Delivering customer service excellence for organisations | Speaker, Trainer and Facilitator | DIME™ Customer Service


  • Founder, Professional Speaker, Trainer & Facilitator

    at DIME™ Customer Service

    February 2016 - at Present

    State of Western Australia

    I founded DIME™ Customer Service after a decade working in customer service training, learning and development roles mainly in the tourism sector. I created the clearly-defined 'DIME™ methodology that is applicable across multiple businesses and industries, after the recognition of a customer service training need. My content has been developed through strong customer service frontline and operational experience, leadership and research in a variety of service industries. My approach is one of an alliance of combined action, working with organisations and their people to develop a common interest in customer service delivery. As a professional speaker, I provide private training, keynotes and public workshops that are personalised, relevant and targeted to inform, inspire and connect organisations and participants to apply the DIME™ Customer Service principles to their role or situation.

  • Head of Guest Experience - Customer Service Excellence

    at Adventure World

    September 2015 - January 2016

    State of Western Australia

    Reporting directly to the Chief Executive Officer my role was responsible for creating alignment among all departments and functions so that they pull together in the same direction and work toward a common purpose. Key areas of responsibility were to; ■ Oversee the mapping and an analysis of the current guest experience and the ideal guest experience by engaging with the guests and undertaking observational research. ■ Coordinate and measure data from feedback, surveys, compliments, complaints, visual observation and operational incidents to produce unified pictures of the guest experience whist establishing metrics to measure and define a consistent quality framework. By quantifying the value of guest experience drivers with guest perceptions and business outcomes, I was able to facilitate the identification of opportunities to address improvements to the Guest experience through identifying scope for future projects and action planning with business leaders.

  • Learning and Development Manager

    at Adventure World

    August 2011 - August 2015

    State of Western Australia

    Reporting to the Chief Executive Officer, I ensured 500 seasonal team members were equipped with the necessary techniques, skills, knowledge and competencies to offer consistent and exceptional standards of product service, customer services and safety to guests; whilst fostering brand loyalty; and driving employment satisfaction. Through detailed analysis, I planned, designed and implemented all training in line with the training requirements for the business, linked to the business strategy. My role was responsible for the delivery of all learning programs in line with policies, procedures and business performance. I focused on generating continuous improvement in capability and performance whilst advising and overseeing the seasonal recruitment program, human resources and safety management of the business. My key areas of responsibility included the full park customer service training program along with tourism and hospitality traineeship program.

  • Safety Coordinator - WA Airports

    at Qantas Airways

    April 2011 - July 2011

    State of Western Australia

    Responsible for the coordination of all occupational health, safety and environment systems and programs for Perth Airports and all Western Australia Regional Ports (Broome, Karratha, Port Headland, Paraburdoo, Newman and Kalgoorlie). My role focused on the mitigation of hazards, risks, workplace injuries and incidents in Ramp and Customer Service divisions including regulatory compliance, audit and the delivery of a safety culture, analysis and accurate interpretation of occupational health and safety data to report to business stakeholders. I also managed the building identification process for Perth Domestic and International terminal as well as facilitated the Occupational Health and Safety Committee and attended as a Qantas representative to the Western Australia Airports Corporation Safety Committee. I travelled to all regional areas to facilitate the delivery of the Site Emergency Response Plan training to ensure emergency preparedness of all airports staff in WA.

  • Training Officer - WA Airports

    at Qantas Airways

    December 2008 - March 2011

    State of Western Australia

    I was responsible for the delivery of all training for over 300 airport customer service staff in airline brand, customer service, check-in systems, client airline handling, compliance and regulatory training. I ensured all new employees received the required training to commence work as a Customer Service Agent in line with regulatory obligations, corporate directives and required training updates. I identified employee training requirements, arranged the delivery and recording of the required training, identified and recommended opportunities for improvement in training and program delivery. This was achieved successfully through the establishment of effective internal business relationships to ensure effective and efficient operations in line with Qantas Airports requirements.

  • Store Support Trainer

    at Myer

    June 2006 - November 2008

    State of Western Australia

    My role involved training of all retail staff members in safe work practices, including manual handling, and point of sale / customer service procedures, ensuring that over 300 staff were compliant on a recurring basis and that compliance records were maintained. I was also responsible for daily financial audits of store income and producing all store promotional tickets and prices in line with business marketing guidelines, warehousing, scheduling, cash security and responses to escalated customer complaints.


  • Business Excellence

    at Disney Institute

    2014 - 2014 (1 year) Florida

  • Diploma of Management

    at Esset Australia

    2012 - 2012 (1 year) State of Western Australia

  • Certificate IV in Workplace Training and Assessment

    at Esset Australia

    2011 - 2011 (1 year) State of Western Australia

  • Graduate Diploma of Education, Tertiary and Adult

    at Murdoch University

    2010 - 2010 (1 year) State of Western Australia

  • Bachelor of Arts, Double Major: Geography, Politics & Government; Minor: Health

    at Edith Cowan University

    2006 - 2009 (3 years) State of Western Australia

Services offered

  • Professional Speaker, Trainer and Facilitator

    If you are ready to transform your customer service call me: 0484 346 327 or read on. I’m on a mission to make customer service the main reason your organisation sustains long-term success.

    Imagine if your team had customer service and creating memorable interactions at their core. Do your leaders and frontline teams need support in executing genuine and individualised service experiences?

    DIME™ is a customer service process created to guide business leaders, human resource teams and frontline teams to deliver customer service excellence by:

    ■ Being DELIBERATE in making customer service part of the business culture
    ■ Developing human connections through service INTERACTIONS
    ■ Leaving positive MEMORIES with customers
    ■ Designing total brand EXPERIENCES at every point of customer contact

    Engage me as a;
    ✔ Keynote speaker
    ✔ In-house trainer
    ✔ Facilitator
    ✔ Consultant

    WHY ME?
    As a customer service specialist and trainer for over a decade, I have successfully implemented service transformation programs within highly competitive marketplaces, which have resulted in employee satisfaction, retention, decreased absenteeism and revenue growth.

    I have enjoyed making a difference in tourism and theme parks, and now take my creative thinking and structured approach to any industry through DIME™ Customer Service.

    My passion for learning and continuous improvement, lead me to an opportunity to train with the Walt Disney Company in the United States. I believe any industry can adopt the practice of delivering a theme park experience in their organisation.

    I am a self-confessed learning junkie and take any available opportunity to learn something new, and enjoy travelling, particularly to explore my Croatian heritage.

    I look forward to being able to bring my fresh approach to work with your organisation and people to create positive change to transform your customer service!

    Call: +61 484 346 327


  • English Native

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