Hi, I am Jake, a Customer Support Operations and Workforce Management Specialist with over 10 years of experience supporting US-based telecom, cable, and eCommerce accounts.
I help businesses run efficient customer support teams by improving staffing, scheduling, and performance reporting.
What I can do for your business:
Forecast customer support volume (chat, email, phone)
Create efficient staff schedules
Monitor real-time performance (service level, AHT, occupancy)
Build Excel and Google Sheets dashboards and reports
Improve team productivity and reduce idle time
Help train and guide support agents
I have worked with global companies such as 24/7.ai, Teleperformance, and Convergys, supporting high-volume operations and international customers.
I am detail-oriented, data-driven, reliable, and proactive. I also communicate clearly and work well with remote teams.
If you need someone who understands both customer support operations and data analysis, I would be glad to help your business grow.
Please send me a message so we can discuss your needs.
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