Customer Operations Performance Reset
Turn inconsistent frontline execution into a clearer operating standard.
Give managers standards they can reinforce and leadership performance they can measure.
A six-week hybrid consulting engagement for Heads and Directors leading growing 20–200-agent customer support organizations.
SHEENA LANHAM | CUSTOMER SUPPORT & OPERATIONS LEADER
25+ Years in Customer Support & Operations
E-Commerce + Fintech
E-Commerce + Fintech
FanDuel Group + Barnes & Noble
Customer Support & Operations Experience
Customer Support & Operations Experience
Led 7+ Teams of 20+ Agents Each
Helped improve Quality 20%, CSAT 29 points, and reduce AHT by 4 minutes
Helped improve Quality 20%, CSAT 29 points, and reduce AHT by 4 minutes
You think it’s your people. It may actually be the workflow.
Performance problems are often answered with more training, coaching, or accountability. But the breakdown may sit between policy, workflow, frontline expectations, measurement, manager coaching, and escalation.
Address a defined performance problem with focused senior operational expertise before assuming the answer is more headcount, more training, or more technology.
By the end of Week 2: Leadership will know which operational gaps deserve priority attention and why.
How the Six Weeks Work
1. DIAGNOSE
Weeks 1–2
Weeks 1–2
Review performance evidence, workflows, scorecards, escalation practices, and stakeholder perspectives. Milestone: evidence-backed diagnosis.
2. CORRECT
Weeks 3–4
Weeks 3–4
Correct priority workflows and expectations, establish ownership, and align performance measurement. Milestone: clearer operating standard.
3. SUSTAIN
Weeks 5–6
Weeks 5–6
Equip managers to reinforce the standard and deliver a 90-day sustainment plan. Milestone: sustained management ownership.
What You Walk Away With
- Performance Diagnostic
- Priority Workflow Correction Plan
- Manager Coaching Playbook
- 90-Day Sustainment Plan
Strong Fit If
- You see inconsistency but cannot confidently identify the operational cause.
- Reports show symptoms without showing what to correct.
- Your teams work in Salesforce or a similar CRM system.
- Escalations, rework, or resolution friction create pressure.
- Prior training or coaching has not produced a sustained standard.
- Managers or teams handle similar situations differently.
Your Team’s Time Commitment
About 7 structured sessions across six weeks. Most participating managers: 3–4 hours total. Executive sponsor: 4–6 hours total. I handle the analysis, documentation, and preparation between meetings.
$10,000 | Six Weeks
$3,000 Diagnose | $3,500 Correct | $3,500 Sustain
Diagnostic decision point: At the end of Week 2, if we find at least one clear operational gap backed by data that is significant enough and within scope to correct, we move into Correction. If not, you keep the completed diagnostic findings and there is no further investment required.
Start with the two-week Customer Operations Performance Diagnostic.
Investment to begin: $3,000
Schedule a Performance Fit Call