Tania Donato
CARRUM,6
Summary
Results-driven Client Relationship Manager with expertise in relationship building, customer engagement, and consultative support. Proven track record in enhancing client satisfaction and streamlining processes to drive business growth.
Overview
35
35
years of professional experience
Work History
Client Relationship Manager
Lextech
Melbourne, VIC
04.2025 - Current
- Built and maintained strong client relationships through regular communication and feedback collection.
- Assisted in resolving client inquiries and issues, ensuring timely and effective solutions.
- Coordinated client onboarding processes, enhancing overall customer experience from initial engagement.
- Supported account management activities by updating records and tracking project progress.
- Collaborated with cross-functional teams to align client needs with service offerings effectively.
- Prepared reports on client interactions to identify trends and improve service delivery strategies.
- Contributed to training materials for new team members, fostering knowledge sharing within the team.
- Developed a comprehensive understanding of company products to provide informed support to clients.
- Maintained detailed records of all client interactions, ensuring accuracy in account management and reporting activities.
- Developed strong rapport with clients through consistent follow-up and attention to detail.
- Facilitated smooth onboarding experiences for new clients, guiding them through product setup and training procedures.
- Strengthened client relationships by maintaining regular communication and addressing concerns promptly.
- Improved customer satisfaction rates by providing tailored solutions to meet individual client needs.
- Analysed client feedback to identify areas for improvement and implemented changes accordingly.
- Assessed client needs and developed plans to adequately address current and future objectives.
- Coordinated closely with sales teams to support the pursuit of new business opportunities within existing accounts.
- Managed a portfolio of VIP key accounts, ensuring timely and accurate delivery of services and products.
- Recommended new products to clients and maintained solutions-oriented problem-solving for long-term client relationships.
- Implemented strategies for client retention, resulting in increased repeat business and referrals.
- Fostered customer trust by addressing concerns and needs using targeted problem-solving.
- Monitored project progress against established timelines while proactively updating stakeholders on any potential setbacks or roadblocks.
- Managed customer relations on ongoing basis to maximise customer retention.
- Delivered superior customer service to strengthen relationships and drive future business revenue.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Assisted with conflict resolution during partnership negotiations and acquisitions.
- Created training guides and in-person and online training courses to improve customer user experience.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Operations Manager, Banking Finance
Lextech | Purcell Partners
Melbourne, VIC
01.2017 - Current
- Streamlined operational workflows to enhance efficiency.
- Led cross-functional teams to optimise service delivery and customer satisfaction.
- Developed training programs for staff to enhance operational capabilities and knowledge.
- Collaborated with senior management on strategic planning initiatives for business growth.
- Introduced innovative solutions to enhance team productivity
- Monitored key performance indicators to identify areas for process improvement.
- Managed a high-performing team, fostering a collaborative environment and mentoring junior staff members.
- Evaluated employee performance regularly, providing constructive feedback and opportunities for professional development.
- Ensured seamless communication between departments, facilitating effective collaboration on projects and initiatives.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Established positive and effective communication among unit staff and organisation leadership, reducing miscommunications, and missed deadlines.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximise customer satisfaction.
- Increased profit by streamlining operations.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Finance Team Leader
Lextech | Purcell Partners Pty Ltd
Melbourne, VIC
01.2015 - Current
- Led finance team to enhance operational efficiency and streamline reporting processes.
- Developed and implemented financial strategies to optimise budget management and resource allocation.
- Oversaw month-end close processes, ensuring accurate financial reporting and compliance with regulations.
- Implemented automated tools for forecasting, improving accuracy and reducing manual workload.
- Increased team productivity with clear communication, goal-setting, and regular performance evaluations.
- Reduced financial discrepancies by implementing efficient monitoring and reporting systems.
- Led the finance team through successful internal audits, resulting in clean reports and improved controls.
- Drove process improvements across all areas of the finance function leading to increased efficiencies and streamlined workflows.
- Improved cash flow management by closely tracking receivables and payables, optimising working capital levels.
- Mentored junior staff, fostering skill development and promoting best practices in financial analysis.
- Analysed financial data to identify trends, providing insights for strategic decision-making.
- Maintained accurate records of all transactions for audit purposes while adhering to strict confidentiality standards.
Client Relationship Manager
CGU Insurance
Melbourne, VIC
01.1991 - 09.2007
- Negotiated contracts with clients to secure long-term partnerships while safeguarding company interests.
- Collaborated with internal teams to resolve client issues quickly and efficiently.
- Streamlined processes for managing client interactions, leading to improved response times and higher levels of satisfaction.
- Addressed and resolved customer complaints and issues to improve satisfaction.
- Served as primary point-of-contact for questions or concerns from clients during ongoing projects.
- Provided exceptional customer service by addressing concerns promptly and professionally.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Created customer support strategies to increase customer retention.
Education
Business Administration
Sacre Coeur
12-2006
Skills
- Business growth strategies
- Relationship building and management
- Customer engagement
- Client needs assessment
- Salesforce
- Problem-solving aptitude
- Consultative support
- Account management
- Customer relations
- Inter-department collaboration
Timeline
Client Relationship Manager
Lextech
04.2025 - Current
Operations Manager, Banking Finance
Lextech | Purcell Partners
01.2017 - Current
Finance Team Leader
Lextech | Purcell Partners Pty Ltd
01.2015 - Current
Client Relationship Manager
CGU Insurance
01.1991 - 09.2007
Business Administration
Sacre Coeur