As a Consultant in Risk Insights and Monitoring at CIBC, I apply 18 years of expertise in contact center management to offer strategic guidance on risk management, customer satisfaction, and operational effectiveness. Certified as a Project Manager, I've played a pivotal role in delivering various digitalization initiatives, elevating client experience and adoption. With a track record of leading diverse teams exceeding 400 members, I consistently meet targets for sales, service, quality, and productivity. I've spearheaded the implementation of new service strategies and processes, driving improved customer experience and profitability. My focus remains on delivering innovative solutions aligned with CIBC's business goals and customer needs.