PALLAVI DANGWAL
Gurgaon
Summary
Seasoned professional with ~5 years of experience. Assistant Manager with comprehensive knowledge in team leadership, project management, and operational procedures. Strong ability to lead diverse teams, handle multiple tasks simultaneously, and deliver high-quality customer service. Successful track record of improving efficiency, increasing productivity, and driving customer satisfaction in previous roles. Possess strong interpersonal skills, problem-solving abilities, and decision-making prowess that drive business success.
Overview
8
8
years of professional experience
Work History
Assistant Manager- Talent Acquisition
Veranda HigherEd Pvt. solution
Gurgaon
06.2025 - Current
- Collaborate with HR and leadership to understand business goals and talent gaps.
- Forecast future hiring needs based on business growth and industry trends.
- Develop sourcing and recruitment strategies aligned with company objectives.
- Work with department heads to create or update accurate job descriptions.
- Ensure job postings reflect essential skills, qualifications, and cultural fit.
- Use various sourcing channels: job boards, social media (e.g., LinkedIn), employee referrals, recruitment agencies.
- Build talent pipelines for critical roles and hard-to-fill positions.
- Review resumes and applications for qualifications and experience.
- Negotiate offers, salary packages, and employment terms with selected candidates.
- Ensure offer letters are accurate and legally compliant.
- Coordinate with HR and hiring managers to ensure smooth onboarding.
- Provide new hires with necessary information and tools for a successful start.
Senior Customer Service Expert
Advantage club
04.2024 - 02.2025
- Senior Customer Advisor, responsible for handling customer queries and escalations primarily through email communication.
- Played a key role in implementing rewards and recognition programs for corporate employees, ensuring their engagement and satisfaction.
- Managed order inventory for corporate customers, ensuring timely delivery and stock availability.
- Collaborated with cross-functional teams to resolve customer issues, ensuring a seamless customer experience.
- Maintained a high level of professionalism and customer service, consistently meeting or exceeding customer satisfaction targets.
Senior Customer Service Advisor
Concentrix Daksh Service Pvt. Ltd
Gurgaon
11.2023 - 03.2024
- Assisted customers with inquiries regarding products and services related to top Telecom Provider.
- Maintained accurate records of customer interactions and transactions of orders.
- Utilized CRM software to track customer issues and follow-ups.
- Developed rapport with customers to enhance overall satisfaction experience.
- Provided high level customer service to clients, resolving their queries and complaints in a timely manner via email, chat, calls.
- Implemented innovative strategies for enhancing the overall experience of customers.
- Collaborated with cross-functional teams to improve operational effectiveness.
Subject Matter Expert
Accenture Solutions Pvt. Ltd.
06.2022 - 10.2023
- Managed end-to-end order processing, including entry, verification, confirmation, and billing dispute resolution, collaborating with logistics and warehouse teams for timely fulfillment and shipment.
- Handled escalated customer concerns across multiple messaging platforms, achieving a 95% resolution rate on first contact.
- Acted as the primary point of contact for customer inquiries on order status, delivery timelines, and product availability, addressing complaints and escalating issues when necessary.
- Utilized the Flex tool for accurate order management, including modifications, cancellations, and returns.
- Developed strategies to improve KPIs, resulting in a 96% increase in CSAT scores, $20.00 VPC boost through upselling, and effective reduction of DSAT.
- Verify invoice details, calculate prices, and maintain customer account information. Enter, confirm, and monitor customer orders for accuracy and timeliness.
- Effectively utilized order management tools to track, manage, and process orders, including handling modifications, cancellations, and returns, while consistently providing regular reports on order performance metrics to senior management.
Customer Support Associate
Concentrix Daksh Services Ltd.
09.2017 - 02.2018
- Customer Support Associate at Amazon, responsible for handling queries related to orders and payment refunds.
- Assisted customers with troubleshooting Prime Video and Kindle issues.
- Provided support through various channels including chat, email, and calls.
Education
Post Graduation Diploma - Journalism and Mass communication
Amar Jyoti Research & Rehabilitation Centre, Karkardooma
New Delhi01.2018
B.A(H) in Mass Communication And Journalism -
Hemvati Nandan Bahuguna Garhwal University
Dehradun01.2015
Skills
- Microsoft Excel, Outlook, Teams and Share point
- Talent acquisition
- Recruitment strategy
- Multitasking and organization
- Recruiting and interviewing
- Employee training
- Performance metrics analysis
- Customer relationship management
- Order processing optimization
- Customer satisfaction and relationship building
- Time management
- Effective communication
- Order Processing and Order Management
- Team leadership
- Troubleshooting
- Cross-functional collaboration
- Team building
Languages
English (Fluent), Hindi (Fluent)
Affiliations
- State debate Champion.
- Professional Dancer with several rewards.
- Known Anchor for Local News Channel.
Languages
Hindi
First Language
English
Proficient (C2)
C2
Timeline
Assistant Manager- Talent Acquisition
Veranda HigherEd Pvt. solution
06.2025 - Current
Senior Customer Service Expert
Advantage club
04.2024 - 02.2025
Senior Customer Service Advisor
Concentrix Daksh Service Pvt. Ltd
11.2023 - 03.2024
Subject Matter Expert
Accenture Solutions Pvt. Ltd.
06.2022 - 10.2023
Customer Support Associate
Concentrix Daksh Services Ltd.
09.2017 - 02.2018
Post Graduation Diploma - Journalism and Mass communication
Amar Jyoti Research & Rehabilitation Centre, Karkardooma
B.A(H) in Mass Communication And Journalism -
Hemvati Nandan Bahuguna Garhwal University
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