Jizelle D'sa, Csm®, Cspo®
About Jizelle D'sa, Csm®, Cspo®
Jizelle D'sa is a Sr. Business Analyst at CIBC with a background in mathematics education and extensive experience in managing escalations and improving response times.
Sr. Business Analyst at CIBC
Jizelle D'sa serves as a Sr. Business Analyst at CIBC, where she has held this position since 2017. Based in Toronto, Ontario, Canada, she manages over 1000 escalations monthly through two support mailboxes, ensuring that 90% are actioned on the same day. Jizelle has built and implemented a process to track escalation volumes and types, offering management crucial statistics and insights. She also created an ECIF user community video and FAQs, cutting down the number of escalations that users can resolve independently. Her role includes consulting on change requests to fix defects and collaborating with technology partners to enhance response times.
Assistant Professor Roles in Mumbai and Pune
Before joining CIBC, Jizelle D'sa had an extensive academic career as an Assistant Professor of Mathematics. She served at Wilson College Chowpatty Mumbai from 2013 to 2016 and at National College, Mumbai in 2013. Jizelle also gained experience as an Assistant Professor at Symbiosis Institute of Technology, Pune, from 2010 to 2012, and as a Lecturer at Nowrosjee Wadia College, Pune, from 2007 to 2010.
Educational Background in Mathematics
Jizelle D'sa holds a Master of Arts (M.A.) in Mathematics from the University of Mumbai, completed between 2005 and 2007. Prior to her postgraduate studies, she earned a Bachelor of Arts (B.A.) in Mathematics from Nowrosjee Wadia College, Pune, graduating in 2005. She further extended her academic credentials by achieving Data Science Fundamentals from Communitech Academy in 2019.
Contributions to CIBC
In her role at CIBC, Jizelle D'sa has made significant contributions. She developed a living document that highlights the nuances and variations of escalations, acting as a guide for mailbox management. Additionally, she played a key role in collaborating with technology partners to address unresolved issues, thereby improving response times. Jizelle also created educational content to reduce escalation incidents and consulted on change requests related to ECIF system defects.
Encouraging Girls in STEM through Hackergirl Program
Jizelle D'sa actively participates as a CIBC ambassador for the Hackergirl program. This initiative is aimed at encouraging girls to pursue STEM subjects, helping to foster interest and participation in technology and related fields.