SAPNA KAPOOR
Summary
Accomplished Associate Director, adept in strategic leadership, cross-functional team management, and launching new product lines to enhance customer satisfaction. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Known for
Overview
19
19
years of professional experience
1
1
Certification
Work History
Associate Director
Great Learning
01.2015 - Current
- Led cross-functional teams for large-scale projects, consistently delivering on time and within budget.
- Mentored junior staff, guiding professional development and career paths within the company.
- Spearheaded development and launch of new product line, boosting customer satisfaction.
- Identified and implemented cost-saving measures, reducing operational costs across departments.
- Developed and delivered comprehensive training programs for program managers to enhance their knowledge and skills in managing educational programs effectively.
- Cultivated a culture of innovation and continuous improvement, fostering staff development and idea sharing.
- Supported senior leadership in managing operations and resolving customer issues proactively.
Center Manager
Hindustan Times
04.2013 - 01.2015
- Enhanced customer satisfaction through efficient service delivery strategies and streamlined operations.
- Pioneered innovative service offerings by integrating emerging trends to stay ahead of competitors.
- Evaluated and strengthened customer service programs to ensure operational excellence.
- Implemented initiatives that improved employee engagement and reduced turnover rates.
- Coordinated events and promotions, increasing foot traffic and boosting sales revenue.
- Optimized resource allocation through streamlined scheduling procedures.
- Implemented cost-saving measures while maintaining high-quality service standards.
- Assisted in recruiting, hiring, and training team members to support organizational growth.
Assistant Director
ICRI
07.2008 - 12.2012
- Collaborated closely with management to support specific aspects of business operations.
- Implemented effective conflict resolution strategies to resolve issues among faculty and students.
- Utilized technology tools such as online grade books and attendance tracking systems for efficient administrative management.
- Fostered positive relationships among colleagues to enhance morale and promote retention.
- Mentored new teachers and established performance goals and provided guidance to achieve milestones.
- Streamlined communication among teachers, parents, and administrators to foster a collaborative learning environment.
Center Manager
Flyingcats Aviation Institute
03.2007 - 07.2008
- Ensured facility, employee work, and service levels met company and industry standards through regular checks.
- Developed and implemented strategic plans to achieve institute goals and objectives.
- Oversaw recruitment, training, and performance management of staff, ensuring compliance with aviation industry regulations and standards.
- Monitored student enrollment and developed retention strategies to enhance satisfaction.
- Collaborated with industry partners to facilitate student internship and job placements.
Senior Counselor
Frankfinn Institute Of Air Hostess Training
03.2005 - 02.2007
- Conducted counseling sessions to address academic and personal challenges among students, assisting students in setting academic and career goals.
- Collaborated with faculty to identify and assist students needing extra support.
- Organized workshops and outreach to promote aviation opportunities among targeted groups.
- Monitored and evaluated the effectiveness of counseling services, maintaining accurate student records and counseling documentation.
- Developed and implemented counseling policies and procedures.
- Presented at professional conferences to share best practices and industry insights.
Education
MBA - Customer Service Management
Symbiosis
Pune03.2011
Skills
- Sales and Operations Management
- Strategic planning and analysis
- Partnerships and Collaborations
- Budgeting and Financial Management
- Market Analysis and Research
- Process Development and Implementation
- Training and Development
- Audit and Quality Assurance
Certification
Lean six sigma
- CM - Certified Manager Certification
- CPM - Certified Professional Manager
Digital Marketing- GLA
Generative AI- GLA
Product Management- GLA
Timeline
Associate Director
Great Learning
01.2015 - Current
Center Manager
Hindustan Times
04.2013 - 01.2015
Assistant Director
ICRI
07.2008 - 12.2012
Center Manager
Flyingcats Aviation Institute
03.2007 - 07.2008
Senior Counselor
Frankfinn Institute Of Air Hostess Training
03.2005 - 02.2007
MBA - Customer Service Management
Symbiosis
Lean six sigma
- CM - Certified Manager Certification
- CPM - Certified Professional Manager
Digital Marketing- GLA
Generative AI- GLA
Product Management- GLA
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