Lyla Tamayo

2024 – 2026

• Led post-merger integration of customer support operations across multiple SaaS brands, aligning processes and service standards to improve scalability and operational consistency.

• Partnered with executive leadership to shape customer experience, organizational design, and support strategy, influencing product and service decisions across the business.

• Directed a team of 11 full-time employees and 5 BPO agents, driving performance, engagement, and succession planning while maintaining exceptional team retention.

• Supported annual SOC 2 compliance audits by coordinating audit evidence, collaborating cross-functionally, and ensuring successful completion of compliance requirements.

• Optimized workforce planning and capacity forecasting across support channels, improving coverage, reducing backlog, and maintaining service-level commitments.

• Standardized support processes, workflows, and systems across brands, increasing operational efficiency and enabling sustainable growth.

• Leveraged customer data and feedback trends to identify service gaps, prioritize improvements, and enhance the end-to-end customer experience.

• Implemented AI-powered workflows using ChatGPT and Claude to streamline support operations, accelerate insight generation, and improve team productivity.

2019 – 2024

• Scaled and developed a high-performing customer support organization for a leading CRM platform, consistently maintaining strong customer satisfaction and service performance metrics.

• Collaborated with Engineering and Product teams to identify and resolve systemic customer issues, improving platform stability and user experience.

• Analyzed customer feedback and support trends to accelerate issue resolution and inform product roadmap prioritization.

• Partnered with Finance to design and launch a collections program that recovered ~$500K in outstanding invoices within its first six months.

• Established operational reporting and performance metrics that increased visibility into support health and enabled data-driven decision-making.

• Mentored team leads and individual contributors, strengthening leadership bench strength and supporting organizational

2014 – 2019

• Reduced first-response times by 50% through process optimization and workflow improvements across email and community support channels.

• Partnered with Sales to create and execute a customer upsell program that generated qualified opportunities with a 40% close rate.

• Launched and scaled Insightly's online customer community to approximately 30,000 monthly visitors, increasing self-service adoption and customer engagement.

• Developed a Community Advocate Program that empowered power users to contribute content, answer questions, and strengthen peer-to-peer support.

• Delivered exceptional customer support across email and community channels, maintaining a 91% CSAT score while managing complex escalations.

• Coached and mentored support agents, improving team capability for expanded responsibilities.

2013 – 2014

• Managed customer interactions across multiple channels (Email, LiveChat & Phone), resolving escalations and strengthening customer satisfaction and retention.

• Qualified inbound opportunities and coordinated cross-functional communication, improving customer experience and operational efficiency.

2012-2013

• Launched an in-house call center, establishing hiring, onboarding, and training processes that supported scalable growth.

• Implemented first-contact resolution strategies, increasing customer satisfaction while reducing support effort and escalation rates.

• Influenced product and customer outcomes through cross-functional partnership with Engineering, Product, and Sales teams.

• Led executive escalations, balancing customer advocacy with business objectives to preserve key relationships and retention.

2007 – 2012

• Delivered technical support to internal and external clients, driving member retention through proactive education, relationship management, and issue resolution.

• Partnered with Product and Engineering teams to validate bugs and conduct UI testing, improving release quality and customer experience.

• Established and standardized procedures for Commercial Real Estate listing exclusivity, increasing compliance and operational consistency.

• Created and maintained departmental documentation and knowledge resources, enabling scalable operations, faster onboarding, and consistent service delivery.

2004 – 2007

• Managed daily front office operations, delivering exceptional customer service while overseeing scheduling, inventory, administrative processes, and program support.

• Designed and implemented standardized operating procedures for scheduling, staffing, inventory control, and program delivery, creating scalable systems that supported business growth.

• Established inventory management and ordering processes that improved product availability, record accuracy, and operational efficiency.

• Created contracts, customer communications, forms, and marketing materials that streamlined administrative workflows and improved customer engagement.

• Coordinated private lessons, special events, and program scheduling, maximizing resource utilization and enhancing the customer experience.

• Established sustainable operational infrastructure, documentation, and institutional knowledge that strengthened organizational effectiveness and led to continued collaboration as a strategic operations consultant after leaving the management role.

2001 – 2004

• Aligned staffing, service delivery, and new hire training with company goals, ensuring consistent customer satisfaction and operational excellence.

• Managed daily hotel operations, including contract execution, deposits, and billing, supporting accurate financial and guest service outcomes.

• Coordinated property maintenance and appearance standards, ensuring a safe and welcoming guest environment.

• Controlled room inventory and partnered with Sales and Catering teams to execute group events, maximizing occupancy and event success.

1998 – 2001

• Enforced hotel policies on credit limits, property protection, and emergency preparedness, reducing operational risk and ensuring compliance.

• Served as Manager-on-Duty for overnight operations, resolving issues and maintaining service continuity.

• Managed reservations, data entry, and travel agent inquiries, supporting booking accuracy and occupancy goals.

• Controlled room inventory to optimize occupancy and maximize revenue opportunities.

• Facilitated guest check-in/check-out, resolved concerns, and ensured seamless shift transitions.

• Coordinated dining, transportation, and tour arrangements, enhancing guest satisfaction and overall experience.