Priya Kovuru Email & Phone Number

Sunnyvale, California, United States

Won client survey award within in the 1st quarter and several client appreciations over the last 7 months.• Working as a support analyst helping the clients on resolutions, escalations, renewals and upgrades.• Worked effectively in overachieving the performance goals every week and provided above average quality in customer support levels.• Worked as a mentor for new hires in providing the necessary guidance and coaching to help them succeed.• Spearheaded training projects to… Show more Won client survey award within in the 1st quarter and several client appreciations over the last 7 months.• Working as a support analyst helping the clients on resolutions, escalations, renewals and upgrades.• Worked effectively in overachieving the performance goals every week and provided above average quality in customer support levels.• Worked as a mentor for new hires in providing the necessary guidance and coaching to help them succeed.• Spearheaded training projects to new major customers on the support portals and ticket logging. Show less

San Francisco Bay Area

Won several awards and routinely earned 10/10 reviews on client surveys by ensuring customer success for key accounts, by always being ahead of promised responses, service request updates, and compliance requirements. Provided support for CRM, database, Oracle Cloud, E-Business Suite, and PeopleSoft; frequently up-sold newer versions.• Supported and helped build key accounts. Worked with internal groups and client managers to ensure that E-Business Suite’s modules optimally functioned… Show more Won several awards and routinely earned 10/10 reviews on client surveys by ensuring customer success for key accounts, by always being ahead of promised responses, service request updates, and compliance requirements. Provided support for CRM, database, Oracle Cloud, E-Business Suite, and PeopleSoft; frequently up-sold newer versions.• Supported and helped build key accounts. Worked with internal groups and client managers to ensure that E-Business Suite’s modules optimally functioned. • Provided special support to several financial institutions for CRM and HR products. Worked as the dedicated support person, helped with product upgrades and resolved escalations. • Helped cut 2–3 person-hours per week for 300+ customer support staff by helping to improve the Oracle Diagnostic Methodology (ODM) process, which provided better client experiences. Became an ODM coach and trained 100+ support analysts in the process from research to issue resolution. • Worked closely with engineers to optimize product implementations with minimal disruptions.• Used analytics to find when customers were under-utilizing products and to see if usage met licenses. Suggested products to bundle and new ways to use them. • Assisted with patches and upgrades by sharing customers’ needs and enhancement requests with developers. Helped test products before they went live, and provided special handling alerts. • Further helped improve customer experiences by assisting with additions to the support portal, including chat box, service requests, and option for email updates. Gave feedback to developers to make the pages more user friendly. Trained customers to use the portal.• Initiated and helped make process changes that sped up responses to and resolutions of issues by improving communication between teams. • Managed successful training projects for support services staff during the PeopleSoft, BEA, Hyperion, Sun Microsystems, Micros Systems, Phase Forward, and Primavera acquisitions. Show less

Redwood City, California, United States

Consistently earned exceptional ratings by maximizing success and business development with Fortune 500 accounts in many industries, including banking, computer, internet, hospitality, retail, automobile, and food & beverage. • Initially provided the expertise in Siebel’s CRM software after the company acquisition. Resolved escalated issues, and trained VPs and managers from different departments and >300 support people; helped them transition to the Oracle platform. Worked with… Show more Consistently earned exceptional ratings by maximizing success and business development with Fortune 500 accounts in many industries, including banking, computer, internet, hospitality, retail, automobile, and food & beverage. • Initially provided the expertise in Siebel’s CRM software after the company acquisition. Resolved escalated issues, and trained VPs and managers from different departments and >300 support people; helped them transition to the Oracle platform. Worked with engineers to implement and integrate products. • Ensured post-sales support and optimal solutions for Oracle and Siebel products. Examined and advocated for clients’ needs to ensure long-term success.• Onboarded customers of all Oracle products by training them in portal usage, providing the latest versions of software, suggesting ways to use products, and resolving issues. • Helped sales teams close deals by creating escalation template for all products and resolving problems.• Executed on backend deliverables. • Helped test annual upgrades of CRM systems. Show less

San Francisco Bay Area

Earned 3 Rock Star awards (few customer service people received them) for helping to maximize customer success with CRM products. • Built relationships with multiple Fortune 500 companies and many other businesses by providing first-level support, walking them through the Siebel support web, and helping to download patches. • Worked as liaison for SDMs/TAMs and technical analysts for customer service requests and escalations. • Ensured that clients used products according to… Show more Earned 3 Rock Star awards (few customer service people received them) for helping to maximize customer success with CRM products. • Built relationships with multiple Fortune 500 companies and many other businesses by providing first-level support, walking them through the Siebel support web, and helping to download patches. • Worked as liaison for SDMs/TAMs and technical analysts for customer service requests and escalations. • Ensured that clients used products according to licenses. • Performed escalations for many clients. • Worked with Support Sales for new accounts and renewals. • Managed the Siebel-to-Oracle transition program for support on Siebel CRM systems. Show less

Computer Information Systems

Attended Bachelors Program

Certificate Program In Computer Programming

Education record