Hi! I'm Jake, a Customer Support Operations and Workforce Management Specialist with 10+ years of experience supporting US-based Telecom, Retail, Cable, and eCommerce accounts.
I specialize in helping businesses improve customer support operations through forecasting, scheduling, real-time monitoring, reporting, and data analysis.
What I can do:
Forecast workload (Chat, Email & Voice)
Create and optimize staff schedules
Monitor Service Level, AHT, Occupancy & productivity
Build Excel & Google Sheets dashboards
Analyze KPIs and improve operational efficiency
Train and support customer service teams
I've worked with 24/7.ai, Teleperformance, and Convergys, supporting high-volume operations and remote teams. I am analytical, reliable, detail-oriented, and committed to delivering accurate results.
If you're looking for someone who can improve workforce performance and customer support operations, I'd love to help your business succeed.
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