Debraj Nayak
Bangalore
Summary
A results-driven professional with over a decade of experience in customer service and technical support. Adept at managing teams, ensuring operational efficiency, and driving business success through process improvements. Skilled in Azure support, quality assurance, and customer engagement, with a strong commitment to integrity and excellence.
Overview
11
11
years of professional experience
Work History
Support Engineer | Azure Billing and Subscription Management Support
Microsoft
10.2023 - 04.2025
- Company Overview: Under Payroll of Teamware Solutions
- Managing Azure billing-related tickets and assisting customers via email, Teams, or phone.
- Providing swift resolutions for billing inquiries and technical escalations.
- Helping customers understand resource usage, billing processes, and credit requests.
- Ensuring customer satisfaction through effective issue resolution.
- Interacting with CSAMs on a daily basis to get resolutions on complex customer issues.
- Providing detailed billing explanations to customers who perceive discrepancies, ensuring clarity and resolution.
- Handling and explaining billing-related questions on Reserved Instances (RIs) to assist customers in better understanding their commitments.
- Collaborating with internal teams for payment updates, tax adjustments, and related concerns to ensure seamless transactions.
- Developing expertise in global tax policies to assist customers based on their country's regulations and compliance requirements.
- Under Payroll of Teamware Solutions
Team Leader
Concentrix
11.2013 - 10.2023
- Company Overview: Legacy Convergys
- Led a team of 12 Quality Analysts and 6 Trainers, ensuring performance optimization.
- Conducted training programs to enhance team productivity and customer satisfaction.
- Managed sales-driven projects, achieving and exceeding set targets.
- Maintained agent performance through learning activities and feedback sessions.
- Monitored compliance and quality assurance, ensuring adherence to business goals.
- Provided detailed performance analysis and insights to stakeholders.
- Legacy Convergys
Senior QA Analyst
Concentrix
- 10.2023
- Company Overview: Legacy Convergys
- Provided training and mentoring to improve quality assurance processes.
- Maintained dashboards tracking quality trends and compliance metrics.
- Conducted audits and compliance checks to enhance operational efficiency.
- Legacy Convergys
Subject Matter Expert (SME) - Intuit QuickBooks
Concentrix
- 10.2023
- Company Overview: Legacy Convergys
- Acted as a Subject Matter Expert for the Intuit QuickBooks process, leading technical documentation and reporting efforts.
- Supported backend operations with a strong focus on UK and Canada-based clients.
- Managed user accounts, permissions, and group policies, ensuring secure access and optimal system performance.
- Analyzed business issues, identified root causes, and developed strategic, long-term solutions.
- Collaborated with clients and internal teams during regular meetings to understand evolving requirements and implement tailored solutions.
- Guided the team to ensure successful resolution of cases within the defined TAT (Turnaround Time).
- Partnered with leadership to conceptualize and implement new development ideas aligned with business goals.
- Legacy Convergys
Customer Service Agent - Intuit QuickBooks
Concentrix
11.2013
- Company Overview: Legacy Convergys
- Delivered frontline customer support for Intuit's QuickBooks products, including QuickBooks Desktop, QuickBooks Online, and STQ.
- Greeted customers warmly and provided prompt assistance to boost customer satisfaction.
- Handled inquiries efficiently, building rapport and resolving issues through clear communication and technical know-how.
- Identified customer needs and pain points, delivering personalized solutions to enhance the user experience.
- Prioritized and managed workload effectively to meet tight deadlines, while supporting teammates to maintain overall team performance.
- Legacy Convergys
Education
10th Standard - Computer Applications Development
West Bengal Board
West Bengal07-2012
12th Standard -
West Bengal Board
West Bengal01.2008
Bachelor of Computer Applications - Computer Applications Development
Bangalore University
Bangalore06-2012
Skills
- Microsoft Exchange
- Azure billing management
- Technical escalation support
- Customer issue resolution
- Windows OS
- Mac troubleshooting
- Internet devices
- MS Office
- SharePoint
- Salesforce
- US Accounting software
- QuickBooks
- Xero
- Sage
- Kashflow
- Quality assurance
- Team leadership
- Compliance monitoring
- Communication
- Customer support
- Team mentoring
- Problem solving
- Online chat support
- Technical communication
- Remote Desktop
- Customer communication and empathy
- Operating systems
- Customer needs assessment
Projects And Achievements
- Sales Improvement, Developed new sales pitch strategies, increasing sales by 30%, earning client recognition.
- Compliance Enhancement, Reduced compliance misses from 5% to 2% through enhanced monitoring.
Languages
- English
- Hindi
- Bengali
Hobbies and Interests
- Music
- Motorcycle Riding
Skills And Qualifications
Microsoft Exchange, Windows OS, Mac troubleshooting, Internet devices, MS Office, SharePoint, Salesforce, US Accounting software, QuickBooks, Xero, Sage, Kashflow, Quality assurance, team leadership, compliance monitoring, Communication, customer support, team mentoring, problem-solving
Personal Information
- Father's Name: Late Phani Bhushan Nayak
- Date of Birth: 11/09/89
- Nationality: Indian
- Marital Status: Single
Timeline
Support Engineer | Azure Billing and Subscription Management Support
Microsoft
10.2023 - 04.2025
Team Leader
Concentrix
11.2013 - 10.2023
Customer Service Agent - Intuit QuickBooks
Concentrix
11.2013
Senior QA Analyst
Concentrix
- 10.2023
Subject Matter Expert (SME) - Intuit QuickBooks
Concentrix
- 10.2023
10th Standard - Computer Applications Development
West Bengal Board
12th Standard -
West Bengal Board
Bachelor of Computer Applications - Computer Applications Development
Bangalore University
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