Sanjeevani Dundgekar
Sr. Social Media & People Manager
Mumbai
Summary
Results-Oriented Social Media and People Manager with a proven track record of successfully managing both social media operations and human resources functions. Possessing a unique blend of strategic thinking, interpersonal skills, and operational efficiency, consistently delivered exceptional results in driving brand engagement, fostering a positive work environment, and contributing to organizational growth.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
Work History
Sr. Social Media & People Manager
Manastu Space Technologies
Mumbai
12.2021 - Current
- Developed and implemented engaging social media content that resonated with our target audience.
- Successfully managed and grew our online community through consistent engagement and interaction.
- Collaborated with team to create integrated social media campaigns that drove brand awareness and customer acquisition.
- Leveraged social media analytics to optimize content performance and identify new opportunities.
- Optimized payroll processing to ensure accuracy and timely disbursement of salaries.
- Improved onboarding process for new hires, ensuring smooth transition into company.
- Collaborated with department managers to develop job descriptions and requirements for new positions.
- Ensured compliance with all federal, state, and local labor laws through regular policy updates and audits.
- Interviewed potential hires, negotiated salaries and benefits and performed reference checks.
- Provided updates on HR policy changes to employees to satisfy compliance and state laws.
- Maintained current knowledge of industry regulations and legislation to amend policies and promote compliance.
- Collaborated with legal and compliance teams to review paperwork, obtain feedback, and procure available information for new training processes.
- Developed comprehensive process for new hires and reviewed new hire productivity, optimizing onboarding effectiveness.
Senior Customer Service Executive Webchat
Capita India PVT. LTD.
Mumbai
02.2017 - 09.2021
- Taking part in Fun Activities, Making flyers for activities, Sending invitations to teams to join in for it.
- Managed escalated customer issues with diplomacy and professionalism, often turning challenging situations into positive outcomes.
- Improved customer satisfaction by addressing and resolving complex customer inquiries promptly and accurately.
- Implemented quality assurance initiatives that resulted in decreased error rates across all channels of communication.
- Enhanced team productivity by providing regular coaching, feedback, and training opportunities to team members.
- Managed high-performing team of customer service representatives, ensuring consistent delivery of exceptional service to clients.
- Promoted a positive work environment by consistently demonstrating leadership skills, empathy, and professionalism towards both customers and colleagues.
- Achieved high levels of first-contact resolution by empowering team members with necessary knowledge base to address diverse client concerns effectively.
- Conducted regular audits on CSR interactions to ensure adherence to company standards while recommending areas for improvement.
- Created detailed documentation of processes, allowing for easy replication across various teams within organization.
- Enhanced team performance with ongoing training, coaching, and feedback on individual work outputs.
- Led root cause analysis efforts to address issues within production process, identifying corrective actions for long-term resolution.
Technical Support Associate
Convergys Stream PVT. LTD.
Mumbai
09.2015 - 01.2017
Education
Bachelor of Mass Media -
Bunt's Sangha's S.M. Shetty College
Mumbai, India 08.2018 - 06.2021
Skills
Social Media and Digital Marketing
Content Creation
Human Resources Operations
Organizational Leadership
Talent Acquisition
Legal Compliance
Payroll Administration
Benefits Administration
Onboarding and Orientation
Academicpursuits
- B.M.M. (S.M. Shetty College, Powai. Mumbai University), June 2021, 8.16 (Grade A)
- H.S.C. Science (Patkar Varde College, Goregaon), March 2014, 57.68%
- S.S.C. (I.E.S. Secondory School, Marol), March 2012, 75.80%
Key Deliverables
- Handling customer queries / chats by taking ownership and finding resolution.
- As Promoted to Acting Process Leader: Send process / quality updates when available.
- Drive quality initiatives in the team.
- Ensure compliance in monitoring and feedback process by meeting audit targets
- Provide support to meet and sustain client targets by providing accurate information.
- Assist new joiners and bring them up the learning curve through coaching and mentoring.
- Being responsible for individual performance targets and contribution to team performance targets, ensuring that the team is doing the right thing at the right time for the customer.
- Share process / customer experience improvement ideas with managers and the onshore team.
- Ensure key issues related to process are reported and corrective actions are taken.
- Taking part in Fun Activities, Making flyers for the activities, Sending invitations to the teams to join in for it.
Workexposures
- 1, Manastu Space Technologies, HR & Social Media Marketer, December 2021-Present
- 2, Capita India PVT. LTD. (Vikhroli), Senior Customer Service executive Webchat, February 2017-September 2021
- 3, Convergys Stream PVT. LTD. (Thane), Technical Support Associate, September 2015-January 2017
- 4, Ola cabs (Mumbai), Executive, February 2015–August 2015
Personal Information
- Date of Birth: 12/27/96
- Nationality: Indian
- Marital Status: Unmarried
Languages
English, Marathi & Hindi.
Awards
- Awarded multiple times “Star Of the Month” & “Top Contributer” in Capita.
- Awarded “Star Of the Quarter” Twice in Capita.
- Promoted to Acting Process Leader (Capita).
- Fundamentals of Digital Marketing (Google Digital Unlocked Certified)
- Graphic Design (S.M. Shetty College)
Software
Adobe Photoshop
Adobe Illustrator
Adobe Premier Pro
Canva
Timeline
Sr. Social Media & People Manager
Manastu Space Technologies
12.2021 - Current
Bachelor of Mass Media -
Bunt's Sangha's S.M. Shetty College
08.2018 - 06.2021
Senior Customer Service Executive Webchat
Capita India PVT. LTD.
02.2017 - 09.2021
Technical Support Associate
Convergys Stream PVT. LTD.
09.2015 - 01.2017
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