Roli Kapoor

Background

About Roli Kapoor

Result-driven professional with extensive experience in successfully managing all training related aspects of a customer contact center including Profiling, Selection, Training and Staff Development; establishing and monitoring performance goals and in leading cross-functional teams on key projects. Have had the opportunity to lead training teams in Inbound, Outbound and Transaction Processing Queues for Fortune 500 Clients. Have successfully delivered complex metrics like NPS / CSAT for financial services, ISP’s and other industries. 10+ yrs experience, with 6+ years in the BPO industry, I bring forth a unique set of knowledge and skills, which include an in-depth understanding of Business Processes, Structured Methodologies and Superior Leadership Capabilities. Worked at Viventis search Asia in the capacity of Associate for the executive search team in Manila, Philippines. BPO Experience Extensive and Diversified experience in Training, leadership development and Coaching, Transaction Monitoring, and Performance Consulting. Transitioned & set up 2 programs of Microsoft for HCL in Malaysia. Understanding training needs, creating modules, for new trainers and streamlining the gaps.