As the Senior Manager, Customer Capabilities, IVR, Routing and Queue Management. I am passionate about transforming customer experiences in the banking industry through cutting-edge IVR, telephony, and routing solutions. Leading a dynamic team at TD Bank to drive strategic vision & operational excellence and elevate service delivery. Embracing the challenges and opportunities of this pivotal role, I am dedicated to leveraging technology to create seamless interactions for our customers. Committed to nurturing talent and fostering a culture of continuous growth, I find immense fulfillment in developing the next generation of leaders within the organization. Thriving at the intersection of innovation and people development, I am driven by the power of technology to enhance customer engagement and the potential of individuals to achieve their fullest potential.I am working towards more senior leadership opportunities, where I can continue to develop my skills & help further impact our business and drive results. Outside of work you can find me doing a lot of carpentry, antiquing, watching or playing sports and finding ways to spend as much time outdoors as possible.