Sushmitha Ganesh

Jan 2024 – Present | Bengaluru, India

• Selected to establish and scale Bluevine's India Phone Support organization, growing the operation from 15 to over 60 Senior Customer Representatives while building a high-performing leadership pipeline across Team Leads, SMEs, and Mentors.
• Led and developed 26+ direct reports and indirectly supported a broader organization of 60+ customer success professionals, driving performance, engagement, career growth, and succession planning.
• Successfully drove talent development initiatives, resulting in 5+ internal promotions within one year, strengthening leadership bench strength and organizational capability.
• Improved customer satisfaction (CSAT) from 60% to 86% through Voice of Customer programs, root-cause analysis, coaching frameworks, and customer experience improvements.
• Headed the International Business Owners (IBO) Program, expanding support capabilities for business owners operating across multiple countries outside the United States, ensuring seamless customer experiences, and scalable operational processes.
• Managed and partnered with customer-facing teams across the United States and India, driving alignment on performance goals, customer success strategies, workforce planning, and service delivery excellence.
• Led strategic change management initiatives across Customer Success, Risk, Compliance, Operations, GTM, and Product teams, ensuring the successful implementation of business-critical programs and customer-impacting changes.
• Conducted over 300 interviews and played a key role in organizational growth, workforce planning, leadership hiring, and talent acquisition strategies.
• Co-created Bluevine's competency framework, used for performance evaluations, career progression, leadership development, and promotion readiness.
• Designed and launched the STAR Specialist Recognition Program, increasing employee engagement, ownership, and performance excellence.
• Established governance mechanisms, including quality calibrations, operational reviews, business updates, and leadership forums, to drive consistency and accountability across teams.
• Led cross-functional stakeholder management with Risk, Compliance, Product, GTM, Operations, Workforce Management, and Training teams to deliver customer-centric solutions and operational improvements.
• Owned workforce planning and capacity forecasting initiatives in partnership with WFM to ensure service-level achievement during periods of rapid growth.
• Served as Project Lead for Bluevine's India Office Expansion and Relocation Program, partnering with Legal, Marketing, People Operations, Administration, and external vendors to deliver a successful transition with minimal business disruption.
• Fostered a culture centered on customer obsession, accountability, coaching, inclusion, and continuous improvement, while consistently exceeding organizational performance goals.

• Handling a Team of 35+ Representatives and 3 Team Leads.
• Improved customer service experience, created engaged customers, and facilitated organic growth.
• Took ownership of customer issues and followed through to resolution.
• Set a clear mission and deployed strategies focused toward that mission.
• Maintained a positive, empathetic, and professional attitude toward customers at all times.
• Ensured KRAs were met with exemplary benchmarks.
• Maintained escalations below 4%.
• Created SOPs and streamlined processes.
• Handled Work For Management and Social Media with a team of 4.
• Acted as a role model for the team, exhibiting company values.
• Managed service recoveries for 0-star chats, app reviews, and social media comments.
• Ensured team readiness during unexpected surges from bugs or outages.
• Assigned yearly projects such as CS Handbook, Social Media, and Escalations.
• Provided floor support, escalations, and policy updates even outside scheduled shifts.
• Coordinated with Training and Quality teams from Customer Success.
• Participated in Voice of Customer initiatives, surfacing user-impacting issues.
• Conducted 100+ interviews and led leave management.
• Provided product training, created policies, and drove adherence.
• Made mid-senior-level decisions and supported help desk resources.

• Filed claims under Reg-E per Visa guidelines for debit cards, checks, wire transfers, and ACH.
• Managed over 50 customer calls fraud/non-fraud claims to protect account integrity.
• Analyzed data to prevent real-time fraud and improve customer satisfaction.
• Identified regulatory risks and gaps, ensuring adherence to federal/state requirements.
• Delivered personalized customer support and made independent decisions in complex cases.

• Delivered end-to-end solutions for pre-travel and post-travel issues.
• Amended tickets on live portals using Amadeus, Worldspan, and Voyager.
• Achieved client metrics such as DSAT, AHT, and FCR.
• Ensured resolution within SLA, and updated team members via huddles.
• Aligned with business guidelines while resolving and educating customers.