Problem

Ticket resolution times were creeping up, and customer satisfaction was slipping. Leaders suspected a skills gap, but didn’t have a clear picture of what was holding reps back—or what kind of training would actually move the needle.

Solution

This performance-based needs assessment combined interviews, skills assessments, and ticket data analysis to identify where support reps were struggling and why. Gaps surfaced in areas like escalation judgment, tone, and troubleshooting clarity. By connecting qualitative insights with hard numbers, I built a training strategy that focused on real behavior change—not just knowledge transfer.

Potential Use Cases

• As part of a larger CX or customer support team transformation

• To inform onboarding or upskilling programs for SaaS support roles

• As a model for performance analysis that blends data with lived experience

Measurement Strategy

The proposed strategy includes:

• Real-ticket simulations with feedback loops

• Coaching aligned to metrics like CSAT and FCR

• Microlearning to build skills in tone, empathy, and judgment

The training plan is designed to improve first-contact resolution by 15–20%, raise CSAT by 0.5 points, and reduce unnecessary escalations.

My Role

I conducted stakeholder interviews, built the skills assessment, analyzed performance metrics, and translated those findings into targeted training recommendations. I also designed the final visual report in Canva to clearly communicate how insight can turn into impact. This piece showcases how I approach performance problems with curiosity, structure, and a bias for real-world results.