Mandy Choi
Senior Ux Specialist @CIBC
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WORK HISTORY
Senior Ux Specialist @CIBC
Toronto, ON, CA
End-to-end UX design for an award-winning GPT-powered Gen AI chatbot, using Azure AI Search to optimize frontline employees’ interaction with the knowledge base, seamlessly integrating into workflows and improving AHT (average handling time), efficiency, and satisfaction.Tasked with bridging the gap between the designers and engineers, refining the handoff process by implementing a design system featuring design tokens. My role includes reviewing of existing inventory, contributing to the creation and documentation of components, ensuring seamless collaboration and consistency across our projects.
EDUCATION
University of Toronto
B.A.
BrainStation
Certificate
The Royal Conservatory of Music
Associate Diploma (ARCT) Piano
ABOUT MANDY CHOI
As a UX Specialist at CIBC, I design solutions that help the frontline better serve our clients. I focus on two areas: Knowledge Management Azure search and conversational UX for Generative AI chatbot powered by GPT, which aims to enhance knowledge creation as well as frontline’s experience by providing easy access to information and support, leading to increase in efficiency and accuracy rates. With a passion for creating delightful user experiences, I blend creativity with technical know-how to craft digital solutions. With a strong foundation in HTML/CSS and over 12 years in front-end web development, I bridge the gap between design, accessibility and development, ensuring that my concepts come to life beautifully and functionally.
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