Dominic Abhilash Gali

• Led end-to-end talent acquisition for IT, non-IT, and BPO/Call Center hiring across multiple locations in an Agency setup.

• Partnered with business heads, delivery managers, and operations leaders to translate workforce plans into scalable hiring strategies.

• Managed high-volume hiring (agents, team leaders, QA, WFM) and niche IT roles(developers, testers, support, infra, leadership).

• Designed sourcing strategies using job portals (Naukri, Indeed, Monster, LinkedIn), social media, referrals, campus drives, and vendor channels.

• Built and maintained a ready talent pipeline to support ramp-ups, new projects, and urgent backfill requirements.

• Conducted behavioral, competency-based, and cultural-fit interviews; coordinated technical and client interview panels.

• Negotiated compensation, finalized offers, and drove pre-joining engagement to minimize offer dropouts.

• Improved employer branding through referral campaigns, campus engagement, and candidate experience initiatives.

• Implemented and optimized ATS and recruitment workflows, ensuring data accuracy, compliance, and reporting.

• Monitored and improved key recruitment KPIs including TAT, cost-per-hire, offer-to-join ratio, and source effectiveness.

• Ensured compliance with labor laws, internal policies, diversity & inclusion goals, and audit requirements.

• Managed and evaluated recruitment vendors, consultants, and RPO partners for cost and performance optimization.

• Led, mentored, and upskilled a team of recruiters, driving productivity, quality closures, and process adherence.

• Collaborated with HR Operations for smooth onboarding, documentation, background verification, and induction.

• Supported internal mobility, succession planning, and leadership hiring initiatives.

• Prepared detailed MIS dashboards and hiring analytics for senior management and business reviews.

• Successfully closed 1,000+ positions annually across IT and BPO functions with consistent quality benchmarks.

• Reduced time-to-hire by 30–40% through proactive pipelining, improved sourcing mix, and interview process optimization.

• Improved offer-to-join ratio from ~65% to 85% through structured engagement and competitive compensation alignment.

• Cut recruitment costs by 20% by strengthening employee referral programs and reducing dependency on vendors.

• Played a key role in large-scale ramp-ups and business expansion projects within aggressive timelines.

• Built a high-performing recruitment team, achieving SLA compliance and improved stakeholder satisfaction.

• Managed job postings on virtual platforms, conducted candidate screenings, and have closely worked with the clients, managers and operations team.
• Oversaw the entire recruitment cycle for core technical and functional roles.
• Addressed the organization's diverse daily hiring needs, cultivating a talent pool for future recruitment endeavors.
• Collaborated closely with diverse client partners across industries (BPO, Banking, Finance, IT, Insurance, Digital Marketing) to meet their specific hiring requisites.
• Established strong vendor relationships and fulfilled organizational needs, handling software acquisitions, HRMS tools, price negotiations, and liaison responsibilities.
• Proficiently negotiated salaries to onboard suitable candidates within allocated budgets.
• Incorporated three core values (Consistency, Reliability, and Value for Money) into the hiring approach, ensuring a unified recruitment strategy.
• Played an active role in the hiring process for startup clients, contributing to their growth into mid-sized organizations.
• Implemented crucial policies (Leave, Anti-Harassment, Asset, Cab, NCNS, Exit, Annual Bonus) to uphold organizational values and guide both employees and the company.
• Effectively managed day-to-day employee escalations, resolving issues promptly and efficiently.
• Introduced corporate social responsibility initiatives, notably the Payday Charity program, within the organization.
• Conducted team surveys to gauge morale and assess onboarding practices, contributing to a positive work culture.
• Led the onboarding process for groups of 40-50 individuals, providing induction sessions and outlining workplace expectations.
• Guided new hires from interviews through training, ensuring a smooth transition into their roles, and conducted Quality Assurance tests post-training.
• Developed training materials focusing on listening, speaking, and writing skills to enhance employee-consumer relationships during calls.
• Reviewed vendor contracts and Non disclosure agreements as a when partnering with new vendors.
• Onboarded new clients and have helped setup the infrastructure and fulfilled hiring needs as per business requirements.
• Acquired extensive knowledge in partnerships and client relations while directly hiring for diversified business requirements.
• Fun at work has been the critical aspect that I have introduced which made a significant impact in culture building within the organization.
• Explored new opportunities in expanding the business and have built an organization from 50 employees to 250+ and still growing while adding new portfolios of business.
• Strategically worked on budgets and extensively reduced the cost to company in hiring and operational cost.

• Provided prompt and efficient technical assistance to customers via phone, email, and live chat, resolving issues related to hardware, software, and network connectivity.
• Demonstrated strong troubleshooting skills to identify and resolve technical issues, ensuring a high level of customer satisfaction.
• Effectively communicated technical information to non-technical customers, facilitating understanding and empowering users to resolve minor issues independently.
• Managed and documented support tickets using a ticketing system, ensuring accurate and detailed records of customer issues and solutions.
• Developed an in-depth understanding of company products and services, enabling the provision of comprehensive support and contributing to the creation of user guides and knowledge base articles.
• Collaborated with development teams to escalate and address complex technical issues, providing detailed information to expedite problem resolution.
• Conducted training sessions for customers on product features, updates, and best practices, enhancing user knowledge and reducing recurring issues.
• Stayed abreast of technological advancements, actively participating in training sessions to expand technical knowledge and improve support capabilities.
• Participated in quality assurance initiatives, ensuring adherence to support protocols, and contributing to the improvement of customer service processes.
• Collaborated with cross-functional teams, including sales and product development, to address customer concerns and provide insights for product improvement.
• Managed workload efficiently, meeting or exceeding service level agreements and ensuring timely responses to customer inquiries.

• Successfully addressed customer inquiries and issues via phone, email, consistently meeting or exceeding performance metrics for response times and customer satisfaction.
• Developed a comprehensive understanding of Synchrony Financial's financial products, services, and policies, enabling accurate and effective assistance to customers.
• Managed customer accounts, including processing payments, updating account information, and resolving billing discrepancies in adherence to company policies.
• Demonstrated strong problem-solving skills, investigating and resolving customer concerns promptly and effectively, contributing to a positive customer experience.
• Ensured strict adherence to financial regulations and company compliance policies, maintaining the confidentiality and security of sensitive customer information.
• Provided detailed and clear explanations to customers regarding financial products, terms, and conditions, fostering customer understanding and satisfaction.
• Effectively handled and escalated complex issues to higher-level support or relevant departments, ensuring timely resolution and customer retention.
• Collaborated with various departments, such as risk management and collections, to address customer concerns and contribute to process improvements.
• Maintained accurate and detailed records of customer interactions, transactions, and resolutions, contributing to the development of comprehensive reports for analysis.
• Participated in ongoing training sessions to stay informed about updates in financial products and industry regulations, continuously enhancing knowledge and skills.
• Engaged in quality assurance initiatives, ensuring compliance with service standards and actively participating in improvement processes.
• Internally have moved to a pilot project and have exceeded expectations and have been offered a permanent role.

• Effectively managed customer inquiries through email, chat, and phone, ensuring timely and accurate responses.
• Facilitated seamless order processing, addressing customer requests for modifications, cancellations, and providing order status updates.
• Acquired comprehensive knowledge of the company's product catalog, enabling precise and informed communication with customers regarding product features, specifications, and usage.
• Investigated and resolved customer complaints and issues, demonstrating a proactive approach to problem-solving and a commitment to customer satisfaction.
• Handled return requests efficiently, following company policies, and initiated the refund process promptly, contributing to a positive customer experience.
• Provided technical assistance to customers, troubleshooting website-related issues, and collaborating with the technical support team for advanced problem resolution.
• Maintained clear and professional communication with customers, contributing to positive customer interactions and fostering customer loyalty.
• Maintained accurate and detailed records of customer interactions and transactions, ensuring a comprehensive record for future reference and continuous improvement.
• Collaborated with cross-functional teams, such as marketing and logistics, to address customer needs and contribute to overall process improvements.
• Identified opportunities to upsell and cross-sell relevant products, contributing to increased sales and revenue.
• Ensured strict adherence to company policies and procedures, staying informed about changes in products, services, and policies.
• Prioritized and managed time effectively to handle a high volume of customer inquiries, consistently meeting or exceeding service and quality standards.