Whether you're building from zero or fixing what you've outgrown
You have the vision. You need the foundation.
You know what the business should become, but not how to build the operation behind it. I set up the support processes, tools, documentation, team structure and digital presence a growing company needs, so you aren't rebuilding everything the moment you scale.
It works, but it doesn't run smoothly anymore.
Quality varies by person. Leaders answer the same questions every day. Tickets pile up, and nobody fully trusts the reports. I find where the operation is breaking down and rebuild the processes, measures and systems around it.
What changes when we work together
Every engagement is built around your goals. These are the areas I'm most often brought in to fix or build.
Operations & process design
Find where time, money and customer goodwill are leaking, and redesign the work so it happens the same way every time.
Customer experience & support operations
Build a support operation customers can count on, from how requests come in to how fast and how well they get resolved.
Quality & performance systems
Define what good looks like and measure it, so coaching is fair, expectations are clear and performance actually improves.
SOPs, knowledge & training
Create repeatable processes so employees aren't relying on tribal knowledge and leaders aren't answering the same questions over and over.
Practical AI & automation
Pinpoint repetitive work and bottlenecks where AI or automation can improve speed, consistency, knowledge access or customer experience, then build it into the way your team really works.
Reporting, team structure & launch infrastructure
Give leaders numbers they trust, a team structure that scales and the professional foundation a new business needs to operate.
Process first. Technology second.
A new tool won't fix a broken process. Before I recommend AI, automation or any new system, I learn how the work actually happens today and what the business is trying to achieve.
Then we choose the right fix. Sometimes it's AI. Often it's a redesigned process, better documentation or better training. Usually it's a combination, and I help you build all of it.
- Where are your people losing time?
- Where do customers run into friction?
- Where do errors and inconsistencies show up?
- Which work is repetitive?
- What information is hard to find?
- What will break as you grow?
Direct access, from first conversation to finished system
TeleShift is founder-led. You work with me, not a junior team I hand you off to.
Consultation
A focused conversation about where the business is today and where it needs to go.
Assessment
I look at the processes, people, tools and data behind the problem.
Plan & proposal
A clear scope, timeline and price, in writing, before any work begins.
Build & hand off
We build it together, and I make sure your team can run it after I step back.
I've spent my career building, leading and fixing operations.
I'm Andriel Rumbaugh. I started on the front line of customer service and worked my way up through every layer of the operation, so I understand both the people side and the systems side of how work gets done.
At a healthcare staffing company, I helped lead an operation of more than 100 frontline employees and 10+ leaders, and built the QA systems, scorecards, SOPs, knowledge bases and reporting behind it. That work helped raise quality performance from about 47% to 98%, supported more than a million customer interactions and contributed to roughly $3 million in operational cost reduction.
As Customer Experience Manager at a startup, I built a six-person CX team, set up and optimized the support operation, and helped resolve a backlog of about 3,100 reopened support tickets.
I don't just identify problems. I build the structure that fixes them.
Now I bring that experience directly to businesses that need it. Bring me the complicated problem.
Career path
- Frontline customer service
- Team Lead
- Care Center Manager
- Senior Manager of Quality Assurance
- Customer Experience Manager
- Founder, TeleShift
Platforms I've worked in
Let's talk about your operation.
Tell me a little about your business and what isn't working yet. I'll reply by email to set up a time to talk.
Prefer email? arumbaugh@teleshiftstaffing.com
Looking for remote customer service work?
TeleShift also hires independent contractors for remote customer support. Current opening: bilingual (English/Spanish) inbound customer service representative.