A
Ameene Shishakly
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Digital Product Owner/Manager, BMO Financial Group
Toronto, Ontario, Canada
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Product Owner/ManagerBMOFeb 2023 - Current (3 years 9 months)Product Owner, Customer Identity and Access Management for BMO Digital Canada. Current build: Phase 2 of an enterprise solution for authentication and credential management in support of a multi-phase project to enable the digital vision of one customer/one bank.- Acting Product OwnerBMOJun 2021 - Nov 2021 (6 months)Acting PO in Digital Banking Canada, Continuous Improvement
- Product ManagerBMODec 2020 - Feb 2023 (2 years 3 months)Product Manager, Continuous Improvement, Digital Platforms
- Digital Channel Ops Coordinator, North American ChannelsBMOFeb 2018 - Apr 2021 (3 years 3 months)Achievements Joined Android app sign-in enhancements as acting Product Manager. Project completely on time and on budget. Created process to assign and deliver fixes to production defects in Mobile and Online Banking. Currently managing this work stream. Lead project to decommission secondary customer app due to lack of use. Project completed on time with minimal customer impact or resistance. Assumed day-to-day management of a team of four, assigning tasks, scheduling resources for implementations, coaching as needed, focus on building team reputation within the larger department. Day-to-day Operations stands as the final word on how the current production environment works. I assist managing day-to-day operations, solving issues (both sim
- Customer Advisor, EnomTucowsJun 2017 - Jan 2018 (8 months)Phone, email and chat support to retail and wholesale customers under the E3 brand (Enom, EnomCentral, BulkRegister), part of Tucows, 2nd largest domain registrar worldwide Customer Service
• Support for domain registrations, renewals, transfers in and out, including troubleshooting through all stages of a domain’s life cycle and TLD-specific issues, assistance with unresponsive resellers, domain ownership issues while ensuring compliance with ICANN regulations
• In-depth knowledge of DNS, assisting customers with DNS-related issues, support of 3rd party DNS set up (Squarespace, Wix.com, Wordpress, etc), educating customers on the how-tos of DN - Channel Specialist, Digital ChannelsBMOFeb 2009 - Jul 2016 (7 years 6 months)Developed and managed high-visibility customer channels of 2MM+ users Operations
• Developed and implemented multiple projects to improve Online and Mobile Banking channels with a focus on balancing usability and functionality w/ security & compliance
• Conceptualized and created UI design for new functionalities introduced into the Channels Project Management
• Projects included design & implementation of new Online Banking sign-in page (2015), design of Future-dated bill payment notification option (2014), design & implementation of Bank Plan indicator and initial design and planning of a self-serve Bank Plan selector (2014-15) Analytics
• Maintained and analyzed channel-specific reporting and customer feedback to dete - Workforce Management AnalystBMOJan 2008 - Feb 2009 (1 year 2 months)Scheduled and monitored performance of 200-300 North American Contact Centre agents in Montreal and Toronto centres Operations
• Monitored agent adherence and conformance to schedules for all Contact Centres to ensure Service Level objective is maintained
• Made real-time adjustments to staffing changes in IEX/TotalView Application as required to fulfill our service level agreement and analyzed real-time data to liaise with business partners on issues affecting our Contact Centres
• Created and maintained agent Login IDs in Symposium Web Client
• Planned and produced weekly schedules for 100 agents, ensuring Service Level Agreement was fulfilled; analyzed staffing challenges and provided recommendations to Senior Manager - Assistant Team LeaderBMOJan 2006 - Jan 2008 (2 years 1 month)Managed and supervised 18 team members responding to customer inquiries online Analytics
• Maintained and organized reports on all aspects of team performance and accountable that customer inquiries were responded to within promised SLA Team Leadership
• Supported Team Leader and team as subject matter expert and mentored employees on improving productivity, including coaching on using all tools available, reviewing individual emails on how to improve writing quality, creating productivity contests during peak periods to increase productivity while maintaining team morale
• Floor Manager for Toronto Call Centre on rotating basis Customer Service
• Addressed escalated issues by connecting customer with the correct resourc - Customer Contact AgentBMODec 2001 - Jan 2006 (4 years 2 months)Agent responsible for responding to client inquiries through Online Channel Customer Service
• Top performer in productivity, email quality, customer satisfaction
• Cross-trained in bilingual Telephone Banking, Password Reset and Technical Support inquiries through Telephone and Online channels Team Leadership
• Acting Assistant Team Leader, Summer 2005
• Floor Manager for Toronto Call Centre on rotating basis - SupervisorStarbucksJan 1999 - Jan 2001 (2 years 1 month)Serving customers and managing partners at a high-volume Starbucks location Customer Service
• Fulfilling all aspects of the Starbucks experience, from wait times to quality of products served
• Addressing customer complaints directly and ensuring their satisfaction in every encounter Operations, Team Leadership
• Managing day-to-day store operations, including balancing each day’s transactions, bank deposits, ensuring partners had sufficient supplies on hand, ordering coffee, milk and paper supplies weekly based on consumption reports
• Mentoring partners on and role-modelling delivering the Starbucks experience at every interaction, including speed of service, quality of drinks served, remembering regular customers’ na - Second ClarinetThe National Ballet of CanadaJan 1991 - Jan 2000 (9 years 1 month)Contracted musician with The National Ballet of Canada. Treasurer then Chairman, National Ballet Orchestra Players Committee, 1997- 99.Member then Co-Chair, National Ballet Orchestra Negotiating Committee, 1997-99.
Education
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- bachelor, Bachelor's Degree, Music Performance, GeneralUniversity of TorontoJan 1983 - Jan 1987 (4 years 1 month)