Hi! I'm Susmita – a Top-Rated Customer Support Professional, Team Leader, and FP&A Specialist with over 8 years of experience in customer service, e-commerce, SaaS, technical support, and financial analysis. I’ve supported Shopify merchants, led high-performing helpdesk teams, and recently expanded my expertise into FP&A, reporting, budgeting, and business analysis.
My background combines strong customer experience management with analytical and financial reporting skills, allowing me to support both customer-facing operations and backend business processes efficiently.
I previously worked with Shopify-based platforms like Debutify and a well-known Shopify Theme and Review App, helping businesses deliver fast, reliable, and professional customer support. In addition, I currently handle FP&A and accounting-related tasks such as P&L reporting, sales and inventory analysis, KPI tracking, budgeting support, variance analysis, and management reporting using Excel and Google Sheets.
Recognized as a Top Team Leader and Top L1 Helpdesk Specialist, I consistently exceeded CSAT targets, improved resolution times, and maintained strong operational performance. I bring a professional, organized, and solution-oriented approach to every task—whether it's customer support, financial reporting, or process improvement.
