Support Operations Overhaul
Rebuilt customer support infrastructure using Zendesk, cutting response times and improving customer satisfaction.
The Challenge
Support tickets were getting lost. No SLAs, no visibility, no way to measure performance. Customers were frustrated.
The Outcome
First response time dropped from days to hours. CSAT scores increased 40%. Team finally had data to improve.
What Was Delivered
Key deliverables
Zendesk implementation and customisation
SLA framework design
Reporting dashboard creation
Agent workflow optimisation
Approach
How I work
Every project starts with understanding the real problem—not just the symptoms. I scope for impact, build for performance, and document for handoff. The goal is always sustainable change, not quick fixes that create technical debt.
Facing a similar challenge?
I'd be happy to discuss your situation and explore whether I can help.