Kamal Gill
About Kamal Gill
Kamal Gill is the Business Implementation Lead for Contact Centre Technology at CIBC in Toronto, Canada.
Current Title and Role
Kamal Gill holds the position of Business Implementation Lead for Contact Centre Technology at CIBC. He has been in this role since 2019, operating out of the Toronto, Canada area. In this capacity, Kamal is responsible for designing and implementing new business processes to enhance the effectiveness of Contact Centre Technology operations.
Professional Experience at CIBC
Kamal Gill's tenure at CIBC includes multiple roles: Incident Manager and Monitoring Specialist, Contact Center Technology (2016-2019), Incident Coordinator, Enterprise Incident Management (2014-2016), Client Technology Analyst, Branch Support Operations (2013-2014), and Technical Analyst, Enterprise Voice Operations (2012-2013). His extensive experience within the company has given him a comprehensive understanding of contact center technology and incident management.
Educational Background
Kamal Gill has earned multiple certificates and a diploma from esteemed institutions. He obtained a Project Management Certificate and a Business Analyst Certificate from Humber College, completing both programs from 2012 to 2013. Additionally, Kamal holds a Diploma in Management from Thompson Rivers University, achieved between 2009 and 2011.
Key Responsibilities and Skills
In his role at CIBC, Kamal Gill collaborates with business and technology teams to create and execute Business Acceptance Testing (BAT) plans. He manages communication among business partners, project teams, and technology teams to ensure ongoing project success. Kamal plays a significant role in facilitating training and coaching staff to align with industry standards for operations and customer service. He is also responsible for resolving project-driven incidents in collaboration with operations support.