Richelle Forbes
Independent Crash Investigation Services Ltd
Coastlands
25
years of professional experience
Dynamic, highly experienced and detail-oriented Customer Service Representative with extensive experience in administrative functions, including office management and staff coordination.
Accomplished in sales with a strong track record of driving revenue growth, building robust client relationships, and implementing strategic techniques aligned with evolving business objectives.
Proven ability to streamline operations, significantly enhancing productivity and efficiency while maintaining high standards of operational excellence.
Expertise in fostering effective communication within teams and managing diverse office environments to support organizational goals.
Work History
Co-Owner/Admin
1 Year 9 Months- Review, revise, modify and edit reports prepared by qualified mechanic for clients.
- Prepare, email and manage invoices to clients, process payments, and document account updates.
- Manage purchasing, sales and client account operations efficiently.
- Oversee monthly reconciliation processes, ensuring alignment between invoices and payments received.
- Review and refine existing reporting frameworks, aligning them with organizational goals and compliance standards.
- Collaborate with law enforcement agencies to facilitate evidence analysis and reporting procedures.
- ADMINISTRATION.
Receptionist Administrator
1 Year 11 Months- Ensured welcoming environment for visitors, contributing to positive first impressions.
- Greeted all incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Managed all front desk operations, ensuring efficient visitor check-in and appointment scheduling.
- Oversaw client interactions, providing exceptional service that enhanced customer satisfaction ratings.
- Answered all incoming calls, handled questions or complaints, and re-directed calls or customers to other team members.
- Coordinated service appointments, ensuring optimal scheduling for technicians and clients.
- Maintained high levels of customer satisfaction through diligent scheduling coordination, ensuring all deliverables were met within agreed timeframes.
- Contributed to a positive work environment through excellent interpersonal skills and genuine care for colleagues'' needs or concerns.
- Processed customer transactions efficiently using point-of-sale systems.
- Boosted brand visibility by creating and executing innovative social media advertising and content.
- ADMINISTRATION, SALES AND SERVICE.
Salon Co-ordinator
10 Months- Managed appointment scheduling and coordinated client services to optimize salon workflow.
- Provided exceptional customer service, addressing client inquiries and resolving issues efficiently.
- Assisted in maintaining a clean and organized reception area to enhance client experience.
- Utilized salon management software for tracking appointments and client records effectively.
- Supported marketing initiatives by promoting services and products to clients during visits.
- Implemented process improvements that streamlined front desk operations, reducing wait times.
- Revamped business and salon layout, branding and interior design to improve customer flow and overall experience, resulting in better customer satisfaction and engagement.
- Developed innovative visual displays that enhanced customer engagement and showcased product features.
- Monitored inventory levels of retail products, ensuring availability for clients while minimizing waste.
- Facilitated smooth transactions, accurately processing payments and maintaining balanced cash registers daily.
- Assisted stylists with preparing clients for services, enhancing overall efficiency during peak hours.
- Developed relationships with guests to meet client needs and encourage repeat service.
- Managed social media accounts for the salon, increasing brand awareness and attracting new clientele through engaging content creation.
- Assisted in organizing special events within the salon such as product launches or client appreciation events, contributing to increased business opportunities.
- Handled payments and processed credit card transactions.
- Enforced spa policies, following company procedures at all times.
- Assisted with marketing campaigns to promote spa services.
- Resolved customer problems and complaints.
- Organized, maintained and updated information in computer databases.
- ADMINISTRATION, SALES AND SERVICE.
Centre Administrator
3 Months- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- First port of call for Parents via email, phone or in person.
- Managing Discover Programme – bookings, changes, family information, staff information, daily absences, weekly reporting for management, invoicing, ECE funding information, placements of children in correct rooms.
- Ordering of office supplies, scholastic books.\
- ADMINISTRATION.
Fashion Stylist
1 Year- Enhanced client satisfaction by providing personalized styling advice and outfit recommendations based on their individual needs and preferences.
- Improved client confidence through transformative makeovers that considered body shape analysis techniques as well as colour theory principles.
- Delivered expert advice on colour theory and garment selection to optimize individual client aesthetics.
- Provided personalized styling plans to enhance client wardrobe and boost confidence.
- Increased sales revenue by effectively upselling styling services, accessories, and additional wardrobe pieces.
- Built a loyal clientele through exceptional customer service.
- Managed mannequin styling, ensuring alignment with current fashion trends and company branding guidelines.
- Revamped store layout to improve customer flow and overall shopping experience, resulting in better customer satisfaction ratings.
- Developed innovative visual displays that enhanced customer engagement and showcased product features.
- Inspected merchandise for quality and arranged proper display location on floor.
- Mentored junior stylists, fostering skill development and adherence to best practices within the team.
- Processed customer transactions efficiently using point-of-sale systems and cash.
- RETAIL, SALES AND SERVICE.
Assistant Manager
3 Months- Provide customers with school uniform sizing of children/teens.
- Stock management, ordering, unpacking, stocktake.
- Helping customers with business uniform selection, styling, and sizing. Merchandising of store and front window displays.
- Managed mannequin styling, ensuring alignment with current fashion trends and company branding guidelines.
- Managed inventory levels, utilizing POS systems for accurate stock tracking and replenishment.
- Trained and mentored new staff on customer service excellence and product knowledge.
- Supervised daily store operations, ensuring adherence to company policies and procedures.
- RETAIL, SALES AND SERVICE.
Store Merchandiser
1 Year 5 Months- Window displays, Mannequins, Promotional displays, store layout, customer sales, training on sales – shrinkage management – customer rapport.
- Implemented innovative design concepts that improved overall store aesthetics and shopping experience.
- Managed mannequin styling, ensuring alignment with current fashion trends and company branding guidelines.
- RETAIL MEERCHANDISING.
Admin Manager
5 Years 5 Months- Experienced with invoicing - billing – reconciliation – customer management – reconciling - GST (Xero), HR – interviewing prospective staff - background checks – reviewing staff contracts, Health & Safety protocols, customer contacts re enquires, account queries, overdue accounts etc, emails, preparation of sales & purchase agreements for jobs, quality assurance reports.
- Processed payroll for multiple employees, ensuring compliance with New Zealand regulations.
- All administrative tasks including invoicing clients, scheduling appointments, updating client information in CRM software.
- ADMINISTRATOR.
Career
7 Years 9 Months- 24/7 care, (Parkinson's Disease Early Onset Dementia, Paranoid Schizophrenia) showering, dressing, medication administration, taking grocery, clothes shopping, taking to Dr, Dentist, Hairdresser etc. appointments, cooking for, health and wellbeing monitoring and feedback to Older Persons and Rehabilitations' Team.
- CAREER
Teacher Aide
2 Years- Supported daily activities and routines for children, promoting a safe and engaging environment.
- Having lots of messy fun with the kids.
- Assisted teachers in preparing classroom materials and activities for diverse learning needs.
- Supported individual students with personal care (Nappy changing, toileting etc).
- Aided students with special needs, providing individualized support and helping them reach their full potential.
- Supported classroom maintenance and upkeep, organizing books, and materials.
- Maintained cleanliness and sanitation in all areas, ensuring compliance with health and safety standards.
- Assist with structured activities, food prep for Kai, supervise - kai/lunch table.
- Monitored children's behaviour, ensuring adherence to safety protocols and encouraging positive interactions.
- Supervised free play and other activities to keep children safe.
- Following and practice the Protocols – Virtues – Philosophy – Te Tiriti Waitangi – Tikanga Māori.
- EARLY CHILDCARE, TEACHING.
Bookkeeping
1 Year 10 Months- Invoicing, bank reconciliation, filing, payroll, customer cold calling
- ADMINISTRATION
Reception
10 Months- Front desk, initial client queries, answering all incoming calls (transferring, messages etc.), dictation, data entry, client maintenance in accounting software, balancing of trust accounts, liaising with clients.
- ADMINISTRATION
CSR/Teller
5 Months- Delivered exceptional customer service by addressing inquiries and resolving issues efficiently.
- Processed customer transactions accurately and efficiently to ensure high service quality.
- Assisted customers with account inquiries, fostering positive relationships and trust.
- Managed cash drawer, maintaining precise records of deposits and withdrawals.
- Provided guidance on bank products and services to promote customer engagement.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- BANKING
CSR
5 Years- Residential Landline/Broadband/Mobile 123 Call Centre.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Provided exceptional customer support, addressing inquiries and resolving issues promptly.
- Managed service requests using CRM software to enhance customer satisfaction.
- Collaborated with team members to streamline workflows and improve response times.
- Provided training and mentorship to new hires on customer service protocols.
- Implemented strategies to reduce average handling time while maintaining service quality.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Sought ways to improve processes and services provided.
- CALL CENTRE SALES AND SERVICE.
Assistant Manager
2 Years- Led team in executing daily operations, ensuring smooth workflow and high customer satisfaction.
- Collaborated with management to refine inventory control processes, improving accuracy and reducing discrepancies.
- Championed customer service initiatives, creating solutions to enhance client relationships and retention efforts.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Enhanced store appeal and boosted visitor engagement by designing and implementing creative window displays.
- Managed mannequin styling, ensuring alignment with current fashion trends and company branding guidelines.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed store opening and closing procedures by counting drawers and managing security.
- RETAIL
Education
- Customer Service/Manager Training -The Six Steps of Selling.
- Shrinkage Control.
- Staff Recruitment & Training
Certificate - Hospitality
School Certificate - English, Economics
Skills
I have a varied skill base and strong work ethic
which helps me to learn new systems and protocols in a fast and efficient manner.
I am open to and always keen to learn new skills to help me to be as successful in my career as possible.
I always pride myself on providing superior customer service to all people whom I meet through the businesses that I have worked for
being a happy
approachable
kind
empathetic
self-motivated
well presented
time efficient and respectful person.
I believe that every person is entitled to the best experience with me whether it is the beginning of the day or the end.
I am happy and confident to work in either a team environment or to be self-sufficient and autonomous.
I believe strongly in using my initiative and supporting my colleagues.
I have strong multitasking abilities and able to prioritise tasks successfully.
I am proficient using multiple computer programs including Xero
Xero Me
Xero Payroll
Ace Payroll
Outlook
Word
Excel
Windows & Apple operating systems
Discover Childcare Software
Panasonic copiers & phone systems and all Eftpos systems.
I have travelled extensively; I am experienced and enjoy relating to people from diverse cultures and backgrounds.
I have a full
clean driver's license and I am experienced at driving both manual and automatic vehicles.
Personal
A little about Me....
- I was raised in rural Waikato in amongst a large extended family, this taught me many practical things but mostly that laughter is the best medicine and even in times of adversity and deep sorrow the love of your family and the laughter of life will get you through.
- I have been happily married for 18 years, with two children (15 & 12), an older daughter of 30 (from my first marriage) and proud Mormor' (grandmother) of three lovely grandchildren 9, 7 & 4) who reside in the Waikato.
- I spent 3.5 weeks traveling around the UK, Ireland, France, and Venice in late 2019 on my own, which reinforced to me that the world is smaller than we think, there are kind wonderful people everywhere and that New Zealand is the luckiest country in the world. I learnt that I could do anything (arrive at Heathrow Airport alone, figure out where to catch the tube & change/disembark at the correct stop, walk to find my accommodation all before 9am with suitcase in tow!), life is short and to trust & back yourself.
- Post Covid, in 2020 we sold our 10-acre block and our business. We moved to the beautiful Eastern Bay of Plenty – Coastlands, Whakatane in July 2020 after holidaying in the region over the previous 3 years.
- In 2023 and 2024 I travelled with a good friend to Vancouver, Alaska then Borneo and Singapore respectively. These travels reinforced my love of travel, adventure and how truly lucky we are in New Zealand.
- I believe there is nowhere better to live and raise our children. I am grateful to be able to walk our dog daily on the Coastlands beach, and proud be part of the Eastern Bay of Plenty community.. We spend a lot of time with our dog and the kids at the beach, or supporting our kids in their interests of mountain biking, motorbike trail riding, skiing, snowboarding, or horse riding. We feel very grateful to have moved here six years ago.
Timeline
Co-Owner/Admin
Independent Crash Investigation Services Ltd
12.2024 - CurrentRead More
Receptionist Administrator
AA Service Centre
06.2023 - 05.2025Read More
Salon Co-ordinator
Massage Me, Beautify You
01.2022 - 11.2022Read More
Centre Administrator
Coastlands Childcare Centre
09.2021 - 12.2021Read More
Fashion Stylist
Fashion Stylist Patterson's
10.2020 - 10.2021Read More
Assistant Manager
NZ Uniforms
07.2020 - 10.2020Read More
Store Merchandiser
Frogs & Toadstools
01.2019 - 06.2020Read More
Teacher Aide
Glenview Park Kindy
01.2016 - 01.2018Read More
Admin Manager
Enviroline NZ Ltd
01.2015 - 06.2020Read More
Career
Career for my Mother-in-Law
01.2011 - 10.2018Read More
Bookkeeping
M & B Contracting
04.2010 - 02.2012Read More
Reception
Flett, McKenzie, Strawbridge Accountants
06.2009 - 04.2010Read More
CSR/Teller
ASB Bank
01.2009 - 06.2009Read More
CSR
Telecom NZ (Spark)
09.2003 - 09.2008Read More
Assistant Manager
Wild Pair
09.2001 - 09.2003Read More
Norther Rivers TAFE
Certificate from Hospitality
Read More
Just Jeans Group
Read More
Melville High School
School Certificate from English, Economics
Read More