Robert Crossing
Williamstown,VIC
Summary
Experienced Client & Business Development Manager with over 15 years in managing high-value relationships, driving revenue growth, and delivering tailored service solutions across financial services, training, and telecommunications sectors. Proven ability to lead teams, develop business strategies, and deliver client-focused results.
Professional client management expert with solid track record in fostering client relationships and driving business growth. Adept at strategic planning, conflict resolution, and client retention. Strong focus on team collaboration and achieving results, adapting seamlessly to changing needs. Known for excellent communication, problem-solving, and leadership skills.
Overview
26
26
years of professional experience
1
1
Certificate
Work History
Online Delivery Driver
Coles Group
05.2025 - Current
- Delivered packages to customer doorsteps and business offices.
- Completed on-time deliveries by choosing best and most efficient routes.
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
Senior Client Manager
MWL Services
11.2018 - 04.2025
- Delivered personalized service to 100+ clients, driving $500K+ in annual revenue and ensuring high client retention.
- Led seamless end-to-end service management, from onboarding through ongoing support, tailored to diverse client profiles.
- Proactively sourced and secured new business opportunities, expanding referral networks and client base.
- Coordinated complex client requirements across cross-functional teams to deliver effective solutions.
Strategic Relationship Consultant
Macquarie Investment and Banking
11.2017 - 10.2018
- Developed and nurtured high-net-worth client relationships, consistently securing qualified strategic appointments.
- Designed and delivered impactful seminars on succession and risk management for business leaders.
- Assisted clients in navigating complex industry challenges with strategic recommendations.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Assisted clients in navigating complex industry challenges with strategic recommendations.
- Generated reports detailing findings and recommendations.
- Increased client satisfaction by developing comprehensive consulting strategies tailored to each business's unique challenges and objectives.
Client Engagement Specialist / Team Coach
ANZ
02.2015 - 10.2017
- Cultivated strong referral partnerships across banking teams, generating $200k+ in new annual revenue.
- Mentored and coached internal staff, improving lead identification and conversion rates.
- Achieved top compliance audit score (1) through rigorous documentation and process excellence.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Facilitated training sessions for new team members to ensure consistent service quality across all engagements.
- Led team meetings to discuss progress, address concerns, and share best practices for continuous improvement.
- Increased employee retention through personalized coaching sessions and skill development programs.
- Collaborated with internal departments to develop comprehensive solutions for complex client needs.
Service & Delivery Consultant (Graduate Program)
AMP Horizons
01.2013 - 12.2015
- Successfully completed an intensive national career transition 1 year program with hands-on client engagement.
- Delivered comprehensive client service management, supporting client satisfaction and retention.
- Mentored new team members, accelerating their development and integration.
- Practical application and use of complex documents to support client-ready final versions.
- Facilitated smooth communications between departments, and clients for seamless coordination of deliveries.
Business Development Manager
CLB Training & Development
01.2010 - 01.2012
- Secured high-value accounts through persistent and strategic outreach efforts.
- Project managed customized training programs for national clients, addressing industry-specific workforce needs.
- Directed full project lifecycle from client consultation to delivery, compliance, and outcome measurement.
- Secured $3M in project revenue and earned recognition as the top-performing BDM nationally.
- Partnered with major clients including Pacific Brands, BP, Callaway Golf, and Home Hardware.
- Generated new business with marketing initiatives and strategic plans.
- Managed a diverse portfolio of accounts through a variety of industries, consistently exceeding revenue targets through upselling strategies and exceptional customer service.
- Participated in conferences to network and generate leads.
Sales & Training Facilitator
Accenture / Telstra Learning Academy
01.2009 - 12.2010
- Delivered dynamic training across call centres and retail teams, enhancing sales performance and product knowledge
- Facilitated workshops, coached employees, and contributed to national training consistency and quality improvements
Retention Manager – Business Clients
Telstra Retail (Richmond, Carlton, Chirnside Park)
01.2006 - 01.2008
- Directed retention strategies across multiple sites, safeguarding valuable business client relationships
- Delivered customised technology solutions and managed client communications to maximise satisfaction and renewals
Training & Development Consultant (Self-Employed)
Crazy John’s (Telstra)
01.2006 - 01.2008
- Designed and launched comprehensive onboarding training programs, significantly improving consultant readiness.
- Implemented ongoing coaching and performance evaluation systems, driving team retention and success
- Developed and organized activities such as visits to retails stores clubs that enriched new employee's learning experiences outside traditional workshop settings.
- Improved student engagement by incorporating interactive learning technologies into lesson plans.
- Shifted between formal and informal methods of teaching to keep students engaged.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
Business Development Consultant
Crazy John’s (Telstra)
01.2003 - 01.2006
- Drove sales of mobile and data solutions for business customers, consistently exceeding targets.
- Marketed services to current clients as well as local and national businesses.
- Enhanced brand visibility and reputation through strategic marketing initiatives and partnerships.
- Negotiated contracts with clients, ensuring mutually beneficial terms for both parties.
- Negotiated high-value contracts with key clients, securing long-term revenue streams.
- Facilitated cross-departmental collaboration to streamline project delivery and enhance product integration.
Custom Solutions Officer
Telstra Mobile
01.2000 - 01.2003
- Delivered tailored mobile solutions to small and medium businesses, resolving technical and account issues.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Trained new Customer Service Representatives on new product launches.
Education
Graduate Diploma - Financial Planning
Griffith University
Graduate Certificate - Financial Planning
Griffith University
01.2019
Advanced Diploma - Financial Planning
Investment Banking Institute
01.2016
Diploma - Financial Planning
Investment Banking Institute
01.2012
Workplace Training & Assessment
South West Institute of TAFE
VIC01.2007
Victoria Certificate of Education - undefined
Peninsula School
01.1996
Skills
- Partnership-focused mindset
- Consumer engagement initiatives
- Risk management and compliance
- Client relationship management
- Influencing skills
- Sales growth strategies
- Client relationship management
- Team oversight
- Teamwork and collaboration
- Customer service
- Time management
- Problem-solving abilities
- Multitasking Abilities
- Team leadership
- Staff training and development
- Sales presentations
- Analytical thinking
- Appointment scheduling
- Continuous improvement
- Training development
- Customer acquisition
- Business analytics
- Team recruiting and onboarding
Certification
- FASEA Accredited Financial Adviser (2020)
- SMSF Accreditation – University of Adelaide (2019)
Languages
English
Native or Bilingual
Timeline
Online Delivery Driver
Coles Group
05.2025 - Current
Senior Client Manager
MWL Services
11.2018 - 04.2025
Strategic Relationship Consultant
Macquarie Investment and Banking
11.2017 - 10.2018
Client Engagement Specialist / Team Coach
ANZ
02.2015 - 10.2017
Service & Delivery Consultant (Graduate Program)
AMP Horizons
01.2013 - 12.2015
Business Development Manager
CLB Training & Development
01.2010 - 01.2012
Sales & Training Facilitator
Accenture / Telstra Learning Academy
01.2009 - 12.2010
Retention Manager – Business Clients
Telstra Retail (Richmond, Carlton, Chirnside Park)
01.2006 - 01.2008
Training & Development Consultant (Self-Employed)
Crazy John’s (Telstra)
01.2006 - 01.2008
Business Development Consultant
Crazy John’s (Telstra)
01.2003 - 01.2006
Custom Solutions Officer
Telstra Mobile
01.2000 - 01.2003
Graduate Certificate - Financial Planning
Griffith University
Advanced Diploma - Financial Planning
Investment Banking Institute
Diploma - Financial Planning
Investment Banking Institute
Victoria Certificate of Education - undefined
Peninsula School
Graduate Diploma - Financial Planning
Griffith University
Workplace Training & Assessment
South West Institute of TAFE