Improvement and optimization of agency processes

I am the founder of an agency in the field of immigration services.

Currently, the task is to describe all internal processes, understand them, propose optimization options, and create an internal knowledge base to be able to hire another person for support.

At the moment, there is one agent working with clients through CRM, who is no longer coping.

Processes are described in some places, but everything is not very centralized.

All work is done in English, so a written understanding of English is mandatory.

We will work step by step and determine the scope of work for the first milestone during the call.