Pallavi Achar

Owns resolution of complex U.S. payroll, HCM, tax, and compliance escalations for B2B clients across chat and email, meeting strict SLA targets and sustaining high CSAT benchmarks. Serves as primary liaison between clients and Payroll Ops, Product, and Technical teams, driving end-to-end case resolution and maintaining audit-ready CRM documentation.

Handled UK & Ireland Payroll queries and escalations, including payroll runs, RTI submissions, P60/P11D filings, tax escalations, and multi-jurisdiction compliance questions across NAMER, UKI, EMEA, and APAC. Owned and resolved the most complex enterprise payroll escalations end-to-end, coordinating EOR payroll operations to ensure zero compliance breaches.

Directed end-to-end operations across 14+ residential co-living properties serving 10,000+ residents, upholding brand standards, SOP compliance, health & safety, and service-quality benchmarks. Led the operational takeover and integration of Hyphen (acquired entity) with zero service disruption during a high-stakes M&A transition.

Built and led a 20-member Customer Success team from the ground up, standing up Freshdesk CRM, escalation playbooks, SOPs, and governance frameworks within 90 days. Drove measurable, sustained improvements in CSAT, NPS, and SLA adherence, and personally managed high-priority resident and legal escalations.

Managed merchant support operations for a DIY e-commerce SaaS platform across chat, email, and social, resolving billing, account, and executive-level escalations. Designed and drove NPS improvement programmes that strengthened merchant satisfaction and retention.

Managed enterprise client accounts for a recruitment consultancy, owning the full recruitment lifecycle, executive coordination, invoicing, compliance documentation, and stakeholder communication. Sustained zero churn on key accounts over 3 consecutive years through proactive relationship management and rapid escalation resolution.

Pursued Bachelor of Computer Applications (BCA) at Seshadripuram College, Bengaluru.

Completed CEBA (Commerce, Economics, Business Administration) at Seshadripuram Composite PU College, Bengaluru.