Lyla Tamayo

Customer Experience & Delivery Specialist | Team, Systems & Strategy

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Professional Experience

Customer experience leader with 15+ years driving support excellence across SaaS, technology, and small business environments

  • 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.

SAY HELLO
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