Shannon Burch Email & Phone Number

Calgary, Alberta, Ca

As part of Neo Financial's mission to disrupt the banking experience for Canadians I am responsible for designing an experience for Canadians that not only disrupts that of traditional financial institutions but one that is unparalleled across any industry in Canada. Canadians should demand a financial institution to provide them with an easy low friction experience. They should trust that someone will be there when a problem arises and not have to wait forever to get help. This is the type of experience I designed at Neo - one that will continue to evolve and develop as customers' desires change. I am also accountable to design the program experience for partners of Neo Financial. A large part of the Neo difference is our alignment to partners big and small, and to provide financial services to their customers. Within the program design, Neo is responsible for supporting the customers with their financial services needs that represent the partners’ brand and a Neo-effective experience design. Outcomes: ✔ Reduced friction for customers including during times of the year with higher-than-average volumes.✔ 15% greater efficiency than industry average through a research approach to knowledge vs. strictly memorization. ✔ 25% lower turnover and high demand for new candidates.✔ 4.7% Google reviews sighting the experience with Neo.✔ Automation of traditional banking operations which improves efficiency upwards of 65%.✔ Elimination of 30% interaction volume by influence of product enhancements, process changes and highly effective self-service journey. ✔ Creation of a multi-skilled workforce who are 28% more productive than single-skilled workers.

Brilliantly Forward is an advisory organization obsessed with helping businesses grow and achieve that goal they never really thought was possible. The focus is to understand what gets in the way of success and provide a platform of resources available for business owners to select from as required for their business.As Co-Founder and Chief Content Creator, I offer expertise, guidance and support through the development of tools, educational materials, and mentorship on business strategy. With a focused, playful, and confident approach to helping businesses and individuals move forward, I work to deliver sound advice and create engaging, informed content targeted to unique business challenges. Support includes blog posts, podcasts, courses and community support for today's modern entrepreneur and business professional.

High River, Alberta, Ca

As the head of the customer contact centre I work with an amazing group of Customer Experience Experts who are focused on the customers. Western Financial is committed to evolving to ensure customers exceptions are exceeded. Leading the development of the CX strategy, I created a strategy that included process and tools for customer engagement , knowledge and technology.

Edmonton, Alberta, Ca

In this position, I led a collaborative, multi-layered team of 67 leaders and 300 staff across 31 branches. Our focus was on delivering trusted financial advice and education to customers. I worked alongside team members to build an engaged work culture that was aligned in their commitment to enhancing customer experience and creating a sense of confidence with clients.Outcomes:✔ Increased financial results by 8% achieving 150% of plan; increased in frontline experience by 2 points and reduced operational expenses by 8.5% while achieving the highest employee engagement results.✔ Developed and mentored leaders across the organization, focused on awakening a growth mindset, enhancing critical thinking, adaptability and business acumen.✔ Key contributor to the design of the customer obsession system within the organization, which developed new prioritization framework and comprehensive measurement of customer loyalty impact on financial results.

Toronto, Ontario, Ca

As Director of Business Solutions and Operational Projects, I led and drove a customer-focused culture, deepening client relationships and leveraging broader Bank relationships, systems and knowledge.Outcomes:✔ Developed and deployed business transformation strategy which brought the back office and client facing roles closer to the customer, resulting in reduced turn-around time and quicker means to escalate customer concerns, significantly increasing efficiency.✔ Provided business support across multiple wealth delivery streams; created a centre of excellence with a deep knowledge of the wealth management regulatory environment.✔ Oversaw multiple agile projects focused on operational improvement and product development.✔ Managed the business continuity and recovery planning for Canadian wealth management.

Toronto, Ontario, Ca

In this role I was responsible for 3 locations between Canada and Mexico and a contact centre solution provider, including team management and operational strategy.Outcomes:✔ Created a new structure which reduced expenses by $1.6 million; introduction of a new customer experience model allowed leaner team to increase productivity and revenue between 10% and 13% 3 years in a row.✔ Spearheaded cross-functional initiative which achieved an increase of customer interactions by 117%.✔ Cultivated strong professional relationships with industry partners by creating focus campaigns to drive long-term business development.✔ Proactively identified and solved complex situations which impacted all aspects of the contact centre.

Toronto, Ontario, Ca

As Vice President Branch Distribution, I was responsible for 23 branches in 3 diverse markets across Southern Alberta and BC.Outcomes:✔ Created sales and revenue-generating opportunities across diverse markets to improve customer relations and return on investment, adding just under $10 million to the bottom line.✔ Increased revenue of $20 million through the introduction of wealth management accountability for each team.✔ Optimized productivity with the introduction of a new customer experience and coaching model.

Toronto, Ontario, Ca

As Vice President I was responsible for the performance and leadership of 15 branches in the downtown core of Calgary.Outcomes:✔ Maximized revenues by developing tailor made sales strategies based on analysis of industry trends and our competitors.✔ Spearheaded the execution of several leadership techniques aimed at increasing employee engagement, results included a 12% increase in engagement scores.✔ Developed strong professional relationships within the industry focused on long-term growth.

Toronto, Ontario, Ca

In this role I consulted and collaborated with the Region Head and District Vice Presidents to implement and execute Sales and Service strategy and tactics in the Prairie Region.Outcomes:✔ Cultivated strong relationships among internal partners in order to generate revenue growth, increased customer experience results and employee engagement. ✔ Spearheaded cross-functional initiative to create a training and development program which was expanded nationally.✔ Developed strategies to take advantage of the rapidly growing market.

Master Of Business Administration - Mba, Business Administration And Management, General

Bachelor Of Arts - Ba, Economics

Registered Retirment Consultant

Certified Financial Planning Designation, Financial Planning

Certificate, Change Management Practitioner