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Hi, I'm Suchetana! I design experiences that make complex things feel simple and actually ships
CURRENTLY
I'm at Booking.com, designing enterprise tools that make customer service agents' lives a little less chaotic, one workflow at a time.
MY RECENT WORK
A consolidated reservation timeline for Booking.com's CRM migration turning fragmented workflows into a seamless agent experience that keeps 80% of cases resolved in one place.
Redesigning Booking.com's employee relocation experience into a seamless self-service journey reducing support contacts by 20% and cutting relocation costs by 8%, while improving customer satisfaction by 60%
Designing Booking.com's CS work distribution from a rigid push model to an autonomous pull system giving agents prioritized, high-context task selection that reduced Average Handling Time and transformed how teams manage offline backlogs.
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