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Phoebe Liu serves as a Manager, Training and Quality, and IVR Product Owner at Laurentian Bank, where responsibilities include developing training programs, directing quality assurance efforts, and leading the IVR revamp project to enhance customer satisfaction. With previous experience as Assistant Manager, Quality Management, Phoebe successfully managed remote teams, initiated the Net Promoter Score project leading to measurable improvements in customer satisfaction, and acted as a key liaison in quality control for significant projects. Prior roles at Rogers Communications and Bell involved operational analysis, project management, and implementation of process improvements, showcasing expertise in data retrieval and analysis, stakeholder communication, and change management methodologies. Educational credentials include certifications in Data Science and Project Management, with recent training in data analytics.