Suchita Mandre

Detail-oriented and customer-focused Inbound Operations Associate with 1.9 years of experience in managing inbound operations, resolving customer queries, and supporting operational workflows. Experienced in communication, stakeholder coordination, ticket management, data handling, and process compliance. Proficient in lead qualification and CRM tools, with a strong ability to solve problems and collaborate across teams.

Seeking opportunities to contribute to organizational success while continuing professional growth.

Associate – Inbound Operation Student Support Team at upGrad (2026-01 – Present)

• Managed 90+ learner queries daily through CRM and ticketing systems, delivering prompt resolutions while maintaining strong learner relationships through effective communication.
• Achieved a 95% customer satisfaction (CSAT) score by ensuring timely issue resolution and a learner-focused support experience.
• Served as the primary point of contact for learners throughout their academic journey, providing end-to-end assistance and guidance.
• Handled learner inquiries, feedback, concerns, and escalations with professionalism, ensuring quick and effective resolutions.
• Collaborated with cross-functional teams to resolve academic, operational, and technical issues, ensuring a seamless learner experience.
• Supported learner retention and engagement by delivering proactive, solution-oriented support and continuous follow-up.
• Maintained accurate records of learner interactions, cases, and resolutions using CRM and support platforms.
• Demonstrated proficiency in Freshdesk, Ameyo, Cloud Agent, Tubelight, and LeadSquared, ensuring efficient case management and adherence to organizational processes.
• Coordinated with internal stakeholders to manage escalations and improve service delivery through effective stakeholder communication.

Associate – Inbound Operation Onboarding Team at upGrad (2024-09 – 2025-12)

• Specialized in onboarding learners enrolled in various academic programs, ensuring a smooth and engaging start to their learning journey.
• Conducted live video onboarding sessions for learners who enrolled in Doctor of Business Administration (DBA) program, supporting both domestic and international participants.
• Delivered comprehensive program orientations covering curriculum structure, learning platforms, schedules, key milestones, policies, and learner expectations.
• Facilitated one-on-one onboarding sessions, effectively addressing learner queries and ensuring program readiness.
• Assisted learners in navigating digital learning platforms and resources.
• Contributed to improved learner satisfaction and retention by delivering structured, learner-focused onboarding experiences.

Master of Business Administration – IPS Academy, Indore (2021 – 2023)

Bachelor of Business Administration – Maharaja Ranjit Singh College of Professional Sciences, Indore (2016 – 2019)