Rituparn Bakshi Email & Phone Number

Bangalore

• Set-up Corp Quality function – responsible for Lean Six Sigma, FTE saving target, process reengineering & improvement, BB projects for programs in spotlight and process audits & standardization
• Lean Six Sigma: 17 GBs certified in CY'23 | 16 GBs in CY’24 | Best Practices collection with 105 proven practices hosted | 171 TLs certified YB | 'Ideas Focus Groups' with 765 ideas in Trichy & 700 in Chennai | Lean.
• FTE Reduction/Digital Transformation: YTD FTE savings at 667 vs. target 663 | levers identification & pilots completed in CY23 | hyperautomation in CY24
• Reengineering: 2 E2E accounts reengineering | rapid replication of levers | e.g. OCR for EOBs, data in 835 ERA format & bot posting | expedited PNP, PR
• Process Improvement: e.g. PP Correspondence sorting bot | coding denials bot
• Collection Improvement: Celonis process mining to map claims journey | claims data analytics for faster collection | inventory segregation & focus work

Hyderabad, India

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

Bangalore, India

• Head Service Quality for Coding Delivery Unit DU2

Hyderabad, India

• 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, headcount quadrupled to 800 FTE
• Logistics account: productivity increased by 57%, headcount 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 business: 91% quality KPIs met, 25+ automations, 141 kaizens, Quality DNA coverage 80%, QA team annual attrition 7%, $2.4M savings

Bangalore, India

• Head Process Innovation and Tools roadmap & implementation for WW BPS
• Project manager for enterprise data warehouse & BI dashboard - live in phase 1 accounts
• Designed, developed & implemented Gamification application on 2 themes in 3 accounts
• 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

Bangalore, India

• Pikkol is a technology-centered logistics & relocation startup ($1M revenue, 80 employees)
• Responsible for Customer Experience, Service Design & Complaints Management
• Customer journey map, service differentiation, service standards, supplier quality, vision-values alignment

Bangalore, India

• TS Americas, a $1B division, sells hardware support contracts direct & through channel partners
• 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

Bangalore, India

• PSG APJ Post-Sales is the warranty support (service centers, contact center, supply chain) of HP’s $5B APJ PC business
• Responsible for APJ Process Excellence and Spare Parts Consumption Reduction program
• Analytics: spare parts reduction analytics & actions (saved $3M) and warranty fraud program (saved $2.5M)
• Core team member of WW LSS Council and YB/GB/BB certifications
• Managed team of 3 Black Belts, projects identifications in countries & region, trained 6 GB batches, 30 GB projects, study group & project mentoring weekly sessions, $3.5M savings
• Partner Manager for Customer Complaints team (110 case coordinators)

Bangalore, India

• Global Business Services was HP’s captive shared services with 11 global centers & 12,000 FTE.
• Led ISO 9001 and Process Audits for GBS WW captive shared services
• Tower Quality Lead for Quote-to-Cash
• Introduced Method Study, Work Measurement & Variation Reduction

Gurgaon, India

• Quatrro BPO is the company founded by Raman Roy, considered the father of Indian BPO industry.
• Led Process Excellence & Transaction Quality for Tech Support group
• Improved customer satisfaction (10 percent points) and sales conversion, led quality monitoring team
• Transition lead for transition of 4 telecom tech processes from Toronto Canada
• Core team member for company ISO 27001 certification

Gurgaon, India

• Convergys, a Fortune most admired company, was world-leader in outsourced contact centers
• Led & deployed COPC for Microsoft business (1100 HC, 5 programs)
• COPC internal auditor for Gurgaon programs
• Trained for COPC Certified Auditor at Tucson AZ & Orem UT
• Led Lean Six Sigma for Microsoft (conducted GB trainings, led 5 BB projects, $1.3m saving)
• Led Black Belt projects leading to turnaround of 9x & XP program CSAT

Gurgaon, India

• Quality manager for Sprint email customer service program (350 FTE)
• Team member for program transition from Nashville TN
• Setup quality & knowledge processes
• Turned around customer satisfaction in 3-months from program start

Noida Area, India

• Subros is India’s leading auto airconditioning company, owned 32% by Denso (world’s 3rd largest auto-components company and part of Toyota Group) & Suzuki
• Responsible for Compressor Plant Quality (Machine Shop, Assembly, Metrology lab)
• Managed 6 engineers, co-reported to AGM Quality & Japanese Quality head
• Worked on warranty complaints using Ford 8D: compressor leaks, hose leaks, compressor sound

Gurgaon, India

• Carrier is a world leader in air conditioning and a United Technologies company.
• New Product Development Engineer (3-years) – customer needs, project plan, design, prototype, test, launch
• Responsible for Quality for Coil Shop, Paint Shop and Press Shop (3-years)
• Core team member UTC ACE (Lean) Coil Shop implementation - 5S, visual mgmt., setup time reduction, takt time, shop layout change, TPM, kaizen; under direct mentoring of corporate US Lean office

Master Of Business Administration (Mba), Finance, 63%

Bachelor Of Engineering (Be), Mechanical, 71%

Advanced Certificate In Business Analytics

Pgp Artificial Intelligence & Machine Learning

Certified Six Sigma Master Black Belt (Isi-Bangalore)

Certified Six Sigma Black Belt

Copc Registered Coordinator

Certified Iso 9001 Lead Auditor

Design Thinking Tinkerer

Project Management

Uipath Rpa Developer | Bpmn 2.0 | Process Mining

Medical Coding Cpc Trg | Ed - Facility | E&M Coding | Anatomy & Pathology