Pranab Kumar Ray

I’m a results-driven Customer Experience & Operations leader with 18+ years across BPO, telecom, edtech, e-commerce, and tech. I combine training depth, quality management, KPI/SLA optimization, and process improvement with hands-on business development and account management.

At Amazon, I lead and mentor a team of 25 associates, delivering top-quartile KPI performance across CSAT, CX quality, and FCR. I’ve achieved 8 consecutive Customer Obsession Awards, maintained 100% compliance, piloted the Chat process end-to-end, and reduced process defects through audits and targeted feedback loops.

Previously at Beyond Codes Inc., I acquired 3 major new client logos and delivered 25% year-over-year revenue growth by prospecting, qualifying, and closing enterprise accounts. Before that at Concentrix India, I managed multi-vertical operations, grew headcount to 300+ FTE, kept CSAT above 90% and compliance above 95%, and reduced process defects by 18% through structured reviews and focused coaching.

Across my journey, I’ve built onboarding-to-operations training programs, ran TNI/TNA to maximize team output, and delivered Train-the-Trainer (TTT) and curriculum design. I’m energized by data-driven decision-making, continuous improvement, and developing teams that perform consistently at scale.