Raymond W Lam in

Raymond W Lam

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Customer Service Representative at RBC Direct Investing
📍 Mississauga, Ontario, Canada

A customer experience guru with over 25 years of industry experience, Diane Gray specializes in translating complex technology choices like CCaaS and UCaaS into valuable business solutions. Colleagues describe her as a "strong", "dynamic", and "highly skilled" leader, and she is certified in the Fundamentals of AI for Customer Contact Leaders.

Diane has stated that POTS (Plain Old Telephone Service) decommissioning is the "Y2K of 2026, " highlighting its urgency.

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Experience
21 Years
Current Role
Customer Service Representative
Job Level
Junior
Location
Mississauga, Ontario, Canada
Personality Overview

How Raymond shows up

Communication Style
Decision Approach
Work Preference

Behavioral traits and communication patterns that shape how this person evaluates opportunities, builds trust, and makes decisions in professional settings.

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Priorities

Topics Raymond cares about

CX Transformation
Her entire career is focused on being a "Customer Experience Guru" and "Transformation Evangelist, " helping clients improve their customer interactions through technology.
Contact Center AI
Identifies as an "Agentic AI Specialist" and holds a certification in "Fundamentals of AI for Customer Contact Leaders, " showing a focus on intelligent contact center solutions.
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Career

Work history

6-2020
Customer Service Representative
RBC Direct Investing
11-2013
Advice Centre - Invest by Phone
RBC
2-2005 - 10-2013
Client Service Representative
RBC
3-2004 - 12-2004
Call Centre CSR (Cheque Advisor)
D+H
In the press

Media appearances

No media yetWe could not find public media appearances for this person.
Education
1999 - 2002
Bachelor of Arts Degree
University of Toronto
2010 - 2011
Post Graduate Certificate
Humber College
2003 - 2004
College Certificate in Call Centre Operations
Centennial College of Applied Arts and Technology
Social presence
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Behavioral profile

DISC profile (public)

DISC behavioral profile

Dominance, influence, steadiness, and calculativeness scores with guidance on how this person prefers to communicate and decide.

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