LISSY P K

Dynamic and results-oriented Operations and Support Leader with 10+ years of experience scaling global SaaS support organizations, driving operational excellence, and leveraging AI-powered solutions to enhance team performance and productivity. Proven track record of building high-performing teams, optimizing onboarding programs, and delivering measurable improvements in customer satisfaction, service quality, and operational efficiency. Skilled at partnering with Compliance, Product, Sales, and Customer Success teams to align business objectives with scalable processes and data-driven decision-making. Experienced in implementing AI and workflow automation tools to streamline operations, improve team accountability, and accelerate business outcomes. Passionate about fostering a culture of continuous improvement, innovation, and customer-centric excellence in fast-paced, high-growth environments.

• Built a Glean-powered AI agent that analyzes documented employee activities and automatically generates weekly, monthly, quarterly, and annual performance evaluations, reducing managers' manual review effort and improving the efficiency and consistency of performance assessments.
• Mentored and coached a support team to achieve a 95.2% resolution rate and 85.6% CSAT in six months, driving exceptional customer outcomes and becoming the highest-ranked manager in Global Support at Avalara.
• Created and standardized an onboarding process that ensured consistent training, faster time-to-productivity, and a seamless transition for new team members.
• Leveraged n8n to automate repetitive workflows, including recurring notifications, follow-ups, and task reminders, improving team efficiency and reducing manual effort.
• Successfully rolled out SOP implementations across Engineering team and banks, improving operational consistency and compliance.
• Received an opportunity to drive the Network Operations team, leveraging skills in operations management and cross-functional collaboration to optimize performance and scalability.
• Improved customer satisfaction scores by 90% by aligning support operations with user needs.

 I've  had the privilege of traveling to different states of India. These experiences have allowed me to immerse myself in different cultures, and I,ve had the opportunity to engage with people from diverse backgrounds. Through my travels, I've developed strong communication skills and the ability to adapt quickly to new environments. For example, when traveling in remote regions, I often had to find creative solutions to logistical challenges, which taught me valuable problem-solving skills. Overall, traveling has made me more open-minded, proactive, and resilient, and I'm excited to bring these qualities to my job role.