Kavya K profile photo 1 on Tal

Kavya K

Technical Account Management | Enterprise Customer Success | Cloud & SaaS Support | Incident Management | Technical Troubleshooting | Customer Relationship Management

Bengaluru

2+ years of work experience

Brillio
Feb 20267 mosAug 2026

Bengaluru, Karnataka, India

Ethos
Mar 20251 yrFeb 2026

Bengaluru, Karnataka, India

• Managed end-to-end client service operations using Salesforce, including ticket creation, tracking, escalation, and closure. • Leveraged Salesforce to monitor SLA compliance, ensuring timely resolution of client queries and issues. • Created and maintained detailed case records, reports, and dashboards in Salesforce to provide actionable insights for management and operations. • Collaborated with cross-functional teams to resolve complex client cases, using Salesforce as the central platform for issue tracking and communication. • Developed and updated knowledge base articles and process documentation within Salesforce to streamline ticket handling and improve team efficiency. • Conducted data validation and reporting within Salesforce to ensure accurate client records and maintain compliance standards. • Identified recurring issues through Salesforce analytics and recommended process improvements to enhance client experience and reduce ticket volume.
Capgemini
May 20249 mosJan 2025

Bengaluru, Karnataka, India

• Acted as the primary point of contact for incident management and service requests using Salesforce ticketing tool, ensuring timely resolution and adherence to SLAs. • Created, monitored, and resolved tickets in Salesforce, improving issue tracking and overall operational efficiency. • Collaborated with Unilever stakeholders and cross-functional teams to investigate, analyze, and resolve data and process-related issues. • Documented recurring issues, developed knowledge base articles, and optimized Salesforce workflows to reduce ticket volume and turnaround time. • Conducted data validation, reconciliation, and quality checks, ensuring accuracy and reliability of reporting across business units. • Supported reporting and analytical activities, including dashboard enhancements and ad-hoc analysis for sales, supply chain, and finance. • Provided actionable insights to improve business processes and ticket resolution efficiency. • Assisted in process improvement initiatives by leveraging Salesforce analytics and reporting capabilities.
Tech Mahindra
Jun 20238 mosJan 2024

India

•Supervised a team managing high-priority client escalations for Amazonl, ensuring timely and effective resolution of complex issues • Monitored ticket queues and SLA compliance, providing guidance and support to team members to maintain service excellence. • Acted as a bridge between the team and Amazon stakeholders, facilitating smooth communication and alignment on resolution strategies. • Trained, coached, and mentored team members on escalation handling, workflow optimization, and best practices, improving team efficiency. • Analyzed recurring escalation patterns and recommended process improvements to minimize ticket volume and enhance client satisfaction. • Generated performance reports and dashboards to track team productivity, SLA adherence, and resolution trends. • Ensured compliance with internal policies and Amazon Retail standards while maintaining high-quality service delivery.

Kavya’s AI Stack

claude code
claude code
claude
claude
gemini
gemini
hugging face
hugging face
ChatGPT
ChatGPT
Microsoft Copilot
Microsoft Copilot

Education

Cambridge Institute of Technology

Bachelor of Engineering - BE, Information Technology

Cambridge Institute of Technology

20194 yrs2023

Pre University College, PCMC

Cambridge College, Bangalore

20172 yrs2019

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Kavya K on Tal

Headline

Technical Account Management | Enterprise Customer Success | Cloud & SaaS Support | Incident Management | Technical Troubleshooting | Customer Relationship Management

Location

Bengaluru

AI stack

claude code

claude

gemini

hugging face

ChatGPT

Microsoft Copilot

Work experience

Senior Technical Account & Implementation Manager at Brillio, Feb 2026 - Aug 2026 · 7 mos, Bengaluru, Karnataka, India

Technical Account Lead & Solutions Implementation Specialist at Ethos, Mar 2025 - Feb 2026 · 1 yr, Bengaluru, Karnataka, India, • Managed end-to-end client service operations using Salesforce, including ticket creation, tracking, escalation, and closure. • Leveraged Salesforce to monitor SLA compliance, ensuring timely resolution of client queries and issues. • Created and maintained detailed case records, reports, and dashboards in Salesforce to provide actionable insights for management and operations. • Collaborated with cross-functional teams to resolve complex client cases, using Salesforce as the central platform for issue tracking and communication. • Developed and updated knowledge base articles and process documentation within Salesforce to streamline ticket handling and improve team efficiency. • Conducted data validation and reporting within Salesforce to ensure accurate client records and maintain compliance standards. • Identified recurring issues through Salesforce analytics and recommended process improvements to enhance client experience and reduce ticket volume.

Technical Solutions & Implementation Engineer at Capgemini, May 2024 - Jan 2025 · 9 mos, Bengaluru, Karnataka, India, • Acted as the primary point of contact for incident management and service requests using Salesforce ticketing tool, ensuring timely resolution and adherence to SLAs. • Created, monitored, and resolved tickets in Salesforce, improving issue tracking and overall operational efficiency. • Collaborated with Unilever stakeholders and cross-functional teams to investigate, analyze, and resolve data and process-related issues. • Documented recurring issues, developed knowledge base articles, and optimized Salesforce workflows to reduce ticket volume and turnaround time. • Conducted data validation, reconciliation, and quality checks, ensuring accuracy and reliability of reporting across business units. • Supported reporting and analytical activities, including dashboard enhancements and ad-hoc analysis for sales, supply chain, and finance. • Provided actionable insights to improve business processes and ticket resolution efficiency. • Assisted in process improvement initiatives by leveraging Salesforce analytics and reporting capabilities.

Technical Systems & Escalation Analyst at Tech Mahindra, Jun 2023 - Jan 2024 · 8 mos, India, •Supervised a team managing high-priority client escalations for Amazonl, ensuring timely and effective resolution of complex issues • Monitored ticket queues and SLA compliance, providing guidance and support to team members to maintain service excellence. • Acted as a bridge between the team and Amazon stakeholders, facilitating smooth communication and alignment on resolution strategies. • Trained, coached, and mentored team members on escalation handling, workflow optimization, and best practices, improving team efficiency. • Analyzed recurring escalation patterns and recommended process improvements to minimize ticket volume and enhance client satisfaction. • Generated performance reports and dashboards to track team productivity, SLA adherence, and resolution trends. • Ensured compliance with internal policies and Amazon Retail standards while maintaining high-quality service delivery.

Education

Bachelor of Engineering - BE, Information Technology, Cambridge Institute of Technology

Pre University College, PCMC, Cambridge College, Bangalore