CHITRA KAPOOR
Delhi
Summary
Experienced Learning and Development Specialist with a strong foundation in HR consulting, training delivery voice and accent coaching, and employee engagement. Proven track record of improving organizational processes and performance through LEAN implementations and customised training programs. Adept at fostering a culture of continuous learning, with a passion for developing people and building capabilities across diverse industries including education, BPO, and HR services.
Overview
25
25
years of professional experience
Work History
English Faculty
Presidium School
Ghaziabad-NCR
07.2019 - Current
- Facilitated language learning and communication skills for secondary-level students.
English Faculty
Khaitan School
01.2018 - 01.2019
- Apart from core teaching, managed social media posts for the school.
- Organized co-curricular events.
HR Consultant & Team Leader
Reliable Allied Services
Noida
01.2015 - 01.2018
- Executed end-to-end recruitment life cycle for partner organizations.
- Coordinated with clients to align staffing solutions with specific needs.
- Contributed to business and HR functions by identifying, prioritizing and building organizational capabilities, behaviors, structures and processes.
Process Developer – Card Services (Operations)
Genpact
Gurgaon
01.2001 - 01.2006
- Trained on U.S. and U.K. collections and sales processes.
- Conducted soft skills, V&A, and compliance training for new induction teams.
- Implemented a LEAN project that reduced Time on System (TOS) for outbound calls by 35%.
- Achieved over 90 percent conversion rate in late-stage collections.
- Completed quality assurance testing on GE products and services through website query handling.
- Ensured compliance with federal, state, and company policies throughout the processing cycle.
- Followed implementation of new processes, collaborated with stakeholders, and tracked progress.
- Successfully reduced operational inefficiencies through LEAN initiatives.
Education
M.A - English
B.Sc. -
Advanced Diploma - Computer Application
Skills
- Certified Professional in Learning and Performance (CPLP)
- Soft Skills & Voice Training
- HR Operations & Onboarding
- Employee Engagement & Relations
- Recruitment & Client Coordination
- Training Module Design & Delivery
- Compliance Support
- Quality Assurance & Process Documentation
- Lean project implementation
- Communication and Interpersonal skills
- Content Development
- Instructional design
Accomplishments
- Gold awardee for three consecutive years for exemplary student result & performance.
- Successful conduction of Career fair
- Consistently recognized for high impact career counseling
- Awarded Top Performer in late-stage collections at Genpact.
- Optimized TOS for outbound collections process by 35 percent through Lean six sigma project
Languages
Languages: English | Hindi
Languages
English
Proficient (C2)
C2
Timeline
English Faculty
Presidium School
07.2019 - Current
English Faculty
Khaitan School
01.2018 - 01.2019
HR Consultant & Team Leader
Reliable Allied Services
01.2015 - 01.2018
Process Developer – Card Services (Operations)
Genpact
01.2001 - 01.2006
M.A - English
B.Sc. -
Advanced Diploma - Computer Application
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