Cherry Cai

Experience

• 

  ATB Financial

  Nov 2013 - now

  Highly accomplished and results-oriented Lead Change Management Strategist with a proven track record of successfully steering complex organizational transformations, particularly within large-scale technology implementations. Currently leading the strategic change management efforts for the significant Salesforce implementation at ATB Financial, driving adoption across diverse Areas of Expertise, including Everyday Financial Services (EFS), Business Banking, and Capital Markets. Passionate about enabling seamless transitions, fostering user engagement, and maximizing the value realization of strategic initiatives. Show less I am a results-driven Digital Guide Manager with a passion for optimizing user experiences and maximizing the benefits of Salesforce implementations. My role revolves around developing innovative strategies and solutions to ensure that end-users receive the support they need, even after the Salesforce implementation phase.Key Achievements:User-Centric Hypercare Strategy: I take pride in creating and implementing a user-centric Hypercare Strategy. This approach ensures that end-users receive tailored support post-Salesforce implementation, addressing their specific needs and concerns. This strategy has significantly improved user satisfaction and adoption rates.ServiceNow Customization: I have successfully gathered user requirements and overseen the customization of the ServiceNow issue management system. This customization has transformed the process of submitting tickets and obtaining support into a seamless and user-friendly experience, resulting in reduced user friction and quicker issue resolution.Behavior Change Approach: My expertise extends to developing a behavior change approach that identifies and prioritizes behaviors critical for successful Salesforce adoption. By stacking these behaviors and linking them to end-benefit realization, I have been able to drive positive behavior changes among users, ultimately contributing to the overall success of Salesforce implementation projects. Show less I am a seasoned Branch Manager with a strong track record of success in leading teams to achieve and exceed branch goals. My experience, particularly at the Calgary Entrepreneur Center, has focused on making banking work for small business owners, both on the personal and business sides. My leadership style fosters team engagement and development, resulting in a dynamic and high-achieving branch.Key Achievements:Goal Achievement: Consistently exceeded branch goals and targets, demonstrating a results-oriented approach to branch management.Team Development: Built a highly engaged and motivated team of Personal and Business Advisors, known for their exceptional service and expertise.Talent Management: Maintained a strong track record of hiring, training, and developing team members, ensuring a skilled and knowledgeable workforce. Show less

  • Change Management Lead

    Apr 2025 - now

  • Change Management Specialist

    Sept 2023 - Apr 2025

  • Digital Guide Manager

    Jun 2022 - Aug 2023

  • Branch Manager

    Apr 2019 - Jun 2022

  • Retail Services Manager

    Nov 2017 - Mar 2019

  • Personal Financial Manager

    May 2016 - Oct 2017

  • Personal Banking Specialist

    Jan 2015 - Apr 2016

  • Senior Customer Service Representative

    Nov 2013 - Dec 2014