Kavya Talluri

• Led end-to-end delivery of gCare Human Evals, validating backend models for precision and recall during pre-launch phases.
• Designed and implemented quality assessment rubrics; reduced model errors by 30%.
• Migrated manual workflows to Connect Cases 2.0, cutting manual effort by 50%.
• Expanded program scope to include gPTO, AVID,bBrand Ingestion, PMax, Bidding, and SearchbTargeting.
• Developed real-time dashboards and communication cadences to enhance data-driven decision-making.
• Aligned Product, Engineering, and gCare teams for seamless product launches.
• Managed quarterly and annual capacity planning to meet evolving workflow demands.

Key Achievements:

• Boosted operational efficiency with CSAT frameworks and standardized quality metrics.
• Reduced error rates through automation and improved scalability.
• Established scalable onboarding and workflow processes for rapid program growth.

• Amazon Connect Platform Launch (APAC)
  Partnered with cross-functional teams to support the launch of Amazon Connect for APAC markets, providing critical inputs during requirements gathering and testing phases.
  Contributed to configuration and rollout of customer service platform capabilities, ensuring smooth migration and adoption.
• Routing Optimization & Cost Reduction
  Reconfigured call routing to reduce telecom costs (4 INR to 2.7 INR per minute), updating 59 entry points within three days.
  Collaborated with Product and Telecom teams to resolve latency issues, achieving annualized savings of ~$3.6M.
• Fraud/Spam Mitigation in Customer Service Channels
  Identified and addressed a surge in spam contacts across Saudi Arabia CS, implementing human verification (DTMF) and blocking workflows.
  Reduced spam contacts by 30%, improving system availability for genuine customer interactions.
• IVR Flow Improvements
  Resolved language routing issues by redesigning IVR checks for Spanish/English call flows.
  Reduced wait times and improved transfer accuracy, helping NA customer support meet service-level targets.
• Customer Experience Optimization (HOOP Visibility)
  Led configuration changes across 350+ skills in NA and APAC to ensure real-time visibility of service availability (Hours of Operations) to customers.
  Delivered updates in one week against a three-week target, reducing customer wait times and queue size.
• Automation & Access Controls
  Partnered with CS Security to sanitize admin access in CCM (call flow/skill platform), restricting edit-level access and strengthening governance across 150+ pilot users.
  Enabled a scalable framework for secure configuration management across global customer support systems.

• Monitored real-time performance data and optimized workforce allocation to meet global service targets.
• Designed business continuity plans and automated escalation protocols to ensure resilience during high-severity incidents.
• Created dashboards and reports for leadership to drive data-backed operational decisions.

• Supported high-risk incident escalations and monitored fraud detection protocols.