Kevin Brooks
About Kevin Brooks
Kevin Brooks is the Senior Director of the CIBC Costco Contact Centre in Fredericton, New Brunswick, Canada, with extensive experience in various leadership roles at CIBC.
Senior Director, CIBC Costco Contact Centre
Kevin Brooks holds the position of Senior Director at the CIBC Costco Contact Centre. Since 2022, he has been leading a team based in Fredericton, New Brunswick, Canada. In his role, Kevin oversees operations that span five provinces and three time zones, with all team members working remotely. He is responsible for ensuring the Contact Centre handles millions of client contacts annually, significantly influencing clients' everyday banking experiences.
Professional Background at CIBC
Kevin Brooks has a long-standing career at CIBC, beginning in 2005. He has held several senior positions, including Senior Director of the Eastern Region & Simplii Financial Contact Centres from 2020 to 2022, Senior Director of the Credit Cards Contact Centre from 2015 to 2020, Human Resources Director from 2012 to 2015, Senior Employee Relations Consultant from 2010 to 2012, and Senior Human Resources Consultant from 2005 to 2010. This extensive experience highlights his expertise in managing large teams and overseeing various departments.
Educational Background
Kevin Brooks studied at the University of New Brunswick, where he majored in HR Management and minored in French. He earned a Bachelor of Business Administration (BBA) from 1996 to 2000. His academic background in HR Management has been instrumental in shaping his career, particularly in human resources and employee relations roles.
Focus on Gender Parity and Diversity
In his current role, Kevin Brooks leads a team committed to achieving gender parity and promoting diversity at all levels within the CIBC Costco Contact Centre. His efforts are focused on creating an inclusive workplace where diversity is valued and encouraged, reflecting the core values of CIBC.
Impact on Client Experience and Credit Card Journey
Kevin Brooks plays a key role in enhancing the client experience and redefining the credit card journey for millions of clients. His leadership at the CIBC Costco Contact Centre ensures that the team is dedicated to client relationships, contributing to a highly engaging and supportive employee experience. This focus is crucial in maintaining high client satisfaction and loyalty.