Billy J.

Your business should not depend on you chasing people, rebuilding the same process, or personally rescuing every customer issue. When work keeps slipping, meetings create discussion but no follow-through, KPIs exist but do not drive decisions, and the team waits for the founder to decide what happens next, the problem is not effort. The problem is operating control. I step in as a Fractional COO and Systems Architect to build the structure that turns scattered work into accountable execution. Enterprise-grade experience, scaled for your business At TELUS Digital, supporting Western Union, I helped launch and stabilize a multilingual remote operation that expanded across three staffing waves to more than 30 agents. I did not just manage KPIs. I built the trackers, reporting structures, management cadences, coaching systems, and accountability controls required to make performance visible and controllable. My strongest lane is founder-led service businesses, agencies, SaaS teams, outsourcing companies, and remote customer-facing operations. I bring more than five years of experience leading multilingual operations across English, Spanish, French, and Haitian Creole. What I build, optimize, and engineer for you: • Operating Rhythms: Clarify priorities, owners, deadlines, decision rights, and executive follow-through. • Work Management Systems: Architect clean, automated workspaces in ClickUp, Asana, Monday/com, or Notion. • SOPs and Workflows: Design standard operating procedures, automated trackers, and Zapier-powered escalation rules that stop work from living inside people’s heads. • Customer Support Systems: Build help desk architectures in Zendesk, Intercom, or Freshdesk, along with quality assurance systems, staffing controls, and escalation processes. • KPI Dashboards: Create management reviews that turn data into decisions instead of merely describing problems. • Team Accountability and Leadership: Establish performance management systems, coaching routines, and supervisor structures. I am not another pair of hands waiting for instructions. I identify where execution is breaking, define who owns the correction, build the operating system, and establish the cadence that keeps work moving. Proven results: • Helped scale an enterprise operation from launch through three staffing waves and more than 30 agents. • Led a 12-person remote appointment-setting team and improved overall team efficiency by 15%. • Increased project completion rates by 20% and team productivity by 18% through tighter tracking and stronger execution frameworks. You should contact me if: ✓ You have a capable team, but execution still feels inconsistent. ✓ You are becoming the bottleneck for daily decisions, follow-up, and problem-solving. ✓ Projects are moving, but deadlines, owners, dependencies, and risks remain uncontrolled. ✓ Customer support is reactive, and escalations keep reaching your inbox. ✓ Your SOPs are missing, outdated, or ignored by the team. ✓ You need an experienced operator to stabilize the business without adding another layer of management noise. I am available for defined operations-overhaul projects, ongoing fractional operations leadership, or hands-on support during launches and organizational transitions. Next steps: Send me an invitation or message with four things: 1. What your business does 2. Your current team size 3. Where execution is breaking right now 4. What must improve during the next 30 days I will reply with the first pressure point I would investigate, the engagement model I recommend, and the fastest practical path toward stronger operational control.