Open to opportunities

Abhilasha Dwivedi

@abhilashadwivedi

Message

I lead omnichannel operations teams and improve SLA, resolution speed, and customer experience.

India

Message

What I'm looking for

I'm seeking a Team Leader, Team Manager, or Assistant Manager role within a global MNC where I can lead operations teams, strengthen SLA and customer experience outcomes, coach people, and drive continuous improvement.

I'm leading 11+ associates at Teleperformance across chat, voice, and email, delivering KPI, SLA, CSAT, and quality outcomes in a fast-paced BPO environment.

Previously at Cognizant, I improved team efficiency by 20%, designed SLA management frameworks that achieved 99% adherence, and reduced first-response timelines by 30% through proactive escalation and stakeholder management. I coach teams through 1:1s, performance reviews, skill-gap assessments, daily stand-ups, and workforce planning.

At Wipro, I managed a team of 11 marketing professionals and performance marketing campaigns across Meta and Google Ads, optimizing budgets to maximize ROAS and reduce CPA.

My earlier digital marketing work included full-funnel social strategy, content calendars, Instagram Reels, vendor coordination, data analysis, and trend analysis. I bring a practical focus on ownership, continuous improvement, employee engagement, and customer experience.

Experience

Work history, roles, and key accomplishments

Current

Team Leader

Current

Teleperformance

Mar 2026 - Present (6 months)

Lead 11+ associates across chat, voice, and email, driving KPI, SLA, CSAT, and quality benchmarks. Manage omnichannel operations, coaching, escalation management, and real-time monitoring to ensure performance and process improvement.