skill cues, and SOP deviations.