Performance Review Writer

Between April and September 2026 I ran the support team through the biggest volume spike we've had, about a 40% increase after the pricing change, and kept median first reply under an hour through it. I rebuilt triage, wrote 8 canned responses, and hired and onboarded two agents who both got up to speed faster than our last hire. The gap in the period is that I held onto escalations instead of delegating them, which made me a bottleneck, and QA reviews slipped well below target.

• Kept median first reply under an hour through a roughly 40% volume increase, which is the clearest sign the team held up under real pressure rather than just getting lucky on a quiet quarter.
• Rebuilt the triage process and wrote 8 canned responses, concrete process work that likely helped absorb the volume increase rather than just riding it out.
• Hired and onboarded two agents who both ramped up faster than the previous hire, suggesting the onboarding approach itself is improving, not just the luck of who was hired.

• I handled most escalations myself instead of delegating them, which made me a bottleneck and meant the team didn't get the practice handling harder cases. Next period I want to pick a subset of escalations to hand off deliberately, even if it's slower at first, so the team builds that muscle and I'm not the single point of failure.
• QA reviews dropped to about 6 a month against a target of 20. Given that this ties directly to my interest in moving toward managing managers, I want to either block dedicated time for QA or delegate the review process itself, since a manager-of-managers role will depend on trusting reporting layers to catch quality issues without me doing it personally.