Open to opportunities

liza mishra

@lizamishra

HR Implementation & Customer Success leader driving CRM/HRIS adoption, onboarding, and KPI improvements through scalable global workflows.

India

Message

What I'm looking for

I’m looking to lead CRM/HRIS implementations and customer success programs where I can drive adoption, streamline workflows, improve KPIs (CSAT/SLA/quality), and partner with HR, Tech, and Product to deliver scalable global operations.

I’m an implementation-focused HR professional specializing in CRM/HRIS adoption, end-to-end lifecycle delivery, and customer success outcomes. I’ve led global implementations and migrations, including translating requirements into workflows, validating via UAT, and optimizing post-go-live for strong adoption and improved customer experience.

I manage high-volume customer operations and team performance with a KPI-driven mindset—owning onboarding/enablement, SOPs and playbooks, and VOC-driven process improvements. From HRIS platform enablement (Workday Payroll, Salesforce-to-USC migration) to scaling teams (up to 14) and improving CSAT/SLA/quality, I consistently deliver scalable operational excellence across distributed stakeholders.

Experience

Work history, roles, and key accomplishments

Current

HR Specialist & CRM Implementation

Current

Amazon

Jan 2021 - Present (5 years 4 months)

Led a 14-member team to implement and customize Amazon’s internal CRM (USC), translating requirements into scalable workflows and driving ~80% migration of transactions from legacy systems. Managed customer onboarding and adoption, resolving ~100 ER cases/day (incl. ~45 high-risk) while improving VOC participation from ~63% to ~81% and maintaining SLA/quality in a high-volume environment.

Salesforce Workflows UAT Testing Data Migration Customer Onboarding

Sears Holdings HR Advisor

Sears Holdings

May 2019 - Jan 2021 (1 year 8 months)

Led a 11–14 member HR operations and severance support team across North America and Canada, managing KPIs including ~96% CSAT, SLA adherence, and ~95% case quality. Served as an SME for Workday Payroll adoption, supporting migration (incl. garnishments) and a large workforce transition (~15,000 employees) while reducing AHT by 1.33 minutes and improving SLA performance via process redesign.

Workday Payroll HR Operations Employee Relations Severance Payroll Compliance Garnishment Processing Stakeholder Management Case Management Process Design

Cognizant Senior HR Associate

Cognizant

Sep 2015 - Oct 2016 (1 year 1 month)

Managed Tier 1 and Tier 2 employee relations and benefits cases (leave, disability, payroll), maintaining strong first contact resolution and case quality in a high-volume environment. Acted as an HRIS adoption SME for ~1,400 vendor HR staff and automated verification workflows with Google Workspace, reducing resolution time by ~2 days and improving CSAT/ESAT from ~87% to ~91.23%.

Employee Relations HRIS Training & Enablement SLA Management Case Management Workflow Optimization

Dell HR Associate

Dell Technologies

Jun 2014 - May 2015 (11 months)

Handled Employee Relations case intake and resolution for North America, achieving 83% FCR, 100% ESAT, and 4.33 minutes AHT while advising on policies, grievances, and employee lifecycle processes. Supported HCM operations and HR technology initiatives, contributing to UAT testing and workflow validation for multiple modules and system enhancements.

Employee Relations UAT Testing Case Management Validation KPI Reporting (FCR ESAT AHT)Employee Lifecycle