Forward5 · Business Support · Virtual Operations · Project Management

Business Support & Operations Services That Move Work Forward

Hourly Support Available Now — Flexible hourly help and consulting support for busy business owners, startups, and growing teams — from admin support and project coordination to dashboards, SOPs, QA, and customer service operations.

Admin
Email · Calendar · Docs
Projects
Coordination · PMO
Ops
SOPs · Process · Reports
CX
Customer Service · QA
0+
Years experience
$32M+
Programs managed
0%
CSAT achieved
0+
Agents led
97.5%
QA scores
<3%
Attrition rate
5
Core pillars
Expertise
Full-Spectrum Service Capabilities
Call Center Operations
End-to-end management of inbound/outbound centers — staffing, routing, SLA governance, real-time monitoring.
Quality Assurance (QA)
Custom scorecards, calibration sessions, call monitoring, and compliance audits that drive consistent excellence.
Agent Coaching
1-on-1 and group coaching using call data and QA scores to sharpen performance and build confidence.
Training Program Design
New hire onboarding, product modules, soft skills, and Manager-in-Training (MIT) programs.
Customer Friction Reduction
Eliminate pain points — IVR optimization, hold time reduction, and first-call resolution strategies.
Customer Service Excellence
Service standards, escalation protocols, empathy frameworks, and recovery scripts that build loyalty.
Team Building
Culture shaping, recognition programs, engagement initiatives, and leadership development.
Workforce Management
Forecasting, scheduling, real-time adherence, and WFM platform optimization (NICE, Calabrio).
KPI & Dashboard Analytics
Custom dashboards tracking AHT, CSAT, FCR, and occupancy for real-time leadership decisions.
Process Improvement
Lean workflow audits, SOP creation, and automation that cut handle time and manual effort.
Compliance & HIPAA
Audit prep, privacy protocols, and SLA reporting for healthcare and government contact centers.
Virtual Center Setup
Full buildout of remote/hybrid contact centers — platform selection, onboarding, and go-live support.
Quick Services
Business Operations, Administrative & Virtual Support Services
Flexible hourly support for business owners, startups, agencies, nonprofits, healthcare teams, contact centers, and growing companies that need reliable operational execution without hiring full-time staff.
Fractional support · Remote nationwide · Fast turnaround

Quick services for the work business owners need handled now.

Choose hourly support for admin tasks, virtual assistance, project coordination, reporting, SOPs, dashboards, customer service workflows, and operations improvement.

Hourly support available
$30–$75 / hour
Choose simple task support, ongoing weekly support, or premium operations consulting based on scope, urgency, and complexity.

Virtual Assistant Services

$30–$45/hr
Remote virtual assistant support for business owners who need help staying organized and responsive.
virtual assistantremote adminbusiness support
  • Email and calendar support
  • Online research and data entry
  • CRM updates and follow-ups
  • Light customer communication

Administrative Support Services

$40–$50/hr
Professional administrative assistance for executives, managers, founders, and small business teams.
administrative assistantexecutive assistantadmin support
  • Document formatting and organization
  • Meeting scheduling and coordination
  • Client/vendor follow-up
  • Inbox cleanup and task tracking

Project Coordination Support

$45–$60/hr
Keep projects moving with organized action items, status updates, risks, and stakeholder communication.
project coordinatorPM supportproject admin
  • Action item and RAID log management
  • Weekly project status reports
  • Meeting notes and follow-ups
  • Project trackers and timelines

Business Operations Support

$60–$75/hr
Fractional operations support for leaders who need better workflows, structure, accountability, and execution.
business operationsfractional operationsprocess improvement
  • Workflow review and process cleanup
  • Operations playbooks and SOPs
  • Team structure and handoff support
  • Efficiency and gap assessments

Customer Service & Call Center Consulting

$60–$75/hr
Support for companies that need stronger customer service workflows, call center structure, and service quality.
call center consultingcustomer servicesupport operations
  • Customer service scripts and escalation paths
  • Call center process improvement
  • Agent coaching frameworks
  • Customer experience improvement

QA Scorecards & Performance Review

$55–$70/hr
Quality assurance support for customer service teams, healthcare programs, contact centers, and remote teams.
QA scorecardquality assurancecall reviews
  • QA scorecard development
  • Call monitoring templates
  • Coaching notes and calibration tools
  • Performance improvement tracking

KPI Dashboard & Reporting Support

$60–$75/hr
Clean dashboards and reports that help owners and managers see performance clearly and act faster.
KPI dashboardExcel reportinganalytics support
  • Excel and Google Sheets dashboards
  • KPI trackers and scorecards
  • Weekly performance reporting
  • Data cleanup and visualization

SOP, Training & Documentation

$55–$70/hr
Turn scattered knowledge into clear SOPs, onboarding guides, training materials, and repeatable processes.
SOP documentationtraining manualsonboarding guides
  • Standard operating procedures
  • Training guides and job aids
  • Onboarding checklists
  • Process maps and playbooks
Pricing
Monthly & Project-Based Consulting Packages
For clients ready for structured monthly support, project rescue, QA buildouts, dashboards, training, and full operations consulting.
Monthly retainers — ongoing support
Starter
Essentials Retainer
$500 / month
Consistent expert support for small teams.
  • Monthly QA scorecard review
  • 1 coaching session / month
  • 1 KPI dashboard update
  • Email consulting support
  • Monthly 30-min check-in call
Growth
Operations Retainer
$1,500 / month
Hands-on monthly support across QA, coaching, training, and reporting.
  • Weekly QA monitoring & reports
  • 2 coaching sessions / month
  • Training module updates
  • KPI dashboard maintenance
  • Bi-weekly leadership calls
  • Process improvement advisory
Most Popular
Professional
Full Operations Retainer
$2,500 / month
Complete ongoing oversight — QA, coaching, WFM, dashboards, and strategy.
  • Full QA program management
  • Weekly coaching & calibration
  • WFM & scheduling optimization
  • Custom KPI dashboard builds
  • Training program maintenance
  • Customer friction audits
  • Weekly executive reporting
Enterprise
PM + Ops Retainer
$4,000 / month
Embedded PM leadership plus full contact center operations.
  • Dedicated PM ownership
  • Agile / PMI delivery
  • Full CC ops oversight
  • Vendor & stakeholder management
  • SLA governance & compliance
  • Bi-weekly executive briefings
  • Priority response & support
One-time project engagements
QA Program Jumpstart
$500 / one-time
QA scorecard, calibration, and monitoring framework in 5 days.
  • Custom QA scorecard
  • Call monitoring protocol
  • Calibration template
  • 30-day feedback plan
Training & Onboarding Build
$1,200 / one-time
Complete new-hire curriculum and onboarding playbook in 2 weeks.
  • New hire onboarding guide
  • Product & process modules
  • Soft skills training
  • Role-play scripts
PM Rescue Sprint
$750 / one-time
Project health audit and recovery roadmap in 5 business days.
  • Project health audit
  • Risk & issue register review
  • Recovery roadmap
  • 90-min stakeholder debrief
Dashboard Build
$800 / one-time
Custom KPI operations dashboard built to your data and reporting needs.
  • Requirements discovery
  • Custom dashboard design
  • AHT, CSAT, FCR, SLA views
  • Training & handoff
Project Portfolio
Enterprise Programs — Estimated Contract Value
Government and enterprise engagements delivered at scale, on time, and in compliance.
FEMA / Deloitte · 2024–Present
Nationwide Emergency Response Contact Center
~$12M+
Estimated program value
100+
Remote agents
50 states
Coverage
95%+
SLA attainment
Ongoing
Duration
NICE CXoneFEMASurge opsAWS
Surge-ready contact center supporting federally declared emergencies. Reduced ramp-up time by 20% and maintained 95%+ SLA nationwide.
State of Texas / Deloitte · 2021–2023
Texas Public Health Vaccine Scheduler
~$14M
Estimated program value (2 yrs, 150 staff)
150+
Staff managed
2 years
Duration
97.5%
QA score
<3%
Attrition
CiscoSalesforceAWSHIPAA
Directed statewide vaccine scheduling and nurse triage. Achieved 97.5% QA scores and maintained 100% HIPAA compliance throughout.
State of Rhode Island / Deloitte · 2023–2024
RI Bridges & Medicaid Redetermination Center
~$6M
Estimated program value (1 yr, 50 staff)
50+
Staff managed
1 year
Duration
98%
CSAT
<2%
Return cases
AWSMedicaidHIPAAIVR/ACD
Deployed AWS-hosted contact center for Medicaid eligibility. Achieved 98% CSAT and reduced return-case rates below 2%.
Boost Mobile / Private · 2015–2019
Franchise Contact Center Operations
~$2M
Estimated operational value managed
4 yrs
Duration
Full P&L
Oversight
+30%
NPS growth
Salesforce
CRM
SalesforceSalesRetention
Managed full contact center lifecycle — hiring, training, QA, and CRM reporting. 30% NPS increase through coaching and workflow optimization.
Dashboard Demo
Clear reporting business owners can actually use
A sample operations dashboard showing the type of KPI tracking, call center reporting, QA visibility, and executive summaries Forward5 can build for clients.
Call Center & Operations Performance Dashboard
AHT is above target in the Escalation queue — coaching and staffing review recommended.
Avg Handle Time
6:42
Target: <7:00
CSAT Score
94.2%
+1.8% vs prior
First Call Resolution
81.5%
+3.1% vs prior
SLA Adherence
96.8%
Target 95% — met
Calls Handled
3,847
+12% vs prior
Abandonment Rate
3.2%
-0.8% vs prior
CSAT & FCR trend
Daily — this week
CSATFCR
AHT by queue vs target
Minutes per call — target 7:00
Inbound
5.8
Outbound
6.2
Escalation
7.6
Call volume by hour
Inbound volume
8
9
10
11
12
1
2
3
4
5
SLA by queue
% answered within 20 seconds
Inbound98.2%
Outbound97.1%
Escalation91.4%
Overall Target96.8% ✓
Agent queue status
Sample live snapshot — performance flags
AgentStatusCallsAHTCSATFCRQA Score
Sarah M.On call425:5197%88%96
James R.Available386:2095%84%93
Priya K.On call456:0596%86%94
Marcus T.Break317:4889%74%81 ⚠
David L.Offline228:1285%70%76 ⚠
Capability Statement
Clients Served & Program Delivery
Representative client programs, delivery capabilities, and past performance highlights at a glance.
Core Competencies
  • Contact center operations, QA, WFM, and technology platform management
  • Project and program management — PMI, Agile, Scrum
  • Cloud infrastructure delivery — AWS EC2, S3, WorkSpaces, RDS
  • Agent coaching, training design, and MIT leadership development
  • Customer experience optimization and friction reduction
  • SLA governance, HIPAA compliance, and regulatory reporting
  • Vendor and stakeholder management across government and enterprise
  • KPI dashboard design and performance analytics
Past Performance
  • FEMA Nationwide (2024–Present) — ~$12M surge-ready NICE CXone center via Deloitte · 95%+ SLA
  • Texas Public Health (2021–2023) — ~$14M vaccine scheduler · 150 staff · 97.5% QA · HIPAA
  • Rhode Island HHS (2023–2024) — ~$6M Medicaid redetermination · 50 staff · 98% CSAT
  • Boost Mobile (2015–2019) — ~$2M franchise CC operations · Salesforce · 30% NPS lift
Differentiators
  • Dual expertise: PM and call center ops in one consultant — no need to hire two people
  • Government-grade delivery under FEMA and state health agencies
  • Proven at scale: 150+ agents, multi-state, mission-critical environments
  • Certified PMP®, CSM®, CompTIA Cloud+, Linux+, and HIPAA
  • Remote-first, available nationwide for onsite engagements
Contact

Mohammad Younas
Forward5 Consulting · Clearwater, FL
📞 614-795-0042
✉️ usman.younas.us@gmail.com
🔗 linkedin.com/in/muy

Certifications
PMP®CSM®Cloud+Linux+HIPAA
Proven Results
Numbers that speak for themselves
98%
CSAT on RI Bridges Medicaid launch
97.5%
QA score on Texas vaccine center
95%+
SLA attainment across FEMA ops
20%
Faster surge staffing ramp-up
<3%
Attrition via MIT coaching programs
30%
NPS increase at Hertz Tampa
$32M+
Total program value managed
<2%
Return-case rate on Medicaid program
Platforms & Tools
Platforms, AI Tools & Business Systems We Support
Forward5 works across the tools business owners, startups, remote teams, customer service teams, and enterprise operations use every day — from admin platforms and collaboration tools to AI, automation, CRM, dashboards, and cloud systems.

Administrative & Productivity Platforms

Daily business administration, document management, scheduling, email, spreadsheets, presentations, and operational support.

Microsoft 365 Outlook Excel Word PowerPoint SharePoint Google Workspace Gmail Google Calendar Google Drive Google Docs Google Sheets Adobe Acrobat PDF Workflows

Project, Team & Collaboration Tools

Remote coordination, project tracking, team communication, task management, meeting support, and PMO visibility.

Slack Microsoft Teams Zoom Webex Asana Monday.com Trello ClickUp Jira Confluence Notion Smartsheet

CRM, Customer Support & Contact Center Platforms

Customer service workflows, call center support, case management, QA tracking, escalations, and service performance reporting.

Salesforce CRM HubSpot Zendesk Freshdesk ServiceNow NICE CXone Genesys Cisco Finesse Calabrio ONE Avaya QA Scorecards WFM Tools

Reporting, Dashboards & Analytics

KPI dashboards, executive scorecards, performance trackers, QA reporting, customer service metrics, and operational visibility.

Excel Dashboards Google Sheets Dashboards Power BI Tableau Looker Studio KPI Reporting QA Reporting Performance Trackers Executive Scorecards

AI Tools & Automation Platforms

AI-assisted documentation, research, meeting summaries, workflow automation, content support, process improvement, and productivity enablement.

ChatGPT Claude Gemini Microsoft Copilot Perplexity Canva AI Otter.ai Fireflies.ai Zapier Make Workflow Automation AI Documentation Support

Cloud & Technical Coordination

Cloud operations coordination, technical documentation, remote workforce support, AWS-hosted environments, and Linux-based infrastructure awareness.

AWS EC2 S3 AWS WorkSpaces IAM CloudWatch Linux Ubuntu RHEL IT Operations Support Cloud Documentation
Our Team
Founder-led support today. Built to scale tomorrow.
Forward5 is currently led by Mohammad Younas, with a flexible delivery model for short-term tasks, long-term partnerships, project-based work, hourly support, and future specialist team members.
MY
Mohammad Younas
Founder & Principal Consultant, Forward5

Mohammad Younas is a strategic operations and project management leader with extensive experience helping organizations improve business operations, customer service performance, administrative efficiency, and project execution. He brings a strong blend of enterprise-level leadership and practical operational support across business services, contact center operations, project management, reporting, documentation, and process improvement.

Through Forward5, Mohammad partners with startups, small businesses, entrepreneurs, and enterprise teams to provide flexible short-term, long-term, project-based, hourly, and ongoing fractional support tailored to each client’s needs. Engagements can range from one-time deliverables and administrative support to recurring operations assistance, KPI dashboards, SOP development, customer service optimization, and strategic consulting retainers.

His background includes leadership across government, healthcare, disaster response, and high-volume service environments supporting organizations such as FEMA, Deloitte, state agencies, and private-sector businesses.

PMP® CSM® CompTIA Cloud+ CompTIA Linux+ Operations Support Project Coordination Customer Service QA & Dashboards SOPs Admin Support
Growing Our Team

We are welcoming new specialists as Forward5 expands and actively building a trusted support network to serve clients across administrative operations, reporting, customer service, and project support.

  • Virtual Assistants (VA)
  • QA / Customer Experience Specialists
  • Dashboard & Reporting Specialists
  • Project Coordinators / PMO Support Analysts
  • Customer Service / Training Consultants
  • AI & Automation Support Specialists
Process
The Forward5 Engagement Model
A five-step approach aligned to the Forward5 brand — from discovery through optimization.
01
Free Discovery Call
Understand goals, challenges, team structure, tools, and business priorities.
02
Operations Audit
Review workflows, admin gaps, customer service processes, documentation, and reporting.
03
Custom Roadmap
Develop prioritized recommendations, quick wins, and timelines for execution.
04
Execute & Support
Deliver hands-on support, dashboards, SOPs, coordination, and operational improvements.
05
Optimize & Scale
Track results, refine workflows, improve reporting, and prepare for growth.

Let's move your operations forward

Forward5 · Clearwater, FL · Remote & onsite engagements nationwide · Free 30-min discovery call

📞 614-795-0042
✉️ usman.younas.us@gmail.com
🔗 linkedin.com/in/muy
📍 Clearwater, Florida
© 2026 Forward5 · Mohammad Younas · PMP® · CSM® · Clearwater, FL Home AI Automation Digital Products Contact