Muna Osman

Operations, Compliance, and Quality Assurance professional with over 10 years of experience supporting high-volume operational environments within a large national financial institution. Extensive experience supporting employee onboarding, workforce administration, employee records management, documentation review, compliance monitoring, employee coaching, policy interpretation, investigations, operational reporting, and business processes in a highly regulated environment. Recognized as a trusted resource by employees and leadership teams for providing guidance on workforce processes, onboarding activities, employee documentation requirements, operational procedures, employee relations matters, and compliance standards.

Proven ability to maintain accuracy, confidentiality, data integrity, and compliance while managing large volumes of records, employee information, and operational activities in fast-paced environments.

SENIOR QUALITY ASSURANCE & PERFORMANCE SPECIALIST at CIBC CONTACT CENTRE (2022-10 – 2025-12)

• Supported workforce and operational administration through documentation review, records verification, compliance monitoring, employee support activities, and process improvement initiatives.
• Maintained accuracy and integrity of operational records, employee information, system updates, and business documentation.
• Utilized Workday, Workforce Management Systems, Salesforce, Genesys, AS400, TSYS, and internal platforms to support operational processes, workforce activities, and information management.
• Audited more than 100 records, transactions, files, disclosures, and procedural requirements daily while maintaining a high level of accuracy and attention to detail.
• Identified process gaps, record discrepancies, compliance concerns, and operational risks while recommending corrective actions and process improvements.
• Verified corrective actions were completed accurately and information was updated in accordance with organizational requirements.
• Collaborated with leadership teams to support employee coaching, onboarding initiatives, workforce readiness activities, performance improvement efforts, and operational effectiveness.
• Worked closely with cross-functional teams, including leadership, frontline employees, training teams, and operational partners, to support workforce initiatives and business objectives.
• Served as a subject matter expert on operational procedures, compliance requirements, records management standards, workforce processes, and employee support.
• Served as a primary operational support resource for frontline employees handling complex procedural questions, exception requests, investigations, and escalated concerns.
• Assisted employees with policy interpretation, records review, issue resolution, and operational decision-making.
• Reviewed requests exceeding employee authority levels while ensuring compliance with organizational policies and procedures.
• Provided real-time coaching and operational guidance to support employee performance and workforce effectiveness.
• Collaborated with leadership teams to resolve escalated situations and maintain operational standards.
• Supported employee onboarding through training coordination, systems support, records review, operational coaching, and workforce readiness activities.
• Delivered virtual and in-person training on procedures, systems, workflows, documentation requirements, operational processes, and compliance expectations.
• Assisted with onboarding and transition initiatives supporting multiple business lines.
• Acted as a trusted resource for employees requiring assistance with operational procedures, workforce systems, and business requirements.
• Managed high-volume customer and employee-related inquiries while maintaining compliance, quality, and operational standards.
• Investigated account-related concerns, records issues, and operational exceptions.

CUSTOMER SOLUTIONS MANAGER (CSM) SUPPORT – ESCALATIONS & OPERATIONS at CIBC CONTACT CENTRE (2018-10 – 2022-10)

• Served as a primary operational support resource for frontline employees handling complex procedural questions, exception requests, investigations, and escalated concerns.
• Assisted employees with policy interpretation, records review, issue resolution, and operational decision-making.
• Reviewed requests exceeding employee authority levels while ensuring compliance with organizational policies and procedures.
• Provided real-time coaching and operational guidance to support employee performance and workforce effectiveness.
• Collaborated with leadership teams to resolve escalated situations and maintain operational standards.

PEER COACH & NEW HIRE TRAINER at CIBC CONTACT CENTRE (2017-10 – 2018-10)

• Supported employee onboarding through training coordination, systems support, records review, operational coaching, and workforce readiness activities.
• Delivered virtual and in-person training on procedures, systems, workflows, documentation requirements, operational processes, and compliance expectations.
• Assisted with onboarding and transition initiatives supporting multiple business lines.
• Acted as a trusted resource for employees requiring assistance with operational procedures, workforce systems, and business requirements.

CUSTOMER SERVICE REPRESENTATIVE at CIBC CONTACT CENTRE (2015-10 – 2017-10)

• Managed high-volume customer and employee-related inquiries while maintaining compliance, quality, and operational standards.
• Investigated account-related concerns, records issues, and operational exceptions.

Diploma in Medical Laboratory Technician – Everest College