Priya Kalkura
Business Consultant
Bengaluru
Summary
Results-driven Customer Service Team Lead with 12 years of experience in team leadership and service optimization. Expertise in developing and guiding high-performing teams while fostering a productive work environment. Proficient in resolving complex customer issues and implementing efficient workflows to enhance service delivery.
Overview
14
14
years of professional experience
Work History
Business Consultant
Zensar Technologies
02.2025 - Current
- Enhanced AI bot accuracy by curating and validating critical data within CCW and PEGA.
- Applied data analytics to evaluate project outcomes, leading to 90% improved decision-making efficiency.
- Maintained a 100% on-time delivery rate for urgent digital transformation projects under tight deadlines.
- Led strategic QBRs to showcase AI and digitization milestones to key stakeholders and clients.
- Minimized system errors through implementation of a post-ingestion quality assurance framework.
- Optimized AI model outputs through iterative prompt design and testing
Team Lead
Infosys BPM
04.2017 - 02.2025
- Managing compensation plans and credit mapping rules for sales participants in the incentive.
- Validating sales compensation data for accuracy and consistency with the corporate Sales Compensation policies and guidelines.
- Cultivated strong relationships with Sales / Clients over phone, explaining the process to the Sales / Client if they need help at our end.
- Managed contract changes based on customer requests, including date adjustments.
- Working with Sales team and Regional officers to attain POS maximization for Distributors.
- Good relationship with Sales / Clients over phone, explaining the process to the Sales / Client if they need help at our end.
- Collaborated with Sales Operations and Management to resolve sales compensation issues promptly, enhancing accuracy and compliance.
- Trained team on processes and reports, providing ongoing support during month-end, quarter-end, and year-end periods to meet client commitments.
- Working with IT/Manufacturing team and logistics team to ensure smooth processing of order and meet delivery timelines and ensure the team is achieving SLA`s and focus on excelling business targets
- Worked with IT (Remedy Incident) team and Manufacturing team to resolve the product configuration issues and Warehouse issues
- Addressed internal team queries, taking calls with IT team to fix the configuration issues on orders and following up with customers
- Working on tools like CCW, R12 (Oracle - ERP) and CRM where we can view the status and other details about the order and respond to customer on cases
- Help to resolve Software download and configuration issues for the orders submitted by customers; Oracle R12, Salesforce, BI, Un-booked Tool
- Manage the contract changes as customer's request including Dates moves
Senior Business Process Associate
Honeywell
07.2014 - 03.2017
- Managed order management requirements to ensure timely processing
- Booked orders and generated reports in SAP for accurate tracking
- Order follow-up and status through outbound call
- Requested access to technical publications for project use
- Order Follow up and status through outbound call
- Maintaining Quality and follow the Process CTQ
- Maintaining Quality and following the Process CTQ
Senior Process Executive
Infosys BPM
02.2012 - 07.2014
- Booking internal and external customer orders in Oracle tool after proper validation
- Met customer requirements with high quality and efficiency
- Meeting the customer requirement with at most quality and efficiency
- Expediting customer request by reaching out to the manufacturing team
- Provided customers with order status updates upon booking and readiness for manufacturing
- Providing the order status to customer when they are booked and ready to be built by manufacturing team
- Managed time effectively to prioritize tasks
- Solving different queries like Pre-Sales, Profile Management, analyzing Technical issues and product pricing issues
- Resolved priority customer requests through email interactions and calls
- Possessing time management and prioritization of task
Education
MBA - Operations And Data Science
NMIMS
Mumbai 04.2001 -
BBA - Business Management
JSS College For Women,Saraswathipuram Mysore
Mysore, India 04.2001 -
PUC - Business/Commerce, General
JSS College For Women,Saraswathipuram Mysore
Mysore, India01-2007
10th -
Nav Uday Convent
New Delhi 04.2001 -
Skills
Business Analysis
Business Planning
Data Analysis
Business Intelligence (BI)
Data Quality Assurance
Project Planning
Strategic Analysis
AI Testing
Presentation Skills
Timeline
Business Consultant
Zensar Technologies
02.2025 - Current
Team Lead
Infosys BPM
04.2017 - 02.2025
Senior Business Process Associate
Honeywell
07.2014 - 03.2017
Senior Process Executive
Infosys BPM
02.2012 - 07.2014
MBA - Operations And Data Science
NMIMS
04.2001 -
BBA - Business Management
JSS College For Women,Saraswathipuram Mysore
04.2001 -
10th -
Nav Uday Convent
04.2001 -
PUC - Business/Commerce, General
JSS College For Women,Saraswathipuram Mysore