- Provide clients with regular updates in relation to the progress of the Pre-Site Phase (from contact signing to commencing construction) of the new home build, with a high level of Customer Service.- Provide accurate and timely follow up of an issue associated with building application and/or approvals including liaison with client, third party or permits officer as required.- Follow current procedures and checklist with a high level of accuracy and attention to detail- Provide all clients a high level of Customer Service which incorporates regular outbound calls, returned inbound calls, voicemails, and emails in a timely manner- Accurately complete data entry into Framework database reflecting communication had with clients and progress updates of the file.- Completion of Electrical and Tile variations including cross referencing against all variations and the tender letter where required- Manage complaint resolution effectively and in a timely manner- Provide effective feedback and suggested improvements to processes and systems

Positional overview and accomplishments:l Contracts Administration – New build & land Contracts, liaising with Solicitor/ Developer for execution l Onboarding of new clients, coordinating strategy sessions and relevant documentationl Updating clients with progress of build & developmentl Assisting Finance Manager with qualification of Assets & Liabilities to determine Borrowing Capacity.l Development Administration – Processing the Development application through GCCC.l Leads Management – Distribution of Leads, booking & confirmation of Property Investment Consultations. Commissions & Results Managementl Diary & Travel Management of Sales Director and In-home consultantsl Event Management – Property Seminars in Auckland & Melbournel Sales Reporting – reporting on performance of telemarketing team / In Home Consultants l Redesign of sales presentation packages to KTA branding / Sales pack preparationl Property Managementl CRM development – creating workflows & pipelines within CRM & providing training to team l Front Desk – Greeting clients, answering incoming phone calls

Positional overview and accomplishments:l Facilitate all client enquiries through phone and email communicationsl Liaising with Residential builders for construction updates and progress photos by stage to distribute tomy clientsl Coordinate introduction of Property Manager and organise Landlord Insurance & Tax Variationl Coordinate and attend finished property handover, final inspection report, and gift & referral program l Record testimonial video and photographs for use on website & social medial Invoicing of Builders of marketing fee & following up paymentsl Arrangement of initial client strategy meeting including boardroom set up & cateringl Onboarding of new prospect bookings & updating of client databasel Contracts Administrationl Creation and updating of procedures/policy manuall Liaising with builders for property stock procurement & selectionl Sales & property support to the General Managerl Diary management and appointment setting

Duties:• Manager of 14 team members including Customer Service Consultants, Online Customer Service Consultants and four (4) Receptionists• Responsible for workflow and service requests for 36,000 clients across 35 markets• Training new staff and ensuring new policies, products and procedures are implemented• Monitoring and reporting on performance of staff. Setting daily/weekly/monthly KPI’s. • Induction of new sales representatives and assisting in sales training• Accountable for meeting all artwork and publication deadlines• Responsible for recruiting new staff and identifying skill gaps and training needs• Resolving client complaints • Data entry and Database Maintenance• Discussing and arranging compensation for clients. Escalating issues to senior management and identifying, modifying and implementing policies to avoid future complaints• Attending sales management meetings. Leading monthly team meetings • Distribution and delegation of work• Ensuring even workflow across all consultants• Cross skilling of online and customer service consultants• Team performance reporting to senior management• Management of compensation budget and salary budgets.

Duties:• Supervisor of the Customer Service team and Contract Processing unit• Responsible for the client support, print and production of five publications as well as overseeing a total of 28 publications• Direct liaison between the client, sales representatives and HQ for all contract and artwork queries over the phone and email correspondence• Online support for clients, assisting with their online profile page set up and enquiries• Minute taking in monthly team meetings and as requested by Management• Responding to all general enquiries of clients over the phone and email• Reception overflow of incoming phone calls, transferring between departments• Resolution of client complaints to resolve any errors or problems to print and thereafter• Accountable for meeting various artwork and ongoing yearly publication deadlines• General administration including job bag filing, updating of procedures and policy manuals• Contract processing and contract order replacements which included upgrading and downgrading of clients packages• Data entry and database maintenance.

CB Richard Ellis is a worldwide commercial real estate company. As Marketing/Agency Coordinator I provided secretarial and PA support for 6+ commercial leasing and sales agents and coordinated marketing activities within the office including weekly real estate advertisements in the newspaper and updating of the real estate listings through various websites.

As Business Administrator the role was varied and included tasks and responsibilities across equipment, banking, dispatch, correspondence and working on the front desk counter processing customer’s payments. I was responsible for liaising with customers and assisting technicians both over the phone and face to face. I would arrange dispatch of technicians and assign routes for installation and service calls.I was promoted to the Commercial Representative role to set up new commercial clients and assist Sky Business Clients and commercial technicians in Wellington.