Dianne Sutherland

Dynamic customer experience manager with a proven track record at TD Bank. Enhancing service efficiency and boosting satisfaction scores through strategic training and process improvements. Skilled in team leadership and complex problem-solving, I foster high performing teams and drive operation excellence while maintain compliance and reducing turnover.

Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement and fostering culture of accountability and excellence.

Known for adaptability and consistently meeting changing organizational needs.

Manager Customer Experience - TD Bank - Ajax, ON

(1990-11 - 2025-10)

• Led team to enhance customer service efficiency through process improvements.
• Elevated staff performance and client satisfaction by developing and implementing targeted training programs.
• Analyzed operational metrics to identify trends and recommend strategic execution.
• Ensured continuous adherence to all compliance and regulatory standards during daily operations.
• Mentored junior staff, fostering a culture of continuous leaning and professional development.
• Enhanced customer satisfaction by resolving disputes promptly, maintain open lines of communication, and ensuring high-quality service delivery.
• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.
• Maintained professional, organized, and safe environment for employees and patrons.
• Controlled costs to keep business operating within budget and increase profits.
• Developed and maintained relationships with customers and suppliers through account development.
• Built high-performing teams through effective recruitment, on-boarding, and talent development.
• Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
• Optimized staffing and coverage during peak periods by streamlining scheduling and call-out protocols.

High School Diploma - St. Anne's Academy