Diana Tonus

Trailblazer
DISC Type : DI

Senior Manager, Customer Experience at Toronto Hydro

Canada

Overview

Diana Tonus is the Senior Manager of Customer Experience at Toronto Hydro, bringing over two decades of expertise in customer strategy and operational excellence. She provides strategic direction for the Contact Centre and Customer Modernization teams. She holds an Honours degree from York University and a certificate in Human Resources.

Diana was named one of the Top 50 Managers in Canada and received a clients "Excellence in Customer Service" award four years in a row.

Personality Overview

Informal

Charismatic

Values Relationships

They are charming and have the ability to align others behind their decisions.  They respond better to a combination of speed and relationship. They are more likely to be open to unproven but exciting technologies.

Topics They Care About

Customer Experience Strategy
Her core focus is on enhancing customer interactions and modernizing processes to elevate the customer journey at Toronto Hydro.
Operational Excellence
A key theme in her career, she has a proven track record of driving operational efficiency and service excellence in large-scale customer service environments.
Contact Centre Leadership
She currently leads the Contact Centre at Toronto Hydro and previously managed a 200-agent operation, focusing on performance and service delivery.

Media Appearances

Diana has no verified media appearances

Work History

8-2018
Senior Manager, Customer Experience at Toronto Hydro
8-2018
Director, Service Delivery at Morneau Shepell
Director, Service Delivery at AonHewitt
Director, Customer Service at AonHewitt
Manager Customer Service at AonHewitt

Education

Honours from York University
Certificate in Human Resources from Humber College

More Information

Social Presence :

Prographics :

Exp : 7 Location : Canada Job Level : Middle Designation : Senior Manager, Customer Experience at Toronto Hydro
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Insights For Selling To Diana

During A Call Or A Meeting

DO's

  • Talk about yourself and some of your achievements at the start of the conversation
  • Showcase existing customers and use case-studies to grab their attention
  • Help them visualize the impact of their decision

DONT's

  • Avoid unnecessary negativity or slowness
  • Don't make any commitments that you might not be able to fulfill
  • Don’t hesitate from asking questions or pushing them, but take a friendly approach

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Diana is

  • Relationship and product conviction matter equally, followed by a sense of achievement.
  • Will you ever get a clear answer from Diana

  • If they are not convinced, they will say no albeit in a friendly manner.


Insights For Deal Planning

    How fast (or slow) will Diana move?

  • They can make decisions quickly if they develop trust in you and conviction in the product.
  • Can Diana take some risk or not?

  • They can take risks if necessary.

You And Diana

Personality Compatibility


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