Illuminating Areas of Opportunity

Infographic of a 30-60-90 day support operations strategy. Includes onboarding, systems improvement, performance metrics, and CX planning milestones. Visual arrows indicate the progression from reactive to structured support delivery.

Strategic Planning for Scalable Support

Support operations are often reactive by default—buried under contacts, ad hoc decisions, and legacy tools. I developed this 30-60-90 strategy to change that. It laid the groundwork for transforming a fast-growing service team into a focused, data-informed operation that could scale sustainably while delivering a more seamless customer experience.

CX team development plan detailing hourly pay structure, competency milestones, training expectations, and merit review cycles. Designed to support support agent growth through onboarding, evaluations, and advancement. Created for a healthcare-focuse

The Challenge & My Approach

The team was scaling quickly without a strong foundation—no shared KPIs, no onboarding infrastructure, and no consistent systems across workflows.

My approach focused on:

  • Building a 30-60-90 roadmap tied to measurable outcomes

  • Establishing onboarding and knowledge systems

  • Defining metrics like First Contact Resolution (FCR)

  • Aligning team structure and tools for scalable growth

  • Laying the groundwork for 1–3 year ops evolution while fixing immediate gaps.

Drive for Results

With shared metrics, onboarding infrastructure, and clear workflows, the team delivered smoother support experiences—without burnout or headcount increases. Leaders had dashboards for insight. Agents had the tools to succeed.