Debraj Nayak

Senior Operations and Service Delivery Leader with over 10 years of experience managing large-scale BPO operations, Technical Support, and Quality Assurance. Specialized in Microsoft Azure Billing & Subscription Management and Intuit QuickBooks platforms. Proven track record of delivering 99% SLA compliance, improving CSAT by 15%, and optimizing resource utilization by 20%. Expert in escalation management, risk mitigation, and leading teams of 50+ FTEs.

Senior Team Leader (Operations & Service Delivery) at CONCENTRIX (2025-05 – 2026-04)

• Lead 4 Team Leaders and 60+ frontline associates for strategic enterprise accounts.
• Maintained 98.5% SLA adherence and improved CSAT from 3.8 to 4.6 within 6 months.
• Reduced Average Resolution Time by 20% as primary escalation owner.
• Improved workforce utilization by 15% and reduced shrinkage by 8%.
• Groomed 3 senior associates into Team Leader roles; attrition 10% below average.

Support Engineer (Azure Billing & Subscription Management) at MICROSOFT (via Teamware Solutions) (2023-10 – 2025-04)

• Delivered Tier 2/3 Azure Billing and RI support with 95% First Call Resolution.
• Resolved $500K+ invoice disputes with full audit and tax compliance.
• Identified 12% average Azure cost savings for enterprise customers.
• Resolved 50+ critical escalations with CSAM and Engineering teams.

Team Leader at CONCENTRIX (2022-11 – 2023-10)

• Achieved 110% of quarterly revenue targets across sales-driven teams.
• Ensured 100% adherence to business controls and quality standards.
• Reduced bottom-quartile performance by 25% through targeted coaching.

Senior Quality Analyst at CONCENTRIX (2020-10 – 2022-11)

• Led QA audits and calibration initiatives across operations.
• Improved overall quality scores by 12% through corrective actions.

SME / Customer Support Executive (Intuit QuickBooks) at CONCENTRIX (2013-11 – 2020-10)

• Primary SME for QuickBooks Desktop & Online (UK and Canada markets).
• Reduced escalation volume by 15% via advanced troubleshooting.
• Authored 20+ knowledge base articles.

Higher Secondary in Computer Applications – West Bengal Board

Secondary – West Bengal Board