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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
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Head Of Customer ExperienceSinaliteToronto, On, Ca -
Head Of Customer ExperienceSinalite Oct 2024 - PresentMarkham, Ontario, Ca -
Senior Director Client ServicesJonas Club Software Jun 2023 - Jun 2024Markham, Ontario, CaLead 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 -
Director Customer ExperienceApplyboard Oct 2021 - Nov 2022Kitchener, Ontario, CaLed 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 a centralized implementation onboarding team to improve onboarding experience.- Identified and implemented automation opportunities to improve productivity and reduce cost.- Introduced new KPIs and reporting structure to track progress.- Women’s leadership committee – hosted virtual guest speaker event, and in person leadership sessions. -
Senior Director Client Experience And Support ServicesLivingston International Mar 2017 - Sep 2021Toronto, On, CaCreate 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; Implement industry-leading technologies to deliver successful omnichannel client experience i.e., Salesforce CRM, Web chat, and IVR, Smartphone Self-Service solution.-Develop Client Service Self-Serve strategies for each stage of the client journey; successfully develop retention campaigns to keep us top of mind with clients-SME on CRM Salesforce: including implementation, business process improvements, data analytics - reports and dashboards, and integrations with Telephony system, web chat and other internal portals to enhance user experience and improve productivity. -
Director, Client Service And SatisfactionLivingston International Jan 2011 - Feb 2017Toronto, On, CaResponsible 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. Improved Net Promoter and Overall Performance scores.- Built a new onboarding team to improve client on-boarding experience and centralize the on-boarding process across all lines of business; successfully reduced time to onboard clients by 30%.- Improved employee engagement. Mentored and developed staff to promote succession planning. - Designed and launched incentive compensation programs for account managers to recognize and reward top performers and improve key metrics including opportunity identification, retention, Business Reviews.- Developed strategic partnership with sales, operations, credit services and marketing departments to align processes and reinforce client first culture.
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Ibm.Com, Client Experience ManagerIbm 2005 - 2010Armonk, New York, Ny, UsManaged 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, Europe and Asia Pacific ibm.com Client Satisfaction leads to ensure timely program rollout and engagement of world-wide sales team. -Led the America’s team to rank #1 (3 consecutive years) among the Global Sales Centers on the corporate client satisfaction surveys.-Conducted monthly and quarterly reviews with ibm.com Vice Presidents and Directors to provide customer satisfaction updates and proposed action plans.-Developed and deployed Client Satisfaction Sales Training Programs across the Americas Sales Centers enabling sellers, managers and executives to execute best practices to deliver Client Value and increase revenue.-Created and deployed recognition programs to drive the role model behaviors required to transform the culture and improve business results.-Identified systemic issues and implemented action plans to build long-term client value behavior.-Developed and ran an operational management system for North America sales center organization.-Led the North America Sales Center to achieve Y/Y improvement of 5% on client satisfaction metrics.-Identified root-cause client issues and developed successful action plans to improve processes and resolve systemic issues. -
Senior Client Satisfaction ConsultantIbm 1997 - 2005Armonk, New York, Ny, UsSupported 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 satisfaction reporting system to allow the sales teams to view their client survey results.- Educated the sales teams on the customer satisfaction processes to ensure a sufficient sample is collected.
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Actuarial AnalystAnnuity Research & Marketing Services 1995 - 1997Analyzed 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.
Norma Shakra Skills
Norma Shakra Education Details
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Mcmaster UniversityHonours Mathematics -
University Of Virginia Darden School Of BusinessDigital Transformation
Frequently Asked Questions about Norma Shakra
What company does Norma Shakra work for?
Norma Shakra works for Sinalite
What is Norma Shakra's role at the current company?
Norma Shakra's current role is Head of Customer Experience.
What is Norma Shakra's email address?
Norma Shakra's email address is ns****@****ers.com
What is Norma Shakra's direct phone number?
Norma Shakra's direct phone number is +131251*****
What schools did Norma Shakra attend?
Norma Shakra attended Mcmaster University, University Of Virginia Darden School Of Business.
What skills is Norma Shakra known for?
Norma Shakra has skills like Management, Leadership, Business Development, Customer Satisfaction, Project Management, Operations Management, Sales Management, Sales Operations, Sales, Team Management, Coaching, Program Management.
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