Summary
Overview
Work History
Education
Skills
Timeline
Generic
Dimity van Ermel Scherer

Dimity van Ermel Scherer

Oran Park,Australia

Summary

Results-driven Customer Experience Leader with over 15 years of experience in developing and executing customer-centric strategies to drive satisfaction, engagement, and operational excellence. Proven expertise in leading high-performing teams, managing complex projects, and leveraging customer feedback to create impactful solutions that enhance the overall customer journey. Adept at designing and implementing Voice of the Customer programs, leading cross-functional collaborations, and optimizing processes to deliver best-in-class customer experiences. Skilled in change management and stakeholder engagement, with a strong ability to influence and drive successful transformation initiatives.

Overview

19
19
years of professional experience

Work History

ANZ Customer Experience Manager

Nisbets
08.2022 - Current
  • Led a team of 30 customer experience professionals, fostering a culture of collaboration, performance excellence, and continuous improvement.
  • Grew employee engagement by >10% through implementing change in culture strategies
  • Facilitated monthly Customer Experience town halls to bring the vision and results of the business to our frontline teams regularly.
  • Defined and implemented succession planning strategy that transcended into other teams
  • Spearheaded the development and execution of a customer experience strategy that aligned with the organisation's mission, improving company NPS by +22.
  • Developed and roll-out of case management software that would capture root cause for customer pain points
  • Collaborated with senior leadership and operational teams to ensure the effective delivery of customer experience initiatives driven by data collation through case management software
  • Championed the design and implementation of the Voice of the Customer (VOC) program, utilising surveys, focus groups, and other tools to gather insights that informed strategic decision-making.
  • Developed internal customer centric sales team to drive sales targets and conversions resulting in over $4 million in sales 4 months
  • Achieved finalists status in 2024 Customer Service Team of the Year with Customer Service Institute Australia (CSIA)
  • Led change management initiatives, guiding both internal teams and external stakeholders through key transformations, achieving buy-in and fostering positive adoption of new processes.
  • Drove performance excellence by coaching and mentoring team members, conducting regular performance evaluations, and addressing under-performance to maintain high team standards. Resulting in call metrics to align with industry standards.


Customer Service Manager (National)

Toby's Estate Coffee
08.2021 - Current
  • Leading, organising and managing a national team of customer service coordinators and technical service co-ordinators with the goal of supporting our wider sales team in cultivating B2B customer relationships
  • I am responsible for ensuring we capture all wholesale customer orders daily and work with our roasting, warehouse and logistics team to get coffee shipped to all customers
  • I am also responsible for management of our B2C online business and facilitating the procurement of online customer orders
  • In the short time I have been with Toby's estate I have worked to streamline all processes and reduce customer frustration with their ordering process
  • Key Successes:
  • Enhanced the ordering process to streamline national ordering for efficiency and customer satisfaction
  • Enhanced the existing MYOB platform to reduce ordering errors
  • Key Stakeholder on new ordermentum platform for customer ordering
  • Arranging weekly meetings with PR team and Marketing to align customer initiatives to ensure success

Customer Experience Manager

Transdev
01.2020 - 06.2021
  • Leading, organising and managing the Customer Experience Teams to ensure that all client KPIs are met
  • The Customer Experience teams consist of five customer experience officers who manage all customer feedback, 7 Customer Engagement Ambassadors who are out on the network managing on the spot customer experience and two front desk officers
  • In starting this role, I have started to put focus on data quality within the customer space to enable us to identify and address root cause for customer feedback
  • I have also managed to uphold the customer Standard with the impact of COVID-19 which has directly affected patronage
  • Key Successes:
  • Exceeded all client and business monthly KPI's
  • Enhanced the existing CRM to capture root cause for analysis
  • Facilitated updating the data regressively for true customer data analysis
  • Provided frontline managers with the root cause analysis to improve customer service at a driver level
  • Launched the G.E.M Award for drivers which highlighted and recognised great customer service at the frontline level
  • Implemented a productivity structure to identify key performers and set performance benchmark
  • Managed the merging of QLD customer service to NSW with system enhancements and numerous process changes
  • Led the team through working dynamically to continue meeting KPIs during the COVID-19 crisis

Trust & Quality Manager

Hipages
05.2016 - 12.2019
  • Leading, organising and managing the Trust & Quality team with regards to daily compliance checks, dispute mediation and adhering to internal service level agreements
  • In starting this role, I built up the team and processes from an ad hoc disputes/compliance team to a fully functioning role within a growing marketplace
  • I empower the team to use effective risk management tools which generate educated decisions whilst not impacting any revenue streams
  • Key Successes:
  • Winner of three company awards - 'Fast Start Newbie' Award (Jul 16), 'Managers Employee of the year' award (Dec 17) and 'Inspirational Team Member' Award (July 19)
  • Created a comprehensive productivity management tool for the teams to track their work streams daily and implemented a monthly bonus structure to reward high performance
  • Implementing a new complaints process which has reduced our total number of complaints by 60% MoM
  • Implementing Police & ID check processes with external providers which has increased Trust with our brand and been utilised in promotion
  • Key stakeholder for on boarding Partnership with Bunnings developing terms, policies, processes and guidelines

Customer Resolutions Manager

Veda (Now Equifax)
01.2006 - 12.2016
  • Organising and leading a team of people responsible for the dispute resolution process within Veda
  • As the Manager of the Customer Resolutions Team my focus was to ensure that all disputes are responded to accurately and within legislated timeframes
  • Also responsible for recommending changes to process should I identify an issue in which we are breaching legislation
  • I was also responsible for resolving high level escalated disputes ranging from media disputes to high level complaints received from the Office of the Information Commissioner and the Ombudsman
  • Key Successes:
  • Identified and implemented process improvements to reduce the turnaround of complaint handling from 40+ days to less than 15 Days
  • Create and present on complaint handling for credit reporting to the Financial Ombudsman Service in their Melbourne head office
  • Reviewed the work stream for managing complaints in New Zealand branch and successfully brought this over to the Australian customer resolution team managing separate legislative turnarounds
  • Key Stakeholder on creation of Dispute resolution CRM built to assist financial institutions in managing their workloads
  • Successfully rolled this out to the business in 2016
  • Five of my direct reports successfully transitioned into the roles they identified as career progression under my leadership

Public Queue (Consumer) Team Leader

Veda
01.2008 - 12.2010
  • Organising and managing a team of people responsible for actioning any inbound work streams from Credit File requests, to Calls regarding disputing information on their credit file
  • I was focused on ensuring that the teams had a higher awareness of Customer Service and meeting their legislated SLA's

Processing (Admin) Team Leader

Veda
01.2007 - 12.2008

Investigations (disputes) Officer

Veda
01.2006 - 12.2006

Public Queue Officer

Veda
01.2006 - 12.2006

Education

Certificate IV in Business - Customer Service

Australian College of Commerce And Management
Sydney Olympic Park, NSW

Influencing Skills -

Pollack Learning Alliance
Sydney Olympic Park, NSW

Coaching Masterclass Workshop -

Champs Unlimited
Sydney, NSW

Mind Reading For Managers -

Ignite Global
Sydney, NSW

People Leaders Development Program -

Australian Institute of Management
Sydney

Humanising The Workforce -

Talkpoint
Sydney

Intermediate Microsoft Excel -

Forrest Training
Sydney, NSW

Certificate IV in Customer Contact -

Australian College of Commerce And Management

Skills

  • Engagement strategy development
  • Cross-functional collaboration
  • Data analytics
  • Team leadership
  • Critical thinking
  • Strategic planning
  • Customer feedback management
  • Customer empathy

Timeline

ANZ Customer Experience Manager

Nisbets
08.2022 - Current

Customer Service Manager (National)

Toby's Estate Coffee
08.2021 - Current

Customer Experience Manager

Transdev
01.2020 - 06.2021

Trust & Quality Manager

Hipages
05.2016 - 12.2019

Public Queue (Consumer) Team Leader

Veda
01.2008 - 12.2010

Processing (Admin) Team Leader

Veda
01.2007 - 12.2008

Customer Resolutions Manager

Veda (Now Equifax)
01.2006 - 12.2016

Investigations (disputes) Officer

Veda
01.2006 - 12.2006

Public Queue Officer

Veda
01.2006 - 12.2006

Certificate IV in Business - Customer Service

Australian College of Commerce And Management

Influencing Skills -

Pollack Learning Alliance

Coaching Masterclass Workshop -

Champs Unlimited

Mind Reading For Managers -

Ignite Global

People Leaders Development Program -

Australian Institute of Management

Humanising The Workforce -

Talkpoint

Intermediate Microsoft Excel -

Forrest Training

Certificate IV in Customer Contact -

Australian College of Commerce And Management

Similar Profiles

CREATE PROFILE
Dimity van Ermel Scherer