Laila Manzoor

VP, Customer Experience & Operations | Edmonton, Alberta, Canada

Professional Overview

Laila Manzoor is an accomplished customer experience and operations executive with a proven track record of driving organizational excellence. As the VP of Customer Experience & Operations at We Know Training, she leverages her extensive industry expertise and strategic leadership to enhance customer satisfaction, operational efficiency, and cross-functional collaboration.

Experience Summary

Current Role

In her current role as VP of Customer Experience & Operations at We Know Training, Laila is responsible for overseeing the company's customer-facing functions, including support, onboarding, and retention. She has implemented data-driven strategies to improve customer satisfaction metrics, streamline operational processes, and foster a customer-centric culture. Under her leadership, the customer experience team has achieved significant improvements in first-contact resolution rates and net promoter scores.

Career Progression

Prior to her current role, Laila held progressive positions within We Know Training, serving as the Manager of Customer Experience & Operations and the Manager of Customer Support. In these roles, she demonstrated her ability to optimize workflows, enhance team performance, and drive continuous improvement. Earlier in her career, Laila gained valuable experience as a Graduate Research Assistant and Lab Instructor at the University of Alberta, as well as a Sales Associate at TJX Canada and a Sales and Service Consultant at TELUS.

Academic Background

Laila holds a Bachelor's degree from the University of Alberta, where she also completed her doctoral studies as a Graduate Research Assistant. Her academic achievements and research contributions have earned her recognition within the academic community.

Areas of Expertise

• Customer experience strategy and implementation

• Operational optimization and process improvement

• Data-driven decision making and performance management

• Cross-functional collaboration and team leadership

• Continuous improvement and organizational transformation

Professional Impact

Throughout her career, Laila has spearheaded numerous initiatives that have significantly impacted her organizations. At We Know Training, she led the implementation of a new customer relationship management (CRM) system, resulting in a 25% reduction in response times and a 15% increase in customer satisfaction. Additionally, she has actively participated in industry forums and conferences, sharing her expertise and contributing to the advancement of customer experience best practices.

Conclusion

Laila Manzoor's versatile background, strategic mindset, and passion for customer-centric excellence make her a valuable asset in the customer experience and operations domain. With her demonstrated ability to drive positive change and deliver measurable results, Laila is poised to continue making a meaningful impact in her current role and beyond.