Manish Sony
Kolkata
Summary
Results-driven Operations Manager with expertise in process optimization, customer retention, and service delivery. Proven track record in reducing churn and enhancing first call resolution through effective team leadership.
Overview
15
15
years of professional experience
Work History
Operations Manager
Salescom Services Pvt Ltd
12.2019 - Current
- Lead operations for broadband service delivery, billing, and customer care.
- Conduct root cause analysis to reduce customer churn and cease.
- Supervise cross-functional teams to improve first call resolution.
- Currently managing Fibre to the Premise (FTTP) rollout for UK households.
Account Manager
Wizard E-Marketing Pvt Ltd
Kolkata
04.2017 - 12.2019
- Managed client accounts and maintained strong relationships with stakeholders.
- Developed marketing strategies to enhance client visibility and engagement.
Shift Manager
V3 Outsourcing Solutions Pvt Ltd
Kolkata
07.2013 - 04.2017
- Supervised daily operations and ensured compliance with company policies.
- Coordinated staff schedules to optimize shift coverage and workflow efficiency.
Service Delivery Lead
People Connect Solutions Pvt Ltd
Kolkata
10.2010 - 06.2013
- Led service delivery initiatives to enhance client satisfaction and operational efficiency.
- Managed cross-functional teams to ensure seamless service execution and support.
- Developed training programs to elevate team performance and service quality standards.
Education
B.Com -
Calcutta University
01.2009
Certified Data Analyst (Power BI) -
IBM (Simplilearn)
Skills
- Operations Management
- Process Optimization
- Customer Retention
- Churn Reduction
- Service Delivery
- SLA Management
- Team Leadership
- Training
- Performance Metrics
- KPI Reporting
- Incident Management
- Escalation Management
- Telecom Operations
- Broadband Operations
- Resource Allocation
- Regulatory Knowledge
- Compliance Knowledge
Accomplishments
- Promoted rapidly from Account Manager → Team Lead → Assistant Manager → Operations Manager.
- Collaborated with development team to design in-house CRM covering complete customer lifecycle.
- Created SLA framework with automated reporting via ticketing system.
- Implemented Power BI automation across Finance, Provisioning, Sales, Customer Service, and Account Management.
- Developed automated NPS monitoring system to improve SLA performance.
Timeline
Operations Manager
Salescom Services Pvt Ltd
12.2019 - Current
Account Manager
Wizard E-Marketing Pvt Ltd
04.2017 - 12.2019
Shift Manager
V3 Outsourcing Solutions Pvt Ltd
07.2013 - 04.2017
Service Delivery Lead
People Connect Solutions Pvt Ltd
10.2010 - 06.2013
B.Com -
Calcutta University
Certified Data Analyst (Power BI) -
IBM (Simplilearn)
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