SUSHMITA SENGUPTA Team Lead Customer Success

• Lead and manage three team members of the Customer Success Self-Serve team, ensuring seamless end-to-end execution of cross-channel digital advertising campaigns across Mobile, Desktop, CTV/OTT, and Audio covering planning, trafficking, optimization, and reporting to drive delivery, engagement, and ROI.
• Expertise in data-driven advertising and CRM ecosystems, including Salesforce, Zendesk, Monday.com, and Looker to drive operational efficiency and performance insights.
• Manage client relationships and communications, providing campaign performance insights, resolving operational issues and achieving 97% client satisfaction.
• Collaborate with Sales, Marketing, Product, and Engineering teams to align campaign strategies with business objectives and revenue goals while ensuring efficient campaign execution.
• Drive operational excellence by improving workflows, tools, and reporting processes to enhance efficiency, scalability, and campaign performance.
• Develop and mentor team members, fostering a high-performing team culture while partnering with senior leadership to support strategic initiatives, and improve advertising outcomes.
• Ensure compliance with industry standards, advertising policies, and data privacy regulations across all campaign operations.

Managed daily front office operations, including managing client and visitor interactions, handling inquiries, delivering high-quality customer service, and supervising reception and administrative staff to ensure efficient workflow, and smooth office operations.

Served as a key support resource for office and client inquiries, collaborating with surveyors and internal teams to resolve complex issues and provide timely accurate solutions related to policies, claims, and procedures.

Conducted project documentation reviews, analysed customer feedback to improve service processes and generated periodic performance reports.