CUSTOMER EXPERIENCE , BUSINESS TRANSFORMATION & STRATEGY LEADER

Financial Services | Customer Experience | AI & Digital Enablement

Dynamic and results-oriented transformation executive with over 20 years of experience driving operational excellence, digital innovation, and enterprise-scale change across financial services, telecommunications, and academia. Adept at translating strategy into execution, aligning technology and people to deliver measurable results.

Recognized for leading AI, automation, and client experience modernization initiatives that reduce costs, strengthen engagement, and improve efficiency across global contact centres. Brings a balance of strategic vision and practical delivery, supported by advanced credentials in Lean Six Sigma, Change Management, and Agile Delivery.

CORE CAPABILITIES

Digital Transformation & AI Enablement | Operational Strategy | Customer Experience Leadership

Program Management & Execution | Data & Analytics | Financial Modeling & ROI Analysis

Stakeholder Engagement | Agile, Scrum & Change Leadership | Cross-Functional Team Development

TECHNOLOGY & TOOLS

AI & Knowledge Platforms | IVR & Contact Centre Systems | Workforce Optimization Tools

PROFESSIONAL EXPERIENCE

SCOTIABANK – Toronto, ON

Senior Manager, Strategic Initiatives – Global Contact Centres | Feb 2018 – Oct 2025

Led strategy and execution of multi-year transformation programs across global contact centres, improving efficiency, security, and experience for millions of customers.
Spearheaded deployment of Generative AI and knowledge tools, reducing call escalations and improving accuracy of responses across 12 markets.
Directed voice biometrics authentication strategy, reducing fraud risk and improving client experience across phone and digital channels.
Created financial and operational models that secured executive sponsorship for innovation initiatives, driving measurable ROI and performance uplift.
Partnered with technology and compliance leaders to implement secure automation frameworks, ensuring regulatory adherence and operational resilience.
Delivered enterprise-wide improvements in employee experience and productivity, enhancing engagement scores and reducing attrition.
Increased digital self-service adoption by 35%, reducing call volumes and improving service consistency.
Recognized for establishing the foundation of Scotiabank’s AI-powered contact strategy.

Senior Manager, Call Management & IVR / Digital Engagement | 2012 – 2018

Directed international call management and IVR governance for 27 countries across Latin America and the Caribbean, improving routing efficiency and service delivery.
Launched Click-to-Chat and Click-to-Talk channels across multiple markets, expanding secure digital servicing options.
Developed business continuity operations in Colombia supporting multiple markets, ensuring seamless client support during regional disruptions.
Led IVR automation initiatives that deflected over 90% of activation calls, boosting conversion and freeing capacity for revenue-generating opportunities.
Consolidated regional contact centre operations, standardizing customer journeys and improving operational efficiency by 20%.

SENECA COLLEGE – Toronto, ON

Professor, School of Accounting and Financial Services | Jan 2018 – Aug 2018

Delivered lectures in project management, change management, and customer experience.
Mentored students in leadership and real-world application of business transformation concepts.

BELL CANADA – Toronto, ON

Associate Director, Contact Centre Business Intelligence | Jun 2010 – May 2011

Managed analytics and reporting for national and international contact centres, providing executive insights to drive operational and customer satisfaction improvements.

ROGERS COMMUNICATIONS – Toronto, ON

Team Manager, Contact Centre Operations | Jan 2000 – Nov 2009

Led frontline and escalation support teams, improving first-call resolution and service delivery metrics.
Partnered with technical and process teams to optimize workflows, reducing average handling time by 15%.

EDUCATION

Master of Business Administration (MBA) – Carleton University, Ottawa, ON | Feb 2025

Certificate in Business Studies – Seneca College, Toronto, ON | Oct 2010

CERTIFICATIONS

Certified Change Practitioner (Prosci) – 2025
Lean Six Sigma Green Belt (Scotiabank) – 2018
PMI Agile Certified Practitioner (PMI-ACP) – 2016
Certified Scrum Product Owner (CSPO) – 2016
Project Management Professional (PMP) – 2011