Operational clarity.
Better customer outcomes.
I help e-commerce and product businesses build support operations that scale,
through smarter infrastructure, automation, and process design that actually holds up under pressure.
Turning broken systems into operations that work
I'm Maria Persson — a Customer Experience and Support Operations Consultant with hands-on experience running, rebuilding, and scaling e-commerce support functions from the ground up.
My background is operational. I've managed multi-region customer service functions as a solo operator, migrated platforms under live conditions, and designed the infrastructure behind teams that punch above their weight. I don't just make recommendations — I build the systems myself.
I work best with businesses that know their support function isn't working as well as it should, but aren't sure whether the problem is people, process, or tooling. Usually, it's all three — and the fix requires looking at the whole picture.
Operational Diagnosis
I identify whether your problem is structural or a headcount issue and know the difference matters before spending on either.
Platform Evaluation & Migration
I've assessed and migrated live helpdesk platforms with zero service interruption, including timing changes around peak seasons.
Data-Driven Decisions
Decisions backed by historical data, I use 5+ years of ticket trends to validate patterns and track whether changes actually work.
Risk Management & Timing
I know when not to make changes. Structural improvements timed to avoid peak season risk, not just when it's convenient.
Training & Onboarding
I build onboarding from scratch. Seasonal hires reach full independence in 3 weeks, on a live system, during rising volume.
Gorgias Certified Admin
Recognised by Gorgias for customer experience leadership and proficiency in a high-impact Gorgias setup. Issued March 2026. Valid through March 2027.
Professional Services
Practical, outcomes-focused consulting for e-commerce and product businesses that need their support operations to work harder.
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A structured review of your current setup, platform, routing, tagging, reporting and team workflows, with clear recommendations.
- Ticket flow & Queue analysis
- SLA compliance review
- Channel architecture assessment
- Automation opportunity mapping
- Written findings and action plan -
Full migration management from your existing platform to a new one - scoped, timed, and executed to avoid service disruption.
- Platform evaluation & recommendation
- Migration planning and risk assessment
- Data migration and channel setup
- Team handover and documentation
- Post-migration monitoring -
Building the rules, macros and automations that reduce manual workload and keep response times consistent at scale.
- Tagging taxonomy design
- Message rules & routing logic
- Auto-responders & SLA triggers
- Template & Snippet libraries
- Spam and noise filtering -
Designing the reporting infrastructure to give you visibility on the metrics that matter - by region, channel and issue type.
- Regional channel architecture
- SLA and response time tracking
- Volume trend analysis
- Issue categorisation and tagging
- Peak season forecasting -
Building onboarding programmes that get seasonal and part-time hires to independent operation quickly - on live systems.
- Onboarding process design
- Training materials & guides
- Escalation frameworks
- Policy documentation
- Independence benchmarks -
When your SLA Compliance has slipped or a backlog is building, I diagnose the root cause and implement a structured recovery plan.
- Root cause identification
- Structural vs headcount analysis
- Short-term triage plan
- Long-term architectural fix
- Prevention framework
Case Study
Results that speak for themselves
What the redesign involved
Platform migration — Zendesk to eDesk with zero service interruption, timed 3 months before Black Friday to avoid simultaneous structural risk
Channel architecture — Single shared inbox replaced with 5 dedicated regional channels (UK, IE, EU, AUS, US) enabling accurate reporting and location-specific automations
Automation rules — 44+ message rules built: content-based tagging, spam filtering, workflow routing, and auto-responder triggers across all channels
Template & snippet library — 20 message templates and 38+ quick-response snippets rebuilt from scratch, covering all contact types and all regions
Team onboarding — Seasonal hires trained to full independence in 3 weeks annually, with all onboarding materials built from scratch
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From 351 total breaches to 89 — over the same average monthly ticket volume of ~1,380 tickets.
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January 2025 crisis: 208 breaches. January 2026 after redesign: 18. Same seasonal peak, better system.
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Monthly average first-hour response rate increased from 9.1% to 19.6% — driven entirely by process and infrastructure, not additional headcount.
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Post - Redesign, monthly average compliance improved from 97.6% to 99.5% — and held at 99.9% during the record-volume December 2025 peak.
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