Summary
Overview
Work History
Education
Skills
Valued Skills
Tools
Timeline
Generic

RACHEL M. KAPRAL

Summary

Results-oriented professional with extensive leadership experience in high-stakes environments. Skilled in strategic planning, operational optimization, and organizational growth. Known for fostering team collaboration and delivering results under changing conditions. Key strengths include strategic vision and stakeholder management.

Overview

11
11
years of professional experience

Work History

Executive Escalations Leader

Instacart
04.2021 - Current
  • Program managed the creation and development of Executive Escalations as a core operational pillar across multiple business units, aligning with customer experience, trust & safety, and fraud operations.
  • Managed teams of 5-25 employees, delivering hands-on coaching, performance feedback, and quality assurance oversight with a 95%+ work quality expectation.
  • Created and implemented proactive escalation mitigation processes, including a preemptive identification query that reduced inbound internal executive escalations by approximately 15%.
  • Delivered strategic monthly and quarterly reporting to executive leadership teams, highlighting key escalation trends, impact areas, and continuous improvement initiatives.
  • Designed scalable standard operating procedures to ensure clarity and consistency across workflows.
  • Partnered cross-functionally with legal, policy, and engineering teams to manage nuanced escalations and drive long-term policy enhancements.
  • Led capacity planning and resource allocation strategies to align operational execution with performance KPIs.
  • Advocated for team wellness and coached employees through complex, ambiguous challenges, fostering resilience and solution-oriented thinking in evolving environments.

Executive Escalations Team Lead

Instacart
12.2021 - 08.2022
  • Established automation frameworks in partnership with external stakeholders to detect and mitigate escalations related to fraudulent activities.
  • Managed program roadmaps to align with organizational goals, driving outcomes through continuous feedback and data-driven accountability.
  • Spearheaded coaching initiatives, enabling team members to manage ambiguity and complex situations.
  • Mentored employees in navigating dynamic workflows, fostering critical thinking and independent problem-solving.
  • Conducted root cause analyses to improve escalation handling and eliminate quality gaps.

Executive Escalations Specialist

Instacart
04.2021 - 12.2021
  • Supported cross-functional teams to resolve executive and internal escalations, and enhance operational workflows.
  • Performed responsibilities exceeding quality standards and operational expectations.
  • Delivered training for new hires and conducted knowledge-sharing sessions to standardize queue management and incident reporting.
  • Analyzed escalation patterns, identifying areas for process improvement, which informed company-wide strategy shifts.

Acting Assistant Manager

Starbucks Coffee Company
01.2015 - 09.2020
  • Supervised daily operations in a high-volume store, managing scheduling, inventory, and team performance to consistently meet company and customer satisfaction standards.
  • Led and coached 5-10 team members per shift, focusing on customer service excellence, operational efficiency, and compliance with company policies.
  • Resolved complex customer complaints with professionalism and empathy, ensuring positive outcomes and improved service recovery metrics.
  • Played a key role in onboarding and training new partners, reinforcing a culture of inclusion, accountability, and continuous improvement.
  • Analyzed store performance data and contributed to action plans that increased customer satisfaction and employee retention.
  • Recognized for strong leadership presence, ability to remain calm under pressure, and effective escalation handling in a fast-paced environment.

Education

Bachelor of Arts - Psychology

UNIVERSITY OF NEVADA, LAS VEGAS (UNLV)
Las Vegas, Nevada

Masters - Science of Management and Leadership

WESTERN GOVERNORS' UNIVERSITY, UTAH (WGU)

Skills

  • Incident escalation management
  • Continuous improvement initiatives
  • Customer Experience Optimization
  • Leadership and mentoring
  • Project initiation and planning
  • Tooling strategy development
  • Strategic Cross-functional Collaboration
  • Data-driven performance metrics
  • Operations management

Valued Skills

  • Escalation & Incident Management
  • Quality Assurance & Continuous Improvement
  • Customer Experience Optimization
  • People Leadership & Team Development
  • Employee Wellness Advocacy
  • Program Initiation and Strategic Planning
  • Tooling Strategy & Optimization
  • Strategic Cross-functional Collaboration
  • KPI Alignment & Performance Analytics

Tools

Zendesk, Salesforce, Ujet, Genesys, Verint, Stripe, Adyen, Braintree, Tableau, Forter, Mode, Periscope, Blazer, Figma, Lucid Chart, Gumloop

Timeline

Executive Escalations Team Lead

Instacart
12.2021 - 08.2022

Executive Escalations Leader

Instacart
04.2021 - Current

Executive Escalations Specialist

Instacart
04.2021 - 12.2021

Acting Assistant Manager

Starbucks Coffee Company
01.2015 - 09.2020

Masters - Science of Management and Leadership

WESTERN GOVERNORS' UNIVERSITY, UTAH (WGU)

Bachelor of Arts - Psychology

UNIVERSITY OF NEVADA, LAS VEGAS (UNLV)

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