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.
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