Rebecca Kapchan Email & Phone Number

Norwalk, Ct, Us

- Innovate and renovate current processes and procedures through strategic initiatives to enhance the Nespresso customer experience through sales, service, and back office tasks while working within the Nestle technological framework.- Lead and develop a team of Customer Service Managers and Assistant Customer Service Managers to guide, support, coach, and enhance top talent. Incubate an evolving talent pipeline for other cross-functional teams and departments.- Lead strategic initiatives in both proactive and reactive capacity based on current and future business needs.- Collaborate with vendor management teams to guide outsourcing partners.- Lead talent lifecycle planning and execution initiatives for B2C teams in partnership with Human Resources.- Facilitate individual and team achievement through short and long-term planning efforts, develop training and content to address current and anticipated future business needs by utilizing adult learning strategies. Facilitate learning and development sessions from existing or created content.- Implement best-in-class operations to ensure customer satisfaction by identifying and closing gaps while protecting the interests of the organization by optimizing costs and efficiencies.- Co-develop business analytics and reporting in collaboration with workforce planning and analytics team.- Interface and partner with multiple departments and leadership teams within the organization to elevate the customer experience. - Act as a change agent within the department and organization to elevate the internal and external customer experience.- Manage performance reviews, provide balanced and timely feedback, and foster inclusion, transparency, and communication.- Ensure compliance with company policies and best practices. Participate in all Nestle compliance audits.- Serve as Do Good Champion on Working Parents ERG Board.

Yonkers, New York

Ridge Hill, Yonkers, Ny

Lead a robust, high-volume sales floor with a focus on continuous improvement in sales and technical support. Build effective store teams to deliver high-quality customer service and solve diverse technical issues. Key Contributions: - Served as a key member of the Leadership Team when the Yonkers store was opened. - Design and execute strategies to increase customer satisfaction and retention and meet business goals. - Implement effective individual and group development and initiatives, utilizing Lominger and NetPromoter, and motivate employees by organizing community engagement events. - Manage performance reviews, provide balanced feedback, and foster transparency and communication. - Ensure compliance with company policies and best practices.

Yonkers, New York

Yonkers, New York

Yonkers, New York

Yonkers, New York

Westchester/Connecticut Market

Trained in every role through the inaugural immersion program to learn best practices and procedures. Key Contributions: - Completed milestone rotations across numerous locations to identify performance weaknesses; successfully developed and implemented operational changes to improve efficiency, accuracy, and customer service. - Resolved complex technical issues at the Genius Bar, completed repairs, and utilized interpersonal communication skills to engage customers. - Wrote, produced, directed, and edited a video on market unification to motivate and inform employees.

Stamford, Ct

Developed individualized solutions to meet customer need and concerns, and trained customers on technology usage via differentiated instruction and adult learning patterns.Key Contributions: - Coordinated team schedules and workshops, and created and archived related media and special projects. - Achieved substantial NetPromoter Scores: Personal Training 86, Workshops 91, and Genius 100.

Vero Beach, Fl

Memphis, Tn

Cheshire, Ct