Jovana A.

Client support overwhelmed? Turn it into a growth lever.

Is your support accumulating repetitive tickets, your teams are exhausted, and your clients feel ignored?

I help SMEs and scale-ups structure scalable customer support: high-performing knowledge base, clear decision trees, measurable automations, and product-marketing-ops alignment to reduce friction and improve customer experience.

What I do:

• Ticket and journey audit to identify root causes (the 20% generating 80% of the volume).

• Knowledge base design/redesign (architecture, taxonomy, response templates, governance).

• Creation of workflows, macros, triggers, and bots to deflect and accelerate resolution.

• Coaching internal teams and BPOs to harmonize quality, tone, and deadlines.

KPIs tracked:

Deflection, TTR (Time To Resolve), FCR (First Contact Resolution), CSAT, cost per ticket, escalation rate.

References:

At Uber (France, Switzerland, Belgium), I led a BPO absorption project: the self-service resolution rate increased from 70% to 92% in 6 months thanks to the redesign of internal content, automations, and workflows.

Support Packages:

Diagnosis & Roadmap: audit, blockage mapping, impact prioritization, 90-day plan.

Knowledge Base + Training: structure, writing, style guide, update rituals, team/BPO training.

Complete Redesign & Automation: end-to-end workflows, scenarios, QA, dashboards, iterations.

Why choose me:

• Concrete results: reduction in manually handleable volume, increase in CSAT.

• Data-driven approach: decisions guided by in-depth ticket analysis.

• Scalability: robust processes that support growth.

Not sure where the real problem lies yet?

That's precisely my role to discover it.

Contact me for a diagnosis and a roadmap tailored to your ticket volume and tools.