Jayati Kambhampati

Experience

• 

  Tech Mahindra

  May 2013 - Oct 2023

  Client: KPN, Netherlands In my present capacity, I am accountable for handling the complete client engagement, focusing on delivery led growth, delivering customized solutions, and ensuring customer happiness and account growth. I also develop and maintain a customer-service-focused workforce to improve customer happiness, experience, and relationships. My other job duties include the following: Liaise with the sales team to understand customer needs and craft solutions across capability pillars. Build trust and transparency with clients. Build relationships by providing consistent value and foster customer loyalty. Sustain business growth and profitability by maximizing customer lifetime value. Collect customer feedback and close feedback loops. Map customer success journeys to spot and remove friction. Build and implement the right customer success playbook. Review customer escalations and concerns and seek to improve the customer experience. Ensure adherence to account and business unit P&L targets. Show less Client: British TelecommunicationsAs a junior Customer Delivery Manager, I was accountable for delivery led growth, and ensuring customer happiness and account growth. I also develop and maintain a customer-service-focused workforce to improve customer happiness, experience, and relationships. My other job duties include the following: Build trust and transparency with clients.• Understand the finer nuances of customer’s business and devise solutions leveraging new age technology to solve criticalbusiness problems.• Leverage our strengths in process and technical delivery of existing business to bid for scope adjacencies & organic growth.• Responsible for customer engagement & stakeholders management.• Review customer escalations and concerns, with an aim to improve the customer experience.• Ensure adherence to business unit P&L targets. Show less As Offshore Delivery & Design Lead, I led a team of 40 and managed delivery of complex stories across the SDLC life cycle.My other job duties included the following:• Delivered program objectives by meeting quantifiable assignment targets, such as designing 6 stories in 2 months. Additionally, managed the delivery across test and prod for 15 complex stories in a single release.• Reported user story RAG status against defined and agreed KPIs, including 'Back to Green' strategy as needed.• Ensured quality gate standards were satisfied at each level and informed stakeholders of any deviations, along with root cause and POR. Discovered and recommended the solutions to decrease fault density and seepage from UT-->CST-->IVVT.• Identified new revenue streams in Dev and ASG to modernize the estate and enhance user experience and customer service.• Managed escalations for the full DevOps estate. Show less As Transformation & ASM Tech Lead, I led NextGen tech adoption, enhanced infrastructure footprint, and OpEx through cloud-native application re-engineering. I also executed efficient training strategies to expedite onboarding and encourage cross-skilling. Additionally, I drove the KPI improvements, including Right First Time, Zero Touch, and IT Incident reduction, while managing service delivery across key apps as a Customer Experience Tech Lead at Onsite. I encouraged my team to adopt hyper-automation to eliminate manual efforts and find opportunities for ongoing improvement, aiming for Zero Ops. Show less

  • Customer Delivery Manager

    Apr 2023 - Oct 2023

  • Jnr customer delivery manager

    Jan 2022 - Mar 2023

  • Design & Delivery Lead

    Jan 2019 - Dec 2021

  • Transformation & ASM Tech Lead

    Jan 2017 - Dec 2018

  • Application Support SME

    May 2013 - Dec 2016