Francisco Passadore
Melbourne,VIC
Summary
Dynamic leader with a proven record of building high-performing teams and driving innovation in competitive markets. Extensive experience in client portfolio growth, strategic planning, and operational excellence within the technology and financial sectors. Recognized for exceptional communication, negotiation, and problem-solving skills, I excel at creating collaborative environments that consistently exceed targets and foster sustainable business growth.
Overview
10
10
years of professional experience
Work History
Team Lead - Account Management & Customer Success
Podium
09.2022 - Current
- Promoted from Customer Success Manager (Sept 2022) to Senior Account Manager (Jan 2023), and advanced to Team Lead by the end of 2023
- Achieved over 117% attainment and maintained a churn rate below 2% in 2023
- Built and led a high-performing team from scratch, delivering consistent 100%+ attainment and a 1.8% churn rate in 2024, with four consecutive quarters of meeting targets.
- Played a key role in expanding the CX department from 5 to 18 account managers
- Been a vital piece of the leadership team seeing the business grow from 35 to 110 staff in Melbourne
- Served on the Australian leadership team, overseeing CX operations including expansion, churn management, onboarding, customer journey, and internal processes
- Attended the Presidency Club twice in recognition of being one of the highest achievers
- Led the development, rollout, and achievement of key performance metrics for new products
- Part of the leadership team when Podium was awarded "Great Place to Work" certification
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively
Client Relationship Officer
ScotPac Business Finance
08.2021 - 08.2022
- Retained and grow portfolio of relationships by performing proactive, mobile and value-adding partnership role.
- Liaised with clients by phone, email and text messaging to meet client needs and expectations.
- Providing exceptional client service to clients and other stakeholders through speedy and professional responses to queries in email and over the phone
- Conducting accurate verification calls to perform due diligence on client’s debtor accounts to support our lending
- Monitoring risk by detecting and rectifying potential client breaches of policy
- Preparing overpayment requests, pricing review requests and risk analysis documents
- Coaching and mentoring more junior members of the team.
- Assisting with monthly portfolio reviews with the State Credit Manager
- Supporting credit review process including Risk Assessment, Client Variations, Overpayment requests to achieve minimal write off debt
- Analyzing client’s Compliance Reporting to identify any potential quality issues and report back to management.
- Weekly / Monthly reconciliations as per credit policy
- Reviewing Risk Management portal regularly to identify irregular patterns around Client Invoicing, missed payments, Debt Turn.
Head of Partnerships
Retail Global
01.2020 - 08.2021
- Assisted in Co-founding Frontliners Australia and MedCart
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Exceeded business KPI of recurring contracts worth up to $1.5m GP per annum.
- Reaching out to new clients and expanding new business portfolios.
- Managing current and new clients, and maintaining effective relationships.
- Creating business plans to ensure business goals are met.
- Working with Marketing to expand brand awareness and increase current profits and establish new business accounts.
- Running quarterly results and analysis.
- Presenting weekly sales figures and conducting meetings to visit current strategies performance and establishing new ones.
- Conducting monthly events for clients, as well as reaching out to companies to sponsor.
- Securing sponsors for the Retail Global Gold Coast event, Virtual Event, and overseas events, including New Zealand and USA.
- Working a wide range of hours to attend conference calls from international clients.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Led projects and analyzed data to identify opportunities for improvement.
COMMERCIAL MANAGER
Frontliners
03.2020 - 08.2021
- Co-Founded Frontliners during the COVID-19 pandemic to help people working within the Healthcare industry.
- Finding new business opportunities/sponsors.
- Built relationships with clients to establish new contracts, establishing over 80 new contracts within the first 12 months
- Constructing and assisting with business strategies that allowed the company to receive over $5m of funds and services since launch.
- Creating 3/6/12 month plans to expand the business. Conducted market research and analysis to create detailed business plans on commercial opportunities, including business development and expansion.
- Managed and analyzed financial reporting, including budgets, P&L, balance sheets and sales reports.
- Negotiated contracts and product prices by collaborating with vendors and developers.
- Provided recommendations to promote brand effectiveness and product benefits.
SENIOR ACCOUNT EXECUTIVE
MedCart
03.2020 - 08.2021
- Co-Founded MedCart, during the limited PPE supply within Australia during the COVID-19 pandemic.
- Mediating with market placers to build and construct the platform.
- Creating an onboarding process for the sellers, and assisting the buyer’s platform front-face.
- Building a seller’s database by cold calling companies within Australia that sold PPE.
- Creating and executing 3/6/12 month plants to expand the business.
- Managing and hiring new team members to assist with the expansion of the business.
- Managing all data and analytics.
- Managing all sellers, onboarding, and contracts and acted as the Account Manager for 80+ accounts.
- Overseeing all funds/commercials and sales that came through the platform.
- Running weekly meetings and discussing quarterly plans with other founders and board members.
- Negotiating contracts/agreements with sellers and buyers.
SENIOR BUSINESS DEVELOPMENT MANAGER
SMSGlobal
10.2017 - 01.2020
- Started as BD Executive (Oct 2017 - March 2018) and moved up from achieving KPI’s, and building teams/portfolios within different industries from the ground up.
- Researched organisations and individuals online (eg social media) to identify new leads and potential new markets.
- Researched the needs of companies and found the decision maker.
- Negotiated and re-negotiated by telephone, email, and in person.
- Conducted regular Service Reviews to provide value to clients by analysing operational trends against SLA, and worked with operational teams to identify gaps and coordinated with clients to drive consistent quality of service delivery and consistent service improvement.
- Facilitated client meetings and communicated accurate notes and briefs to ensure project requirements were met.
- Established relationships with new clients and maintained relationships with existing clients to drive revenue and generate new opportunities.
- Identified and pursued potential new business leads and converted opportunities into regular clients.
- Provided project direction and maintained a clear strategy to achieve the very best outcome for the client.
PERSONAL BANKER ADVISOR
Westpac Banking Corp
01.2015 - 10.2018
- Met and exceeded personal sales, cross sales and quality referral targets, contributing towards the branch team’s service and sales targets.
- Provided excellent customer service, deepening relationships and ensuring every customer was treated in a warm, friendly and respectful manner.
- Ensured customer complaints were effectively resolved, meeting guidelines.
- First point of contact and face of the business to new and current customers.
- Completed all tasks, ensuring all operational priorities of the bank were met.
- Primarily responsible for responding to walk in business/immediate referrals.
Education
RG146 - Finance
Kaplan
Bachelor of Business -
La Trobe University
Melbourne, VIC06.2019
Skills
- Market Trend Analysis
- Google AdWords
- Operating Procedures and Policies
- Problem Solving
- Relationship Building
- Verbal and Written Communication
- Customer Complaint Resolution
- Networking Events
- Sales Quota Management
- Sales Statistics Analysis
- Business Needs Assessment
- Lead Identification and Generation
Timeline
Team Lead - Account Management & Customer Success
Podium
09.2022 - Current
Client Relationship Officer
ScotPac Business Finance
08.2021 - 08.2022
COMMERCIAL MANAGER
Frontliners
03.2020 - 08.2021
SENIOR ACCOUNT EXECUTIVE
MedCart
03.2020 - 08.2021
Head of Partnerships
Retail Global
01.2020 - 08.2021
SENIOR BUSINESS DEVELOPMENT MANAGER
SMSGlobal
10.2017 - 01.2020
PERSONAL BANKER ADVISOR
Westpac Banking Corp
01.2015 - 10.2018
RG146 - Finance
Kaplan
Bachelor of Business -
La Trobe University
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