Nicole Underwood
Perth,Australia
Summary
Results-oriented Project Manager and Event Planner with a proven track record at Southpark Property Holdings, recognized for increasing customer attendance by 28% at the Farmers Market. Expertise in developing impactful marketing strategies and communication initiatives that enhance vendor relationships and community engagement. Known for exceptional teamwork and communication skills, with a strong commitment to delivering quality results and supporting local businesses through innovative and collaborative approaches. Passionate about continuous professional development and eager to contribute to a dynamic team focused on achieving organizational goals.
Overview
20
20
years of professional experience
Work History
The Works Market Manager- Event Manager
Southpark Property Holdings
Christchurch
01.2021 - 01.2023
- Company Overview: Southpark Property Holdings is a Commercial Property Development company purchasing and re-developing commercial buildings from old derelict factories into new shopping outlets/ complexes
- The purpose for my position at the company was to create a ‘Farmers Market’ to attract customers and community attention to the area
- What a great way for a community to be part of the revitalisation of an old factory ground and being able to see the construction progress, whilst supporting local small businesses on market days
- Building excellent vendor, supplier, and customer relationships
- Customer attendance to the Farmers Market increased by 28%
- Stable, regular vendor attendance increased by 80%
- Leading eight to twelve employees autonomously doing recruiting, training, timesheets
- Coordinating market logistics, layout, stall placements, and restructuring the plan according to late changes
- Health and Safety of staff, customers, vendors (high risk area since the market was held within construction area)
- Marketing, promotion – initiatives – flyers, fb
- Banking
- Increase revenue – car boots- stall fees
- Southpark Property Holdings is a Commercial Property Development company purchasing and re-developing commercial buildings from old derelict factories into new shopping outlets/ complexes
- The purpose for my position at the company was to create a ‘Farmers Market’ to attract customers and community attention to the area
- What a great way for a community to be part of the revitalisation of an old factory ground and being able to see the construction progress, whilst supporting local small businesses on market days
Business Owner & Beauty/Massage Therapist
Oh La La Beauty
Christchurch, New Zealand
01.2011 - 01.2022
- This was my own business, which provided my clients with therapeutic services, including massage therapy, reflexology, reiki healing, and beauty treatments.
- Creating fundraising events and donating raffle prizes to support community causes.
- Providing massage and beauty therapy services for a diverse range of customers.
- Marketing, sales, financials, social media, and Canva.
- Monitored progress by establishing plans, budgets and measuring results.
- Created a customer service policy to ensure customers were satisfied with products or services.
- Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
- Established strong relationships with vendors to ensure quality products at competitive prices.
- Initiated cost-cutting measures when necessary without sacrificing quality of products or services.
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
- Determined pricing for products or services based on costs and competition.
- Conducted market research to identify new opportunities for growth.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Implemented successful business strategies to increase revenue and target new markets.
- Participated in trade shows, conventions, and other events related to industry promotion.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
Checkout & Customer Service Desk Supervisor
The Warehouse Group
Tauranga, New Zealand
01.2019 - 01.2020
- Maintaining solid customer relationships by handling questions and concerns with speed and professionalism.
- Resolving customers' complaints and returns using database records and systems.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Welcomed patrons to customer service desk and engaged in friendly conversations while conducting check-in process.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Generated monthly reports detailing key performance indicators such as call resolution rate, average handle time, first call resolution.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Created detailed reports outlining service desk activity such as call volume, average time to respond.
- Documented all changes made within the system environment in accordance with established change management procedures.
- Monitored service desk performance and productivity standards, ensuring that all staff met or exceeded expectations.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Coached, trained and mentored team members in order to build a cohesive support unit.
- Ensured compliance with company policies regarding security protocols.
- Developed and implemented customer service policies and procedures to ensure quality customer service.
- Ensured timely resolution of customer inquiries by providing accurate troubleshooting steps or escalating issues as necessary.
Care Worker- Support Worker
Agency and Kaiapoi Lodge hospital
Kaiapoi , New Zealand
01.2014 - 01.2018
- Daily care for residents.
- Hoist experience – mobility assisting.
- Encouraging residents to be as independent as possible.
- Managing medication.
- Entertained, conversed with or read aloud to patients to maintain mental health and alertness.
- Dressed, groomed and fed patients with limited physical abilities to support basic needs.
- Reported concerns to nurse supervisor to promote optimal care.
- Served as an advocate for vulnerable populations by advocating for increased access to quality healthcare services.
- Provided emotional and practical support to elderly clients in their homes.
- Coordinated with other healthcare professionals, including nurses, doctors, dieticians, in order to ensure comprehensive care.
- Participated in team meetings and training sessions to stay up-to-date on best practices for caring for elderly individuals.
- Created safe and positive living situations for clients by communicating with family and other staff about concerns or challenges.
- Provided patients and families with emotional support and instruction.
- Followed care plan and directions to administer medications.
- Transported individuals to medical appointments and assisted with errands.
- Maintained clean and well-organized environment for client happiness and safety.
- Encouraged independence while providing assistance when needed.
- Improved patient outlook and daily living through compassionate care.
- Maintained records of patient care, progress or problems to report and discuss observations.
- Ensured that client safety was maintained through regular home visits.
- Observed patients for changes in physical, emotional, mental or behavioral condition and injuries.
- Helped patients move in and out of beds, wheelchairs or automobiles and with dressing and grooming.
Youth Worker
TE Par- Youth residential facility
Christchurch, New Zealand
01.2011 - 01.2014
- Problem solving with vulnerable young people
- Day-to-day care.
- Maintaining and supporting family relationships with troubled youth.
- Coordinated community service projects, encouraging youth participation and civic responsibility.
- Empowered patients and families to negotiate with resource providers and make decisions on own behalf.
- Participated in regular meetings with staff members to discuss program goals and objectives.
- Provided referrals to counseling services or other social service agencies when necessary.
- Consulted and collaborated with other professionals to provide continuity of patient-family care.
- Supervised youth recreational activities and facilitated workshops surrounding self-development, education and employment.
- Offered key emotional support to special needs youth.
- Applied clinical and behavioral knowledge to maintain safety during crisis moments.
- Monitored client progress and updated case files accordingly.
- Implemented crisis management protocols when needed during emergency situations involving young people.
- Modeled positive behavior for residents by providing leadership and positive interactions.
- Maintained lists of resources helpful to clients.
- Prepared patients for self-management and decision-making responsibilities.
- Facilitated group sessions and workshops focusing on life skills, such as communication, leadership, and decision-making.
- Collaborated with counselors to communicate relevant information.
- Facilitated group discussions, activities, and workshops for youths on a variety of topics.
- Documented child progress, reporting extreme changes in behavior.
- Provided individual support and mentorship to youths facing personal, academic, or social challenges.
- Organized recreational activities such as sports, games, field trips, and arts and crafts.
- Used calm, positive, and encouraging approach with youth.
- Established safe and inclusive environments for youth, promoting positive behavior and emotional well-being.
Company Secretary, Office Manager
APS Limited
Chatteris, United Kingdom
01.2004 - 01.2011
- Brainstorming and implementing strategies to minimize business running costs, and ultimately raise profits.
- Doing credit control, purchase ledger, VAT (GST) returns, and payroll.
- Overseeing staff recruitment and training, health, and safety.
- Oversaw board director selection, training and development.
- Assisted in the preparation of financial statements and reports in accordance with applicable regulations.
- Created spreadsheets in Microsoft Excel for record-keeping and reporting.
- Sorted and distributed incoming faxes, letters and emails for office distribution.
- Managed all aspects of company secretarial work for subsidiaries, joint ventures or associated companies.
- Oversaw staff correspondence, record tracking and data communications, resulting in improved automation of office operations.
- Developed internal control systems to ensure adherence to legal standards and best practice guidelines.
- Provided advice on corporate governance matters to the Board of Directors.
- Organised annual general meetings and other shareholder meetings.
- Kept office equipment functional and supplies well-stocked to promote efficient operations.
- Prepared and maintained corporate documents, including minutes of meetings, resolutions, registers and statutory books.
- Handled incoming calls and directed callers to appropriate department or employee.
- Reviewed contracts, agreements, and other legal documents for accuracy and completeness.
- Pleasantly welcomed visitors, answered phone calls, and maintained front reception desk.
- Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
- Updated system to organize office documentation, maximizing efficiency and increasing productivity.
- Responded to customer issues to provide immediate resolution and improve retention.
- Liaised with external stakeholders including auditors, lawyers and regulators.
- Created a framework for risk management processes within the organisation.
- Administered payroll and maintained proper documentation of employee personnel.
- Assisted with month-end and year-end closings to support accounting system accuracy.
- Reviewed aging reports regularly to ensure timely payments are made.
- Liaised with vendors and customers to confirm information and address client issues.
- Ensured all required supporting documentation is attached before processing payments.
- Verified and processed invoices from vendors and contacted suppliers regarding billing errors.
- Reconciled discrepancies between vendor statements and internal accounts payable reports.
- Recorded debit, credit and account transactions in computer spreadsheets and databases.
- Resolved payment issues with vendors as needed.
- Participated in financial audits related to accounts receivable.
- Completed and submitted tax forms and returns, workers' comp forms and pension contribution documentation.
- Posted cash receipts daily into the general ledger system and prepared bank deposits accordingly.
- Prepared monthly statements for customers and sent out reminder notices.
- Negotiated payment plans with delinquent accounts.
- Matched orders with invoices and recorded required information.
- Handled accounts payable and receivable, including invoicing and payment processing.
- Managed timely invoicing of clients and ensured accurate billing details.
Bar Manager, Event Manager
The Three Tuns
United Kingdom
01.2003 - 01.2005
- Providing day-to-day management of a village pub and eatery, serving foods and drinks.
- Ordering stock, cash handling, supplier relations, event planning, and execution.
- Doing sponsorship and fundraising for the local community.
- Resolving customer complaints, cultivating team building, and rostering shifts.
- Managed day-to-day operations including opening and closing duties, scheduling shifts for employees, cash handling procedures and payroll processing.
- Inspected restrooms and dining and serving areas to foster cleanliness and proper setup.
- Enforced safety regulations and ensured proper sanitation practices were followed by all employees.
- Distributed food to service staff for prompt delivery to customers.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Mitigated health risks and reduced safety hazards by creating cleaning schedules, restocking items and sanitizing equipment.
- Circulated within assigned areas to assess and address customer needs, effectively prioritizing tasks during peak hours.
- Complied with health codes, sanitation requirements, and license regulations while streamlining productivity initiatives.
- Increased profits by overseeing inventory and strategically increasing menu prices.
- Analyzed financial data such as costs associated with labor efficiency, waste reduction and cost control initiatives.
- Delegated work to staff, setting priorities and goals.
- Increased revenue by promoting additional products and assisting with beverage menu.
- Planned and coordinated special events to boost customer numbers and profits.
- Monitored the performance of bartenders to ensure that all customers received prompt service in a courteous manner.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Restocked beer and liquor regularly and after special events.
- Oversaw food preparation, production and presentation according to quality standards.
- Poured wine, beer and cocktails for patrons.
- Recommended food and drinks to patrons based on preference, pairings and special promotions.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
Education
Diploma in Professional Counselling -
Australian Institute of Professional Counsellors (AIPC)
true06.2025
Certificate in Small Business & Project Management -
Te Wananga O Aotearoa
NZ01.2024
Interior Design Diploma -
Interior Design Institute
United Kingdom01.2023
Licence Controller Qualification -
Service IQ
Tauranga01.2021
Certificate in Hospitality & Hotel Management -
NZ School of Tourism
Christchurch01.2020
Certificate in Advanced Wedding Design & Event Planning -
Wedding Academy Global
New Zealand01.2019
Skills
- Customer service
- Project management
- Event planning
- Team building
- Marketing strategies
- Health and safety
- Communication skills
- Vendor relationship management
- Budget management
- Presentations and public speaking
- Adaptability and flexibility
- Problem-solving
- Solution selling
- Business development and planning
- Effective communication
- Key account development
- Time management
- CRM tracking
- Promotional planning
- Self motivation
- Team collaboration
- Trade show participation
- Teamwork
- Customer relationship management
- Team recruiting and onboarding
- Client relationship management
- Decision-making
- Team motivation
- Verbal and written communication
- Problem-solving abilities
- Rapport and relationship building
- Product demonstration
- Sales analytics
- Profit maximization
- Supply chain coordination
- Financial records analysis
- Adaptability
- Professional demeanor
- Data analytics
- Customer portfolio management
- Training development
- Teamwork and collaboration
- Task prioritization
- Budgeting and expenditures
- Multitasking Abilities
- Attention to detail
- Account acquisition
- Performance evaluations
- Goal setting and achievement
Languages
English
Native/ Bilingual
German
Native/ Bilingual
Timeline
The Works Market Manager- Event Manager
Southpark Property Holdings
01.2021 - 01.2023
Checkout & Customer Service Desk Supervisor
The Warehouse Group
01.2019 - 01.2020
Care Worker- Support Worker
Agency and Kaiapoi Lodge hospital
01.2014 - 01.2018
Business Owner & Beauty/Massage Therapist
Oh La La Beauty
01.2011 - 01.2022
Youth Worker
TE Par- Youth residential facility
01.2011 - 01.2014
Company Secretary, Office Manager
APS Limited
01.2004 - 01.2011
Bar Manager, Event Manager
The Three Tuns
01.2003 - 01.2005
Diploma in Professional Counselling -
Australian Institute of Professional Counsellors (AIPC)
Certificate in Small Business & Project Management -
Te Wananga O Aotearoa
Interior Design Diploma -
Interior Design Institute
Licence Controller Qualification -
Service IQ
Certificate in Hospitality & Hotel Management -
NZ School of Tourism
Certificate in Advanced Wedding Design & Event Planning -
Wedding Academy Global
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