Abhishek Tyagi

Results-driven Operations and Team Management professional with 10+ years of experience leading teams across customer operations, compliance, quality, escalations, and service delivery. Proven in improving productivity, ensuring SLA adherence, driving accuracy, and delivering strong customer experiences. Skilled in coaching, stakeholder management, workforce planning, and process improvement.

Team Manager at Admiral Solutions (2018-07 – 2026-02)

• Led a team of 11+ professionals managing renewals, remediation projects, complaint investigations, and service delivery operations in a high-volume fast-paced environment.
• Owned day-to-day operations include workload distribution, productivity targets, SLA adherence, quality control, and turnaround times.
• Investigated escalations and customer complaints, delivering fair and timely resolutions while maintaining premium customer service standards.
• Delivered key operational projects ahead of deadlines with high levels of quality, accuracy, and stakeholder satisfaction.
• Conducted regular 1:1s, coaching sessions, team huddles, and development plans to improve engagement and team performance.
• Partnered with senior leadership on incentive programs, workforce planning, and productivity improvement strategies.
• Maintained dashboards, operational reports, and performance scorecards for management review.
• Identified process gaps and implemented improvements that increased efficiency and customer satisfaction.
• Ensured policy renewals were completed accurately and within timelines, enabling a smooth customer experience.
• Collaborated cross-functionally with internal departments to achieve service delivery goals.

Assistant Team Lead (SCR) at Admiral Solutions (2018-07 – 2026-02)

• Supervised daily team operations, attendance, quality checks, and performance management activities.
• Delivered structured coaching and feedback to improve service levels and individual productivity.
• Led calibration and consistency sessions to maintain decision quality and accuracy across the team.
• Supported management with scheduling, reporting, engagement plans, and operational readiness.

Compliance Agent at Admiral Solutions (2018-07 – 2026-02)

• Performed quality audits of customer interactions and operational workflows.
• Maintained zero-error compliance standards and policy adherence.
• Shared learning insights and feedback to reduce repeat issues and improve customer outcomes.

Quality Reviewer at Concentrix Solutions (2016-01 – 2018-02)

• Reviewed escalated customer content cases in a deadline-driven, fast-paced global operations environment.
• Ensured compliance with client policies, quality benchmarks, and service standards.
• Trained and onboarded new hires, improving speed to productivity and process understanding.
• Guided frontline agents on quality expectations, policy updates, and best practices.
• Supported continuous improvement initiatives through operational feedback.

PG Diploma in Mass Communication – SPCMC, Delhi (2012 – 2012)

Bachelor's in Journalism & Mass Communication – Amity University, Noida (2007 – 2007)