AeroLeads people directory · profile
Norma Shakra Email & Phone Number
Head of Customer Experience
at
SinaLite
1 work email found
@jonasclub.com
1 phone found area 312
LinkedIn matched
✓ Verified May 2026
4 data sources
Profile completeness 100%
Current company
Role
Head of Customer Experience
Location
Greater Toronto Area, Canada, Canada
Who is Norma Shakra? Overview
A concise factual answer block for searchers comparing this professional profile.
Quick answer
Norma Shakra is listed as Head of Customer Experience at SinaLite, based in Greater Toronto Area, Canada, Canada. AeroLeads shows a work email signal at jonasclub.com, phone signal with area code 312, and a matched LinkedIn profile for Norma Shakra.
Norma Shakra previously worked as Senior Director Client Services at Jonas Club Software and Director Customer Experience at Applyboard. Norma Shakra holds Bachelor, Honours Mathematics from Mcmaster University.
Company email context
Email format at SinaLite
This section adds company-level context without repeating Norma Shakra's masked contact details.
{first}.{last}@jonasclub.com
86% confidence
AeroLeads found 1 current-domain work email signal for Norma Shakra. Compare company email patterns before reaching out.
Profile bio
About Norma Shakra
Visionary client experience and operations leader. Recognized for improving customer experience, retention, process efficiency and productivity, and enabling growth through data-driven solutions and insights and leading-edge technology.I have 15+ years experience in Customer Service and Operations; 10+ years in senior cross-functional leadership roles (Customer Support, CSM, CARE, Professional Services and Data Analytics) with proven track record in building and leading high-performance diverse teams of 100+ employees and exceeding business results. I am results-driven, transformational leader, passionate about customer experience, employee engagement, advanced data analytics, AI and digital innovation. • Strong track record in designing and implementing customer experience models. Successfully reduced churn to under 3%.• Developed and implemented CX best-practice methodologies & tools to deliver exceptional customer experience. Improved NPS by 15% in the first year.• Deep expertise in cloud-based technologies and BI tools; proven success in harnessing power of data to drive strategic decision-making and operational excellence: Redesigned the structure of the customer support department, modernized CRM case queues, integrated with IVR, AI Chatbot, self serve portals, enhanced KPI reports and dashboards resulting in reduced average handling of resolutions by approximately 38% in the first year.• Identified and implemented multiple process improvement and automation products to improve productivity and reduce cost by an average of 50% in the first year.CORE COMPETENCIES: Transformational Leader | Change Management | Customer Success | Customer Satisfaction (CSAT) | Retention | Loyalty | Net Promoter Score (NPS) | Data Insights & Analytics | Excel, Power BI, SQL, Qlik, Tableau | Digital transformation | VoC | Sales Enablement | Mentor and Coach | Diversity and Inclusion | Performance Management | Continuous Improvement | Project Management | Key Performance Indicators (KPI) | Operations | Predictive Analytics | Data-Driven Decision Making | CRM Salesforce | Process Design and Development | Problem Solver | Communication | Collaborator | Strategic Thinking and Decision Making | Training | Budget P&L ADDITIONAL RELEVANT EXPERIENCE:• Deep knowledge working in various industries: Technology, Logistics, Education, Financial, Retail, Manufacturing• Extensive experience working in global, local, and different size organizations: large complex, mid- sized, start-ups.• Entrepreneur: Retail Owner, and Events management company
Listed skills include Management, Leadership, Business Development, Customer Satisfaction, and 18 others.
Current workplace
Norma Shakra's current company
Company context helps verify the profile and gives searchers a useful next step.
9 roles · 31 years
Norma Shakra work experience
A career timeline built from the work history available for this profile.
Head Of Customer Experience
Current
Oct 2024 - Present
Senior Director Client Services
- Lead three teams – Client Care, Professional Services and Education / e-learning teams. Design and oversee Client Experience strategy to improve loyalty (NPS), reduce attrition and increase product usage.
- Lead development and execution of the NPS program and instituted follow-up process.
- Designed and launched Client Health Check to identify At Risk Clients and prioritize proactive outreach.
- Oversaw vendor selection and successfully launched Jonas Club Software Academy – an e-learning LMS platform (Learning Management Software) for Clients
Jun 2023 - Jun 2024
Director Customer Experience
Led the CX Knowledge team to support AB SaaS platform and maintain quality and accurate information of 1500+ global institutions. Assessed People, Process, Tools, and Technology to drive efficiency and continuous process improvements. Established team mission, strategy, and setup infrastructure to successfully drive results. - Scaled up the team and setup.
Oct 2021 - Nov 2022
Senior Director Client Experience And Support Services
Create and implement strategic North America Client Service framework to provide consistent Client Experience between Canada and US. Design and implement successful strategies and initiatives to streamline critical business processes, resolve systemic issues and improve client retention.-Proven expertise in technology transformation and automation.
Mar 2017 - Sep 2021
Director, Client Service And Satisfaction
Responsible for building and leading Client Service department to improve retention, client satisfaction, issue resolution and upsell opportunities- Developed and instituted customer service best-practice methodologies - aligned people, developed processes, and launched new technologies to drive YoY Client Experience (CX) improvements and productivity..
Jan 2011 - Feb 2017
Ibm.Com, Client Experience Manager
Managed the Americas Client Satisfaction Sales Center Team and supported the Americas sales organization. Enable a culture dedicated to every client's success and positively impact America sales center's business growth. -Successfully led global deployment of 2 new client experience corporate surveys for IBM Sales centers. Collaborated with North America.
2005 - 2010
~5 yrs
Senior Client Satisfaction Consultant
Supported the ibm.com Toronto Sales Center and executed Project Management Role for two Americas ibm.com customer satisfaction Surveys.- Conducted Customer Satisfaction Leadership sessions with 1st Line & 2nd line managers to outline their team’s progress and action plans to improve their results.- Designed and created the front end interface for customer.
1997 - 2005
~8 yrs
Actuarial Analyst
Annuity Research & Marketing Services
Analyzed Dental, Drug and Weekly Indemnity utilization of potential clients’ employee groups, projected future trends, and proposed alternate methods to fund their benefit plan with the goal of gaining their business. In addition, I was on the benefit software development team: I handled all internal and clients software support.
1995 - 1997
~2 yrs
2 education records
Norma Shakra education
Bachelor, Honours Mathematics
Mcmaster University
Digital Transformation
University Of Virginia Darden School Of Business
FAQ
Frequently asked questions about Norma Shakra
Quick answers generated from the profile data available on this page.
What company does Norma Shakra work for?
Norma Shakra works for SinaLite.
What is Norma Shakra's role at SinaLite?
Norma Shakra is listed as Head of Customer Experience at SinaLite.
What is Norma Shakra's email address?
AeroLeads has found 1 work email signal at @jonasclub.com for Norma Shakra at SinaLite.
What is Norma Shakra's phone number?
AeroLeads has found 1 phone signal(s) with area code 312 for Norma Shakra at SinaLite.
Where is Norma Shakra based?
Norma Shakra is based in Greater Toronto Area, Canada, Canada while working with SinaLite.
What companies has Norma Shakra worked for?
Norma Shakra has worked for Sinalite, Jonas Club Software, Applyboard, Livingston International, and Ibm.
How can I contact Norma Shakra?
You can use AeroLeads to view verified contact signals for Norma Shakra at SinaLite, including work email, phone, and LinkedIn data when available.
What schools did Norma Shakra attend?
Norma Shakra holds Bachelor, Honours Mathematics from Mcmaster University.
What skills is Norma Shakra known for?
Norma Shakra is listed with skills including Management, Leadership, Business Development, Customer Satisfaction, Project Management, Operations Management, Sales Management, and Sales Operations.
Find 750M verified contacts
Search by job title, company, industry, location, and seniority. Export verified B2B contact data when you need it.
Start free trial