I will improve your customer support operations and team efficiency

Colombia

I speak Spanish, English

virtual Assistant

Hi! I'm Wendy, an experienced virtual assistant with a strong background in BPO operations. With over 10 years of experience, I specialize in customer support operations, process improvement, and admi...

About this Gig

Hello!

My name is Wendy, and I specialize in analyzing and improving customer support operations through workflow optimization and performance metrics. With over 10 years of experience in operations management and customer support leadership, I help businesses strengthen team performance, improve efficiency, and enhance the overall customer experience.

I focus on understanding how your support operations are performing across different support channels and identifying opportunities to improve key operational processes and metrics.

Key metrics I can help analyze and improve:

Service Level Agreements (SLA)
Customer Satisfaction (CSAT)
First Response Time (FRT)
Resolution Time
Average Handle Time (AHT)
Customer Effort Score (CES)
Quality Assurance performance
Ticket volume and workload distribution

Support channels I can help evaluate:

Inbound calls
Outbound calls
Chat support
Messaging and ticket systems

Through this analysis, I provide practical insights and recommendations to optimize workflows, improve KPIs, and strengthen your customer support operations.

Please send me a message before placing an order so we can discuss your needs and ensure the best results.