Ramana Kumar Bachhu

• Led FCR program across 7 countries, improving FCR from 62.5% to 85% (2250bps improvement)
• Implemented process revamp in Italy, increasing FCR rates from 67% to 94% and reducing response time from 9.5 to 8.7 hours
• Launched T&A Intents for India blue badge employees, reducing ticket resolution time by 85% for 120K employees
• Managed multiple automation projects saving approximately 120 FTEs
• Successfully led TCP to MyTime migration issue resolution for 4,000 associates

• Successfully implemented Quality program for 200+ PXT processes globally and implemented quality controls preventing 200k+ pay defects in these processes.
• Managed RIF payment process with zero defects throughout 5-month duration.
• Led audit automation project covering 800,000 associates across US and India.
• Successfully led Attendance 2.0 project implementation.
• Built the CAN NSP process which eliminated 1300+ pay defects per year.
• Received 7-Star Gold Certificate for implementing 7 JDIs in a year eliminating $736k overpayment, reduced 0.61 FTE and eliminated 12k potential pay defects.

• Identified a system gap for MA & RI regions and implemented mitigation which resulted in eliminating the underpayment
• of $53,317 which impacted 12k+ employees.
• Standardized quality program for backend MyTime process
• Improved audit percentage from 12% to 30%
• Established proactive audit mechanism capturing 500k+ pre-defects

· Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.

· Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.

· Developed and implemented strategies to increase customer satisfaction and engagement.