Sushmitha S
@sushmithas
I lead SaaS support operations that improve CSAT, SLAs, retention, and response times.
IndiaWhat I'm looking for
At KBS, I sustain 93% client retention across a 20–25 account portfolio by running quarterly business reviews, feedback loops, and cross-functional escalation management.
Previously at Astrotalk, I raised CSAT from 82% to 91%, cut response time by 25%, and improved First Contact Resolution by 20% while coaching a seven-agent team handling 10,000+ monthly customer interactions. I redesigned support workflows, strengthened SLA monitoring across chat and voice, and created team-wide SOPs.
At Tata Consultancy Services, I supported Nielsen FMCG operations, resolved 95% of escalations within SLA, and improved audit turnaround time by 12% through root-cause analysis and workflow redesign. I use Zendesk, Freshdesk, Salesforce, and CRM reporting to turn support data into measurable CX and revenue outcomes.
Experience
Work history, roles, and key accomplishments
Client Relationship Manager
KBS
Jan 2026 - Present (7 months)
Sustained 93% client retention across a 20-25 account portfolio by running structured quarterly business reviews and feedback loops. Resolved 8-10 escalations per month at a 96% on-time rate and delivered weekly CRM reporting dashboards at 98% data accuracy.
Operations Executive (Team Lead)
Astrotalk
Apr 2024 - Aug 2025 (1 year 4 months)
Raised CSAT 9 points (82% to 91%) by mining team performance data for service gaps and deploying targeted CX fixes. Cut average response time 25% by redesigning support workflows and tightening SLA monitoring across chat and voice channels.
Information Processing & Support Analyst
Dec 2021 - Jan 2024 (2 years 1 month)
Resolved 95% of escalations within SLA through structured stakeholder communication, supporting Nielsen FMCG operations. Improved audit turnaround time 12% and cut recurring process errors 15% through root-cause analysis and workflow redesign.
Education
Degrees, certifications, and relevant coursework
University of Madras
Master of Business Administration, Marketing & Operations
2022 - 2024
Pursued an MBA with a focus on Marketing and Operations, gaining skills in strategic management and operational efficiency.
Ethiraj College for Women
Bachelor of Science, Computer Science
2018 - 2021
Completed a Bachelor of Science in Computer Science, building a strong foundation in computing and analytical skills.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Social media
Job categories
Skills
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