Augustus Kwamena Grant
About Augustus Kwamena Grant
Augustus Kwamena Grant is a Senior Business Analyst at CIBC Channel Optimization in Toronto, Ontario, Canada, with extensive experience in various roles at CIBC and Bell Mobility.
Title
Augustus Kwamena Grant is a Senior Business Analyst at CIBC Channel Optimization. He began this role in 2018 and is based in Toronto, Ontario, Canada.
Professional Experience at CIBC
Augustus Kwamena Grant has accumulated extensive experience in various roles at CIBC. Before becoming a Senior Business Analyst, he was a Client Analyst in the CIBC Deep Dive Team from 2015 to 2018. He also served as Supervisor Sales Support for the CIBC Mobile Sales team from 2013 to 2015 and worked as a Quality Assurance Officer in CIBC Direct Sales (CML) from 2011 to 2013. Between 2006 and 2011, he was a Quality Monitor at CIBC (HUB) Telephone Banking. His career at CIBC began as a Financial Services Representative in CIBC Telephone Banking from 2005 to 2006.
Previous Employment at Bell
Before his tenure at CIBC, Augustus Kwamena Grant worked at Bell as an Outbound Sales Representative for Bell Mobility. This role lasted from 2004 to 2005 and was based in Mississauga, Canada.
Education and Certifications
Augustus Kwamena Grant attained his education from St. Clair College, where he studied from 1999 to 2003. He holds a Diploma in Business Administration Marketing and a Certificate in International Business.
Expertise in Channel Optimization
Augustus Kwamena Grant specializes in identifying client pain points within self-service channels such as Online Banking, Mobile Banking, and Interactive Voice Response. He utilizes data from Verint and Deep Dive reporting to make recommendations aimed at reducing call volume and achieving transfer savings within contact centers. Additionally, he collaborates with business partners to implement process improvements in these self-service channels.