Liza Margirate
Customer Experience & Operations Leader | SaaS | AI & Automation | Global Strategy
Chennai
Summary
Customer Experience & Operations Leader with 15+ years of experience driving global B2B SaaS support operations, leading high-performing teams, and implementing AI-driven automation strategies. Adept at building scalable support ecosystems across 24x7 environments, improving CSAT, SLA, and deflection rates while aligning support strategy with product innovation and business goals. Strong collaborator with Product, Engineering, and Marketing teams, leveraging Voice of Customer insights to influence roadmaps, optimize operational excellence, and accelerate MRR/ARR growth.
Overview
12
12
years of professional experience
4042
4042
years of post-secondary education
4
4
Languages
Work History
Manager – Product Support
Freshworks Inc.
Chennai
11.2022 - Current
- Company Overview: Global SaaS company offering customer engagement solutions
- Lead a global team of 17 Product Specialists, including Escalation Desk and L2 Support, managing AI/Automation product lines.
- Defined and scaled a 24x7 global support model, improving coverage and resolution speed across time zones.
- Achieved 95% SLA and 97% CSAT by integrating AI-led triaging, playbooks, and proactive outreach.
- Delivered 70% L1 query deflection by enhancing bot automation, self-service content, and training programs.
- Reduced ticket volume by 25% through process redesign, knowledge base revamp, and usage analytics.
- Drove the 'Resolution Path' initiative to optimise first-contact resolution and reduce repeat queries.
- Partnered with Product and Engineering leadership to influence roadmap decisions and prioritise customer-impacting fixes by presenting VOC trends.
- Enabled agent assist bots to surface relevant responses and logs, achieving 56% accurate instant resolution rate.
- Integrated Synapse and AI-generated canned responses for agent assist tools; helped new agents provide accurate, context-based answers and reduce training cycles.
- Developed quality check mechanisms and performance usage metrics via internal tooling to drive adoption and efficiency.
- Led content strategy for Resolution Path to generate auto KB articles, dynamic canned responses, and chatbot intelligence.
- Global SaaS company offering customer engagement solutions
Manager – Customer Support
GFM Retail Pvt Ltd (Tendercuts)
Chennai
08.2017 - 09.2022
- Company Overview: Fresh Meat delivery platform
- Built and led a 30+ member omni-channel support team (calls, chat, email, social media) from the ground up.
- Automated 40% of support queries through bot workflows and IVR integrations using Freddy, Freshchat, and Ozonetel.
- Integrated Odoo CRM with support tools (Freshchat, Freshdesk, Ozonetel) to enable a 360 customer view and faster query resolution.
- Enabled delivery status updates and delay notifications using API automation to improve transparency and CX.
- Launched proactive IVR and chatbot flows to handle out-for-delivery issues and missed delivery scenarios.
- Designed NPS survey workflows for product, store, and experience feedback — maintained 95% NPS average with 9+ ratings.
- Supported social media channel integration through OneDirect to centralize feedback and manage brand sentiment.
- Partnered with Product and Marketing teams to co-develop pricing campaigns and customer delight initiatives.
- Contributed to influencer campaigns, BTL/ATL marketing efforts, and customer engagement initiatives with the marketing team.
- Fresh Meat delivery platform
Senior Customer Service / Customer Relationship Executive
ACT Fibernet
Chennai
11.2015 - 06.2017
- Handled customer escalations and retention initiatives, achieving 80% retention rate.
- Partnered with legal desks to reduce regulatory escalations to 0.5%.
- Conducted experience surveys and shared insights for service redesign and BTL marketing campaigns.
User Operations Executive
Sulekha.com
Chennai
06.2014 - 11.2015
- Managed semi-voice operations, review moderation, and lead generation workflows.
- Boosted engagement and business visibility through SEO-focused content strategies.
Manager – Customer Support
DTDC Courier & Cargo Ltd
Chennai
01.2014 - 01.2014
- Managed front-office support, customer escalations, courier allocation, and branch cash flow.
Education
MBA - Pursuing
SRM Institute of Science And Technology
Chennai06.2026
BCA -
University of Madras Distance Education
Chenai03.2020
Skills
Freshdesk, Freshchat
Technical And Tooling Expertise
- Freshdesk
- Odoo
- Synapse
- OneDirect
- CRM Systems
- AI Chatbots
- Freddy
- IVR
- API Automation
- VOC Analytics
- UAT
- Product QA
- Self-Service Enablement
- Agent Assist
- Excel
- Google Suite
Key Metrics And Highlights
- 95% Response SLA
- 97% CSAT
- 70% L1 Deflection
- 95% NPS (avg 9/10 rating)
- Led 17-member global support team
- Scaled 24x7 Operations
- Delivered 25% Ticket Reduction
- Drove MRR/ARR through VOC insights and proactive CX strategy
Certifications And Initiatives
- Leader – Resolution Path Project (Support Deflection Strategy)
- Contributor – Women 360 & ERG at Freshworks (Engagement, Wellness)
- Author – AI Product Knowledge Base & Freddy Bot Documentation
Timeline
Manager – Product Support
Freshworks Inc.
11.2022 - Current
Manager – Customer Support
GFM Retail Pvt Ltd (Tendercuts)
08.2017 - 09.2022
Senior Customer Service / Customer Relationship Executive
ACT Fibernet
11.2015 - 06.2017
User Operations Executive
Sulekha.com
06.2014 - 11.2015
Manager – Customer Support
DTDC Courier & Cargo Ltd
01.2014 - 01.2014
MBA - Pursuing
SRM Institute of Science And Technology
BCA -
University of Madras Distance Education
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