David Bradshaw

Vice President, Atb Client Care & Sales Advice @ATB Financial

CA

Recruited to revamp, rebrand the Customer Care Centre and build a multi-year strategic plan focused on improving the client experience. Improved Client Satisfaction scores from 86.4% to 93.8%. Transitioned all operations, training, and recruitment to be delivered remotely during the Covid-19 pandemic without client satisfaction scores dropping and with zero business disruption. Appointed Executive Sponsor of Black Team Member Network, sponsoring a number of nonprofits, including Realizing Your Potential, and performing as a career mentor and coach to five team members. Rebuilt entire contact centre strategy, operations from recruiting to sales and service delivery. Redesigned sales channel, resulting in 34% growth in mortgage sales and 54% in deposits.

Ivey Business School Executive Education

Executive Development, Operations Leadership

Ivey Business School Executive Education

Executive Development Program, Marketing, Strategy, Leadership and Finance

York University

Marketing, Law and HR

Queen's University

Executive Development, Leadership

The University of Western Ontario - Richard Ivey School of Business

Executive Development, Finance

Massachusetts Institute of Technology, Boston, MA

Executive Program Client Experience

Schulich School of Business - York University

Green Belt, Six Sigma for Services