Eric Dolman
Director Ivr & Routing Strategy @CIBC
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WORK HISTORY
Director Ivr & Routing Strategy @CIBC
CA
Strategic Planning• Developed and implemented clear and innovative short and long-term roadmaps for IVR and routing business strategies. Identified, prioritized and developed business design solutions for enhanced servicing and operational capabilities, new processes and new technologies related to IVR and Routing. Consulting• Provided business consultation support for complex and organization wide initiatives relating to IVR and Routing. Served as an expert advisor to senior level management on IVR and Routing, providing advice and direction to lines of business, and technology stakeholders based on sound understanding of notable internal/external developments and technology trends. Research & Analytics• Leveraged data and insights to understand client behaviors and made recommendations based on analysis. Researched, assessed, and interpreted new strategies and tactics (including new technology platforms and industry trends) to drive the business and overall growth of the automated IVR channel and ‘best in class’ service. • Monitored and benchmarked existing operations against other industries and competitors.
EDUCATION
Queen's University
MBA
Western University
B.E.Sc.
SKILLS
ABOUT ERIC DOLMAN
Experienced leader specializing in customer contact strategy, operations and technologies, customer interaction design and Omni-channel analytics. Prefers working in highly complex large scale Telecommunication and Financial Service organizations. An inquisitive mind who enjoys identifying complex customer interaction problems and the satisfaction of working with energetic cross functional teams to implement contact centre solutions.
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