Paakhi Dangwal
As a Lead in ORM and CRM with 9 years of experience, I am driven by a commitment to mastery and accountability, consistently seeking ambitious solutions that deliver tangible results. My approach is rooted in empathy, allowing me to build resilient strategies that genuinely connect with and serve customer needs.
Experience
Lead ORM & CRM
Asort · Nov 2025 – Present
- Lead end-to-end Online Reputation Management across all major digital platforms including Instagram, Facebook, YouTube, Google Play Store, and App Store to protect and strengthen brand image.
- Manage CRM platform operations — including ticketing, case routing, SLA adherence, and reporting — ensuring zero backlog and consistent resolution quality.
- Drive vendor negotiations and onboarding for ORM tools, social listening software, and third-party moderation agencies, securing competitive terms and service excellence.
- Collaborate with product, marketing, and content teams to develop creative campaigns and response frameworks that enhance brand storytelling and community engagement.
- Monitor brand sentiment in real-time using social listening tools; generate weekly and monthly ORM performance reports for senior leadership.
- Implement innovative escalation protocols that reduced average response TAT by 30% and improved positive sentiment scores across key platforms.
- Spearhead crisis communication plans, ensuring swift, consistent messaging during PR-sensitive situations to minimize brand risk.
- Train and mentor junior team members on ORM best practices, platform guidelines, tone of voice, and brand communication standards.
- Evaluate and onboard new technology vendors to expand platform coverage and introduce creative tools that add measurable value to the ORM function.
- Act as Influencer Coordinator — identifying, onboarding, and managing content creators and influencers to drive increased brand content, boost organic reach, and bring fresh creative energy to Asort's digital presence.
Lead-Customer Support
Advantage club.ai · Apr 2024 – Feb 2025
- Handled customer queries and escalations via email with professional, timely and brand-consistent responses strengthening online brand image.
- Developed training materials for new team members on product features.
- Ensure timely, accurate, and professional responses to maintain customer trust.
- 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.
- Coordinated with internal teams to resolve issues smoothly and elevate customer experience.
- Maintained a high level of professionalism and customer service, consistently meeting or exceeding customer satisfaction targets.
- Provide support to team in customer escalated issues and help in effective communication strategies with clients and customers.
- Review team performance and conducted one-on one session for improvement.
- Provided subject matter expertise during meetings with senior leadership team members in order to discuss potential opportunities or challenges.
Customer support-Subject matter expert
Concentrix Daksh Service Pvt. Ltd · Nov 2023 – Mar 2024
- Managed customer interactions for a leading telecom provider across chat, email, and calls.
- Maintained accurate case records and ensured timely follow-up using CRM tools.
- Build strong rapport to enhance customer satisfaction and brand loyalty.
- Implemented innovative strategies for enhancing the overall experience of customers.
- Collaborated with cross-functional teams to improve operational effectiveness.
- Trained junior on customer service protocols and company policies and provided floor support.
Subject Matter Expert-Customer Comms. Specialist
Accenture Solutions Pvt. Ltd. · Jun 2022 – Oct 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-key for ORM sentiment improvement.
- 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. · Sep 2017 – Feb 2019
- 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.
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Education
Post Graduation Diploma, Journalism and Mass communication
Amar Jyoti Research & Rehabilitation Centre · 2017 — 2018
B.A(H), Mass Communication And Journalism
Hemvati Nandan Bahuguna Garhwal University · 2012 — 2015
Contact details
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What drives their work
The Coordinator
She ensures every moving part works in harmony.
Paakhi's superpower
You excel at orchestrating complex customer-facing operations and aligning diverse teams to deliver seamless resolutions.
How Paakhi works
You are best suited for roles that involve managing and optimizing customer-facing operations and supporting team development.
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