Rebecca Kapchan

Rebecca Kapchan, currently a Center of Excellence Unit Manager at Nespresso, brings over 10 years of training and development experience and over 8 years of expertise in hardware, software usage, and customer service.

In her role, she focuses on enhancing the customer experience by leading and innovating processes in sales, service, and back-office tasks. Rebecca excels in identifying performance gaps and implementing employee development strategies to boost operational efficiency and accuracy.

As a COE Manager, she collaborates with vendor management teams, guides outsourcing partners, and spearheads strategic initiatives based on business needs. Rebecca also mentors a team of Customer Service Managers, fostering top talent and delivering exceptional service.

Passionate about customer engagement and service optimization, Rebecca utilizes her skills in OS X, customer service, and graphic design to troubleshoot technical issues and understand various product specifications. Her aim is to drive positive change, streamline business practices, and increase profitability for Nespresso.

Rebecca's educational background includes studies in Interactive Digital Design, Design, English, and Women's Studies at Quinnipiac University. Her past roles span from Manager to Learning Development Manager at Apple, Health Center & Community Outreach Coordinator at Planned Parenthood Federation of America, and Educator & Literacy Laureate at Teach for America.

She has also held positions such as Visuals/Brand Standards Manager at Apple, Trainer & Sales Specialist at Apple, and Technical Services Manager at Apple, showcasing her diverse skill set and extensive experience in management and training.