Overview
Work History
Education
Skills
Affiliations
Accomplishments
Certification
Languages
Websites
References
Timeline
Generic

Anita Francke

Sydney,NSW

Overview

25
25
years of professional experience
1
1
Certification

Work History

Client Relationship Manager

Grace
Campbelltown, NSW
10.2020 - 02.2025
  • Established new and maintained existing client relationships by cultivating open and positive dialogue, delivering high-quality service and following up after sales close.
  • Provided timely responses to customer inquiries, requests, and complaints.
  • Resolved complex issues between customers and internal teams in a timely manner.
  • Negotiated contract renewals and upsells, contributing to sustained revenue growth.
  • Maintained long-term, profitable relationships with clients through problem solving, issue resolution and recommendation of new products and services.
  • Built sales forecasts and schedules to reflect desired productivity targets.
  • Managed a portfolio accounts, consistently meeting or exceeding retention and growth targets.
  • Determined cross-selling or up-selling opportunities and provided team with insight to facilitate increased or new business.
  • Identified new business opportunities through research and analysis of client needs.
  • Developed and maintained strong relationships with clients to ensure customer satisfaction.
  • Met with clients to ascertain needs and develop plans which address current and long-term goals.
  • Provided exemplary level of service to customers to extend relationships for future business opportunities.
  • Built customer confidence by actively listening to needs and concerns and providing appropriate solutions.
  • Established and maintained CRM databases, ensuring data accuracy and compliance.
  • Conducted regular meetings with clients to discuss their current requirements.
  • Developed and maintained relationships with clients to ensure customer satisfaction.
  • Created detailed reports on customer relations activities and performance metrics.
  • Streamlined customer onboarding processes to improve first impressions and long-term satisfaction.
  • Led sales planning, development and account management to grow existing accounts and establish new sales accounts.
  • Developed personalized communication plans for high-value clients to enhance engagement.
  • Ensured that all contractual obligations were fulfilled according to agreed timelines.
  • Maintained up-to-date knowledge of competitor offerings to distinguish and communicate competitive value.
  • Collaborated with stakeholders across departments to ensure high-quality customer service delivery.
  • Designed and executed customer satisfaction surveys, analyzing results to identify improvement areas.
  • Maintained accurate records of client interactions and transactions.
  • Conducted periodic reviews of client accounts for billing accuracy and compliance purposes.
  • Addressed customer questions and concerns regarding products and services.
  • Addressed inquiries from clients and department team members.
  • Developed and maintained strong relationships with key clients to ensure satisfaction and loyalty.
  • Negotiated contracts with clients for various services.
  • Prepared and presented regular reports on customer relationship activities and outcomes to senior management.
  • Directed and coordinated products, services and sales activities.
  • Counseled clients on concerns.
  • Received, responded to and resolved customer issues or complaints quickly, resulting in increased client satisfaction.
  • Served as an escalation point for unresolved customer issues or disputes.
  • Completed day-to-day duties accurately and efficiently.

Business Relationship Manager

Chep
Lidcombe, NSW
01.2000 - 10.2019
  • Drove sales of company products and services by meeting with customers using strategic and organized approach.
  • Listened to customer needs to identify and recommend best products and services.
  • Resolved client issues and complaints promptly, maintaining trust and loyalty.
  • Assisted in developing business plans based on customer requirements.
  • Identified opportunities for process improvement in order to increase efficiency and reduce costs.
  • Prepared and presented detailed reports on client account status and growth opportunities to senior management.
  • Responded promptly to customer inquiries regarding product features or services offered.
  • Provided technical support during product demonstrations and presentations.
  • Identified potential risks associated with customer accounts and worked closely with other teams to develop mitigation strategies.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Ensured compliance with all relevant laws when negotiating contracts or providing services.
  • Monitored industry trends and identified new opportunities for growth within the customer base.
  • Researched competitive offerings in order to create more effective sales strategies.
  • Identified customer needs by asking questions and advising on best solutions.
  • Managed portfolio of client accounts, ensuring high levels of satisfaction and loyalty.
  • Collaborated with internal teams to create customized financial solutions for clients.
  • Addressed customer questions and concerns regarding products and services.
  • Coordinated with product development teams to design services that meet client needs.
  • Recognized security risks to properly handle situations.
  • Conducted regular meetings with clients to review service delivery and identify areas for improvement.
  • Provided expert financial advice to clients, enhancing their decision-making process.
  • Conducted risk assessments for client portfolios, recommending strategies to mitigate potential losses.
  • Maintained accurate records of all client interactions including sales activities, account status changes, contract renewals.
  • Negotiated contracts between the company and customers to ensure mutual benefit.
  • Conducted regular review meetings with clients to assess their needs and adjust services accordingly.
  • Collaborated with internal departments to develop customized solutions that met customer needs.
  • Drafted proposals outlining pricing, terms, conditions, and services offered to customers.
  • Participated in trade shows or conferences as needed to promote products and services.
  • Increased profitability and revenue by identifying customer needs and determining appropriate offerings.
  • Achieved client loyalty through quality, productivity, service and proactive management.
  • Established strong relationships with clients through regular, personalized communication.
  • Negotiated terms and conditions of client contracts to ensure mutual satisfaction.

Education

Diploma in Business And Commerce - Economics And Business Administration

Business College
Munich Germany
06-1987

Skills

  • Operational strategies
  • Salesforce
  • Conflict resolution skills
  • Opportunities identification
  • Client satisfaction-driven
  • Asset development
  • Client needs assessment
  • Client profile building
  • Schedule management
  • Consultative support
  • Customer engagement
  • Service solution development
  • Interpersonal and client communications
  • Up-selling and cross-selling techniques
  • Client retention strategies
  • Relationship building and management
  • Business growth strategies
  • Presentation development
  • Problem-solving aptitude
  • Contract negotiation
  • Effective negotiation
  • Relationship cultivation and retention
  • Client service-driven
  • Sales

Affiliations

  • Living on acreage, my passion are horses, and I enjoy the serenity farm live offers, away from the corporate environment.
  • I also share a love for classic cars with my partner.

Accomplishments

  • I was the (national) winner, on several occasions, during 2023 and 2024 for a national competition Grace held annually, called, One Grace, requiring to cross sell/pass on customer leads to other Grace Divisions. This helped our team (Eastern Region) to win the overall competition 2 years in a row. The price was a $1000 Flight Centre voucher for each winning team member.

Certification

  • I have certificates and accreditations from various Sales Courses I attended over the years. ATS Training Systems being one of them.

Languages

German
Native/ Bilingual

Websites

References

References available upon request.

Timeline

Client Relationship Manager

Grace
10.2020 - 02.2025

Business Relationship Manager

Chep
01.2000 - 10.2019
  • I have certificates and accreditations from various Sales Courses I attended over the years. ATS Training Systems being one of them.

Diploma in Business And Commerce - Economics And Business Administration

Business College

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Anita Francke