Susham Mhatre
Founders Office - Customer Excellence @Darwinbox
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WORK HISTORY
Founders Office - Customer Excellence @Darwinbox
Hyderabad, IN
Led weekly performance reviews, resulting in a 57% improvement in SLA adherence and team accountability Optimised ticket re-open processes to enhance efficiency, leading to a 10% improvement in the reopen metric Defined OKRS and incentive structures to align customer support team goals with FY business objectives Streamlined complex ticket resolution by collaborating with product, QA, and engineering teams for faster closure Built 5+ automated Power BI dashboards to provide actionable insights and enhance team decision-makingLeveraged AI-driven support data analysis to identify support team gaps and boost ticket resolution efficiency
EDUCATION
Masters' Union
Post Graduate Program in Technology Business Management (PGP-TBM)
Dr. Balasaheb Sawant Konkan Krishi Vidyaapeeth,(former Konkan Krishi Vidyapeeth) Ratnagiri
Bachelor's of Fisheries Science
ABOUT SUSHAM MHATRE
Currently working as a Customer Excellence Analyst at Darwinbox, contributing to process optimization and leveraging data visualization tools like Microsoft Power BI and Excel to enhance operational efficiency. Pursuing a Post Graduate Program in Technology Business Management at Masters\' Union to refine skills in business strategy and management. As a former co-founder in the fisheries sector, led strategic initiatives that boosted revenue and streamlined operations. Designed retail models, optimized supply chains, and created training programs that educated hundreds. Aiming to combine entrepreneurial expertise, technical acumen, and analytics to drive impactful business outcomes.
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