Martin Sordzi
About Martin Sordzi
Martin Sordzi is a Senior Operations Analyst at the Canadian Imperial Bank of Commerce (CIBC) in Toronto, Canada, with extensive experience in technology and client support roles within the bank.
Current Role at CIBC
Martin Sordzi holds the position of Senior Operations Analyst at the Canadian Imperial Bank of Commerce (CIBC). He has been in this role since 2011, based in the Toronto, Canada Area. In this capacity, he is responsible for managing and analyzing the operations processes within the bank. His role involves presenting monthly Keynote Performance and Availability results in a town-hall meeting for CIBC Online Banking and CIBC Brokerage.
Previous Roles at CIBC
Prior to his current role, Martin Sordzi held various positions at CIBC. From 2007 to 2011, he served as a Senior Client Technology Analyst Monitoring, Support & Design at CIBC Enterprise Voice Operations. Between 2000 and 2007, he was a Client Technology & Information Systems Security Analyst at CIBC Technology Support Centre (TSC). In 2000, he worked as a Technical Analyst at CIBC-National Contact Centre Operations (NCCO). He also held the role of PCF Helpdesk Inbound/Outbound Helpdesk Analyst at CIBC/Intria Items Inc. from 1998 to 2000, and served as a Bilingual Senior Point of Sales Analyst at CIBC Merchant Visa, Card Products Division from 1995 to 1998.
Educational Background
Martin Sordzi has completed a range of educational programs across multiple institutions. He has an Emotional Intelligence (EQ) Certificate from ProTech Professional Technical Services, Inc. (2017). Additionally, he studied Computer/Information Technology Administration and Management from Akamai University (2014), Aspect (2010), Avaya Dialer PC (2010), and Bell Canada (2010). He also earned a diploma in Criminal Justice/Police Science from International Correspondence School (ICS) between 1993 and 1996, and a Certification in Litigation and Legal Specialties from George Brown College Continuing Education (1992).
Vendor Management Experience
In his role as Senior Operations Analyst at CIBC, Martin Sordzi manages vendors to ensure that services are restored promptly. He is involved in reviewing root cause analyses from vendors and ensuring remediation steps are implemented to prevent future issues. His work requires close collaboration with external vendors and internal teams to maintain high service quality and operational efficiency.
Project Involvement at CIBC
Martin Sordzi has participated in several significant projects at CIBC. Notably, he has been involved in projects to establish the proper customer support framework before rolling out new Internet Channel services into production. His hands-on approach to creating efficient support systems has been critical in ensuring smooth service launches and satisfactory customer experiences.