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Is your customer experience at every contact point a zero or a hero?Tired of low customer satisfaction scores?Unsure what AI can do to help you?Frustrated by staffing problems?I’ve been in your position myself, a couple of times professionally turning around failing customer service organizations and, like all of us, many times personally experiencing sub-standard customer experiences. 20+years on the giving and receiving end of good and bad customer experiences has instilled in me a passion for optimizing the customer experience at every opportunity. In so doing, I've built award-winning teams, achieved personal recognition, received my Wharton Global CXO certification, and shared many of my experiences through articles I write as well as speaking engagements. This culminated in a desire to help more organizations that are serious about truly transforming their companies, leading with an outstanding customer experience. If you are an executive accountable for delivering digital transformation and have aclear focus on customer experience as part of that mission, you'll benefit from the Norvana experience. Let's work together! You see, I’ve learned that WOW customer experiences don’t happen by chance. They are the result of understanding and leveraging strengths of your people, simplifying processes, and harnessing technology as an enabler to delivering products and services.When you engage Norvana for your business, you will:✅ Never worry about gaps in talent and skill✅ Save at least 20% of your time and energy having the right focus✅ Be seen as a leader by your industry in digital transformation and customer experienceHere’s what a few of people who have to deal with the fallout of poor customer experience say: “Nora builds strong teams providing exceptional, customer-focused services. She is valued as a visionary, change agent and advocate.”“I worked with Nora, I have found her to be a self-motivated, strategic thinker that can work closely with all levels of management. Her creative solutions and process-focused skills helped to grow and achieve tremendous efficiencies within my organization, while maintaining high standards of delivery.”"Nora is very attuned to the challenges her customers experience and leveraged that to identify creative use cases, and launched a change management campaign, that resulted in high adoption and employee satisfaction."Ready to elevate your customer experience? Schedule a pro bono consultation and we’ll get crystal clear on how I can help you: go to www.noraosman.com/contact
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CeoNorvanaNew York, Ny, Us -
CeoNorvana Jan 2024 - PresentPresident/CEO of Norvana, founded on the principle that every interaction with a customer is a "moment of truth", and you want these to be hero moments (not zero moments.) Customer Experience is the differentiator in this day and age, and increasing customer retention rates by just 5% can lead to an increase in profits ranging from 25% to 95%! Whether it's the people, the process or the technology side, Norvana is here to address the gaps so you can optimize that customer experience! -
Institute FellowInstitute For Digital Transformation Sep 2023 - PresentCentral, New Jersey, UsSelected as a member of IDT's Institute Fellow Program. IDT's Institute Fellows are Industry Experts that share their thoughts, opinions and real-life experiences about the transition from the Industrial Era to the Digital Era. The Digital Era brings fundamental shifts to the very fabric of life - how companies are structured, which companies continue to exist, the types of jobs that are available and what will be required to succeed. IDT's Institute Fellows offer help in understanding the shifting world around us and give practical, real-world guidance about what people can and must be doing to survive the transition and thrive in the Digital Era. -
Associate Vice President, It Service ManagementMontefiore Health System Jul 2017 - Mar 2024Bronx, Ny, UsReporting directly to the CIO, was charged with establishing the Service Management Office (SMO) with primary focus on transforming the IT culture to be more customer centric for this IT service provider and supporter of Montefiore Medicine. Facilitated service management and thought leadership across the IT organization to drive customer satisfaction, service management, and team development for all facets of customer engagement for Montefiore and Montefiore’s partners. Improved customer experience by driving service management processes across the enterprise, aligning IT with the needs of doctors, nurses, research scientists, and academic professors. Designed a service management strategy for the IT organization centered around customer experience, resulting in increased productivity which led to better patient care and business delivery of results. Boosted service desk and desktop support satisfaction ratings of “Excellent” to 90% by retraining staff members, increasing staff count, and promoting several individuals to teams leads. Received a top three nationwide ranking for Team Excellence by HDI in 2017 and Service Improvement award by HDI finalist in 2019. -
Sr. Director, It Service ManagementMontefiore Health System May 2014 - Jun 2017Bronx, Ny, UsHired to start service management office. Build grass roots movements around central service desk , process engineering and center of excellence around metrics. Beginning of building large vertical within technology. Oversaw 25 people. Building foundational elements for Montefiore across multiple campuses. Empowered the service desk and drove first contact resolution by retooling the team and re-establishing the service desk as the heartbeat for the IT organization and becoming mission critical for service delivery to the business. Established a center of excellence around core ITIL service processes during first three years. Strengthened employee morale and reduced turnover, resulting in a 65% FCR-First contact resolution rating, a 0.5% reopen ticket rate, and more than 91% overall CSAT rating for service desk excellence.
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Sr Director, Technical ServicesBroadridge Financial Solutions 2012 - 2014New York, New York, UsHired to establish a center of excellence around problem and crisis management for the global fintech leader who provides communications, technology, data, and analytics solutions. Oversaw Network Operations, Server Operations, and Unified Communications Services over a 24x7, six data center hub with locations in New York, New Jersey, and India. Aligned strategy with ITIL methodology. Governed end-to-end process for user experience and business productivity. Established daily health check calls, critical event reports, and crisis escalation processes to unify the IT team around service delivery. Marshaled the adoption of common practices for data center management by instituting strong workflows and governance of ITIL processes in collaboration with a $77M managed-services provider (IBM). Infused energy and drove motivation across 30 infrastructure/development teams, executing a global, cross-team problem management process focused on root cause analysis and permanent elimination of problems. -
Ceo And PresidentThe Nile C&G, Llc (A Specialty Cuisine Restaurant) Apr 2008 - Apr 2012
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Director, Support ServicesEmblemhealth 2002 - 2012New York, Ny, UsDIRECTOR OF SUPPORT SERVICES , 2009 – 2012Evolved newly merged entities (HIP and GHI) into a centrally supported Emblem Health Technology team with common processes, metrics, and an eye on service excellence for NY’s leading neighborhood non-profit health care company. Oversaw a world-wide data center 50-member operations team comprised of IT Support Desk, Desktop Support, and Engineering staff. Automated password resets via an ACD-integrated voice recognition solution, expediting resolution for callers to a 45-60 second call duration without interaction with a Service Desk agent. Slashed major incident volume by 30%, introducing controls and going completely “paperless”, with automating change management approval requirement processes.ASSISTANT DIRECTOR OF SERVICE DESK & NOC , 2002 - 2009Converted the “help desk” to a fully functional Support Desk, improving the levels of customer service delivery campus wide. Expanded role to include oversight of multiple desktop and service automation teams with focus on developing a service management strategy to transform the service delivery execution. Established standards, best practices, evolved talent, and developed communication sharing strategies. Developed a highly integrated electronic onboarding process that incorporated the hiring manager, HR, building facilities, and technology processes to deliver 80% of new hire requirements on day one of employment. Onboarding process became a gold standard for all new hires across entire corporation. Merged the ITIL service desk function and incident management process, transforming the service desk into the Single Point of Contact (SPOC) focused on First Contact Resolution (FCR) which drove increased satisfaction ratings and reduced Mean Time to Repair (MTTR). -
Hdi Nyc Chapter OfficerHdi 2002 - 2008New York, Ny, UsOrganized achievement events and recognition opporutnities such as AOY (Analyst of the Year), National Customer Service Week, Mentorship, etc. -
Systems EngineerCa Technologies Apr 1999 - Aug 2002San Jose, California, UsSupported technical and sales staff, formulated strategy, managed software solution design and requirements gathering, and assessed client concerns. Boosted Enterprise Management tool as well as Sales of Service Desk by 25%. -
It Operations ManagerMorstan General Agency 1993 - 1999New Hyde Park, Ny, UsPlayed an integral role in leading Data Center operations through system management, quality service, and IT support. Managed patch panels, user accounts, and application support functions.
Nora Osman Skills
Nora Osman Education Details
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Wharton Executive EducationGlobal Cxo -
Stony Brook UniversityBusiness Management
Frequently Asked Questions about Nora Osman
What company does Nora Osman work for?
Nora Osman works for Norvana
What is Nora Osman's role at the current company?
Nora Osman's current role is CEO.
What is Nora Osman's email address?
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What is Nora Osman's direct phone number?
Nora Osman's direct phone number is +191445*****
What schools did Nora Osman attend?
Nora Osman attended Wharton Executive Education, Stony Brook University.
What are some of Nora Osman's interests?
Nora Osman has interest in Social Services, Children, Environment, Science And Technology, Human Rights, Arts And Culture, Health.
What skills is Nora Osman known for?
Nora Osman has skills like Management, Data Center, Leadership, Change Management, It Service Management, Strategy, Project Management, Information Technology, Incident Management, Service Desk, Team Building, Technical Support.
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