Rituparn Bakshi

• Successfully setup the Corporate Quality function

Digital Transformation:

• CY’24 YTD FTE savings at 667 vs. target of 663
• Reengineering: RPA & business rules at Rejections for clean claim; 2 actions moved from PP to AR; expedited PNP; bot flip to patient on PP
• Reengineering: OCR for scanned EOB, business rules for 50% vol, PP bot
• Process Improvement: Payment Posting Correspondence sorting bot
• Process Improvement: Inventory allocation macro for varying volume; SSON; bot for EOBs portal download; inventory segregation & recon
• Process Mining: Used Celonis to identify bottlenecks, rework, rejections
• Tools Developed: PDx Assistant; refined rules-based quality check bot
• Analytics: Claims Data analytics for faster inventory resolution

Lean Six Sigma:

• 17 GB certifications in CY'23 | Best Practices program with 105 proven practices hosted | 171 TLs YB | 'Ideapalooza' with 765 & 700 ideas
• Process Standardization: process audits framework based on COPC | audits done for 80% coding & AR accounts | common minimum opportunities | lighthouse projects for Quality, Training & Knowledge mgt
• First Time Right FTR pilot in Coding, Resolution-based Audits pilot in AR
• Red programs governance & spotlight process to be initiated

• Head Service Quality & OE - Customer Lifecycle Management
• Setup service quality during 2-month onsite transition in Bogota

• Head Service Quality for Coding Delivery Unit DU2

• Head Quality & Process Excellence for India Enterprise & Malaysia: Retail, Lifesciences, BFSI, GIS, Logistics, New Age, Annotation & labeling
• GIS maps account: accuracy met & best in years, client appreciations, HC quadrupled to 800 FTE
• Logistics account: productivity increased by 57%, HC doubled to 750 FTE
• Retail account: change from penalty to reward in all LOBs, Customer Obsession Award for best partner won by LOBs
• Retail account: NPS increase from -ve to 45, HC grew from 50 to 400
• Enterprise: 91% quality KPIs met, 25 automations, 141 kaizens, Quality DNA coverage 80%, QA team annual attrition 7%, $2.4M savings

• Head Process Innovation and Tools: roadmap & implementation for WW
• Project manager for enterprise data warehouse & BI dashboard
• Designed, developed & implemented Gamification app on 2 themes
• Developed and piloted intra-day staffing management application
• Developed & implemented ML models for agent hiring, attrition & NPS
• Used Design Thinking to redesign New Hire Training for a Retail account
• Core team member for Employee Lifecycle Management project

• Head CX & founding team member: customer journey, differentiation, service standards, Supplier Quality

• Americas Technology Services Customer Experience Head (3.5 years)
• Responsible for CX (Sales & Operations) and Back-office Quality (Q2C), part of Business team
• B2B CSAT higher than last many years: reduced DSAT, outstanding VSAT
• RPA: mentored process analysis and RPA execution on Q2C processes: SMB renewal mailer, installed base migration from Sandy to SAP, etc.
• Metrics Architecture: dashboard with metrics, personalized reports for Sales Rep/Mgr, composite score, proactive metrics, alerts for risk cases
• Team member on CPQ (Configure Price Quote) tool development
• APJ PSG (PCs Post-Sales Support) PEX Head (2.5 years)
• Core team member of WW LSS Council & YB/GB/BB certifications
• Analytics: spare parts reduction & warranty fraud program (saved $5M)
• 30 GB projects, $3.5M savings, GB training content, trained 6 GB batches
• Partner Manager for Customer Complaints team (110 case coordinators)
• GBS Process Audits Head & Q2C Tower Quality Lead (2 years)

• Led Quality & PEX for Tech Support Group
• Transitioned a telecom tech account from Toronto Canada

• Led & deployed COPC for Microsoft business (1100 HC, 5 programs)
• COPC auditor for Gurgaon accounts
• Trained for COPC Certified Auditor at Tucson AZ & Orem UT
• Lean Six Sigma for Microsoft (conducted GB trainings, led 5 BB projects, $1.3m saving)
• Led Transaction Monitoring team for Microsoft OS

• Quality Manager for Sprint PCS (350 FTE)
• Team member for program transition from Nashville TN
• Led a team to re-write standard templates for email to customers
• Listed top scenarios and wrote “how to say” to customers to avoid DSAT for customer request denial & objections

• Led Compressor Plant Quality (Machine Shop, Assembly & Metrology lab)

• New Product Development Engineer (3-years)
• Responsible for Coil, Paint & Press Shop Quality (3-years)
• Team member UTC ACE (Lean) Coil Shop implementation - 5S, visual
  mgmt, setup time reduction, takt time, shop layout change, TPM, kaizen