Claudia Dely F.

💼 I help businesses understand how their operations actually work, identify what is missing or creating friction, and build practical processes that teams can manage, measure, and improve as the business grows. I work with founders, entrepreneurs, managers, and established teams — adapting to the size, structure, and systems already in place. My strength is not being tied to one platform. I learn the environment quickly, understand the workflow behind it, interpret the available data and metrics, and identify the details that may be affecting efficiency, customer experience, quality, or follow-up. HOW I CAN HELP 🔹 **Operations & Process Optimization** • Operational audits and process analysis • Workflow mapping and optimization • SOP development and documentation • Identifying bottlenecks, duplicated work, and gaps in responsibilities • Improving coordination between teams and systems • Creating practical processes that teams can actually maintain 🔹 **Operational Metrics & Performance Analysis** • KPI and operational metrics review • Interpreting performance data regardless of the platform • Identifying trends, gaps, and opportunities for improvement • Helping teams understand what their numbers are telling them • Establishing practical tracking and reporting processes 🔹 **Customer Experience (CX)** • Customer journey analysis • CX audits and service quality evaluations • Digital and in-person Mystery Shopping • Identifying friction points across customer touchpoints • Customer support and service process analysis 🔹 **QA, UAT & Digital Experience** • Manual QA testing for web and mobile applications • User Acceptance Testing (UAT) • Functional and usability testing • Customer journey and workflow validation • Detailed findings, documentation, and actionable recommendations 🔹 **AI, Workflows & Automation** • Identifying practical opportunities to use AI in operations • AI and chatbot evaluation • Conversational QA • Workflow improvement and intelligent task automation • Helping teams use technology to reduce friction rather than adding unnecessary complexity SYSTEMS & TOOLS I have experience working across different operational, customer service, communication, CRM, project management, and collaboration platforms, including: Zendesk, Aircall, Nextiva, CRM systems, ClickUp, Notion, Trello, Asana, Google Workspace, AI tools, and other business platforms. I don't need to know your exact platform beforehand. I focus on understanding how your operation works, what information matters, how the data should be interpreted, and where improvements can be made. MY APPROACH **Understand → Diagnose → Organize → Measure → Improve → Enable** I don't just identify a problem and hand you a report. My goal is to leave you with clearer processes, better visibility, documented workflows, and a practical way for your team to continue making improvements as the business grows. Clients value my ability to adapt quickly, understand complex operations, and notice the small details that others may overlook. If your business has growing pains, disconnected workflows, inconsistent processes, unclear metrics, customer experience issues, or systems that aren't being used effectively, I can help you find where the friction is and what to do next. Available for: • Operations & Process Audits • Process Improvement Projects • CX & Customer Journey Audits • QA / UAT Testing • KPI & Operational Metrics Analysis • SOP & Workflow Documentation • CRM / Workflow Optimization • AI & Automation Projects • Ongoing Operations Support If your business has growing pains, disconnected workflows, inconsistent processes, unclear metrics, customer experience issues, or systems that aren't being used effectively, I can help you find where the friction is and what to do next. If you’re not sure where the bottleneck is, let’s talk. I’ll help you find it. 😊