Rachel Powell
Canberra ,ACT
Summary
Multi-talented Client Liaison, Office Administrator and Customer Service Provider, dedicated to business success and eager for new professional challenges. Poised and polished professional, with skill in growing customer loyalty and improving operational efficiency.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Client Liaison /Legal Admin / Office Manager
Parker Coles Curtis - Family Law Firm
2023.01 - 2024.07
- Maintaining a composed demeanor in a high-stress environment with high stakes. Acted as a Client Liaison Officer for much of my employment and was appointed the position in 2024
- Booked consultations via phone, email, and website inquiry for 12 Lawyers at a time and 3 executives. The position required constant diary management for 15 people, confirmations, conflict checks, and opening files for clients with vital information and data for Solicitors.
- Engaged with clientele daily, often in a heightened emotional state, deciphering urgent issues and actioning them accordingly, whilst acting as the first point of contact, calming the potential client and getting them booked in for the appropriate next steps in their case.
- Liaised daily with the General Manager and as needed and with the 3 Directors and owners of the business to perform company-based tasks such as event bookings, training, appointments, flights, transportation and accommodation. Updated their calendars with all details.
- Created and conducted a training session and presentation to all staff on cost agreements and ran a company-wide file audit of the cost agreement contracts.
- Actioned administrative tasks upon request for a legal team of Executives, Senior Associates, Associates and Lawyers, for a highly recognised and awarded family law firm. Tasks included but were not limited to, client engagement and follow-up, drafting legal correspondence, file analysis, auditing and reporting.
- Performed dictation of legal letters, privileged client material, subpoena material, time entries and invoicing.
- Chased outstanding debt collection and paperwork from clients for Solicitors. Also requested documentation and correspondence from opposing law firms when due.
- Analysed and archived confidential financial and personal disclosure and documentation from both parties, as required by court order.
- Drafting and filing court documents and material with particular attention to accuracy and meticulous attention to deadlines, often requiring planning months in advance for many parties involved.
- Daily correspondence, via phone and email with other solicitors and law firms, barristers, independent experts, including psychologists & psychiatrists, professional report writers, welfare services, evaluators, process servers, and Court Registrars.
- Increased client retention rates by maintaining a proactive approach to problem-solving and conflict resolution.
- Collaborated closely with management on strategies to improve overall client satisfaction and engagement within the company. Heavily involved in the process design for incoming clients and the new website functionality alongside the Marketing Coordinator.
- Contributed to revenue growth with effective upselling strategies based on comprehensive knowledge of products and services.
- Enhanced company reputation by consistently delivering high-quality solutions tailored to client needs. Managed a diverse portfolio of clients, adapting communication styles to suit individual preferences and requirements.
- Maintained detailed records of all interactions with clients, ensuring accurate documentation for future reference or dispute resolution purposes.
- Actively participated in team meetings and training sessions, sharing knowledge gained from work experiences and staying current with developments in the family law field.
- Trained new hires on company policies, procedures, and best practices for optimal performance in their roles as Legal Administrators, Training Expert, Receptionist, and Personal & Executive Assistants.
- Responsible for safe custody of wills and other original documents, one of only a few with access to the safe.
- Trusted with key safe along with the General Manager.
Receptionist /Office Manager /Commercial Management
Leda Holdings - South.Point Shopping Centre
2022.01 - 2023.02
- First point of contact in a small management team for a privately owned commercial property with 200+ tenancies.
- Engaging in vital contact with other members of the Management team, Executives and CEO, as well as store owners, store managers, potential business prospects, legal teams, customers and the general public to ensure the smooth operation of a large public shopping mall.
- A very flexible and adaptable position, providing direct assistance and reporting to Operations, Marketing, Accounting, Leasing and Centre Manager, as well as Security and Carpark Teams and Concierge Team.
- Acted as Casual Mall Leasing Manager long term and as each other Managerial position and point of contact as needed. Often provided coverage for concierge & security.
- Worked directly with Security to analyse CCTV and incident information & data and process insurance claims.
- Acted as Duty Manager every Friday night, liaising with tenancies, public, security and emergency to ensure safety and smooth operations on what could be a volatile night.
- Also assisted directly in Police operations, emergency alarms and evacuations and enforcing policies and rules for tenants, and customers. Trained as Fire Warden.
- Responsible for placing work orders, monitoring the incoming and outgoing trades, ensuring they were adhering to safety and legal protocols, along with Centre rules and regulations and reprimanding or revoking privileges when necessary.
- Training new staff, providing personal direction as well as technical set up and daily assistance and advice
- Responsible for the collection of confidential sales data from 200+ tenancies every month for reporting to CEO.
- Compiled monthly reports from all areas of Management to present to the Executive teams including the CEO. Provided direct assistance to all parties at the meeting.
- Trusted in requesting, handling, securing, storing and exchanging bank guarantees of large dollar sums.
- Responsible for safekeeping and distributing or depositing tenancy, supplier and utility cheques of up to $500,000. Delegated as one of only a few entrusted to access both money and key safe to all tenancies and locations.
- Keeping all insurances for permanent and temporary tenancies up to date and applicable.
- Answered all email correspondence, phone calls and in-person inquiries for the mall in a timely and polite manner.
Property Manager / Receptionist
Homefinders Real Estate Campbell
2021.01 - 2021.10
- Managing a generous portfolio of 500-700 rental properties in ACT and NSW Liaised daily with property owners, contractors, trades, strata, body corporate, current/previous and potential rental and sales clients.
- Always maintaining a highly professional standard in appearance and communication.
- Proficient in duties such as answering enquiries via phone, email, or face-to-face in the office.
- Writing lease agreements and distributing keys and official documents, taking payment and handling large sums of money, collecting arrears, drafting and issuing notices and liaising the bond office when needed.
- Distributed and managed work orders for trades, with constant liaising between tradesperson, strata, body corporate, landlords and lessors, buyers and sellers.
- Proficient in office tasks including, record keeping and receipts, data entry, filing, emailing, photocopying, taking high volume calls, managing money and keys, often occupying office alone.
- Some experience conducting and recording routine inspections on lease properties.
Swimming Instructor
YMCA Gungahlin Leisure Centre
2020.01 - 2022.01
- Water safety and learn to swim instructor for babies, toddlers, preschool & school age children, and adults.
- Developed daily plans to encourage water safety behaviours, age-appropriate lifesaving and swimming stroke skill and development, as well as teaching key survival skills to groups of all ages.
- Developing and maintaining a positive rapport with both children and parents or caregivers.
- Creating lesson plans which strive for improvement and goals of fundamental swimming and lifesaving skills, constant assessment of progress, all while remaining highly adaptive and flexible.
- Completed required courses through YMCA NSW, also acquired a WWVP card and CPR certification.
Sales Associate
Baby Bunting
2018.01 - 2019.01
- Managed the front end of the store greeting customers, outlining sales and providing direction.
- Responsible for phone lines answering enquiries, booking appointments, and taking payments over the phone, very often juggling several lines and tasks at once.
- Operated checkouts, in a fast-paced environment, providing numerous sales options in a friendly and courteous manner, while striving for daily, weekly, monthly and yearly KPI’s.
- Responsible for stock replenishment, back dock organisation, sale displays, online orders, store presentation, floor sales and extensive training on products and in customer service.
Family Readiness Group Volunteer
USA Army - Landstuhl Germany & Fort Detrick US
2005.03 - 2010.09
- Part of a 2 person team to facilitate the intake of officers, soldiers and families of 53rd Sig Bn Landstuhl – Germany and Fort Detrick - USA.
- Assisted with the transitional stage for families adjusting to a new posting in order to maintain mission readiness for the officers and soldiers, in a mission essential 24/7 Army Unit.
- Duties included; transportation to appointments, guidance and registration in foreign medical systems, banks, security offices, school enrolment, obtaining Identification, licenses, property leases, services, utilities and issuing of military and household equipment.
- Organised celebratory functions for 100 – 300 persons to encourage high morale and assist in adaptability and family readiness, including functions for all holidays and many community and team-building events for the unit throughout the year. Reported and coordinated directly to the First Sergeant and Captain of the unit when required.
Childcare Provider
Fort Detrick Child Development Center Maryland
2008.01 - 2009.01
- Provided educational childcare to large numbers of children ranging from ages 6 weeks to 6 years.
- Accomplished rigorous training and education goals both in the form of face-to-face guided classes and self-guided online courses as well as practical examinations.
- Adhered to strict military guidelines and practices including mandatory trainings, center operation readiness and security measures.
- Worked as a floater both room to room in the childcare/preschool and in the kitchen and administration, gaining knowledge and training in customer relations, administration and secretarial duties and food handling.
Sales Associate - Lands End
Sears Holdings
2008.01 - 2009.01
- Operated a boutique shop within a major department store
- Responsible for stock replenishment and visual merchandising of the brand, working under minimal to no supervision managing the department.
- Processed orders in person, via phone and online to reach company targets.
Sales Associate
KMart Belconnen
2003.01 - 2005.01
- Operated and maintained checkouts in fast paced, extremely busy environment
- Worked to maintain stores appearance and functionality
- Greeted customers upon entry, exit and throughout the store
- Practiced loss prevention through security checks and monitoring.
Education
University Courses Including Psychology, Sociology, German, Writing And - Psychology
University of Maryland
Landstuhl- Germany 12 Certificate - undefined
Daramalan College Canberra
2004
Skills
- Adaptable self-starter, comfortable working alone, or in groups requiring teamwork and compromise.
- Exceptional time management skills, prioritising and constant reorganisation of both long and short-term tasks and goals.
- Highly organized and adaptive, handling complex schedules for multiple people. Confident in completing tasks within and outside job description as required.
- Detail-oriented, ensuring meticulous attention to detail in documentation, and record keeping.
- Proficient in Microsoft Office, Word, Outlook Excel, and PowerPoint, Adobe, ActionStep.
- Completed Management course - Manage People Effectively at the Australian Institute of Management.
- Holds a vast array of knowledge and experience. Particularly focussed on customer/client service roles.
- Respectful, patient and confident in communicating with people from vast cultural backgrounds, abilities and ages, leading with compassion and integrity.
- Clear and concise verbal and written communication.
- Experienced in problem-solving and conflict resolution
Certification
- Manage People Effectively
- Trauma Informed Practice
- Provide First Aid, emergency life support & CPR
- Fire Warden
Timeline
Client Liaison /Legal Admin / Office Manager
Parker Coles Curtis - Family Law Firm
2023.01 - 2024.07
Receptionist /Office Manager /Commercial Management
Leda Holdings - South.Point Shopping Centre
2022.01 - 2023.02
Property Manager / Receptionist
Homefinders Real Estate Campbell
2021.01 - 2021.10
Swimming Instructor
YMCA Gungahlin Leisure Centre
2020.01 - 2022.01
Sales Associate
Baby Bunting
2018.01 - 2019.01
Childcare Provider
Fort Detrick Child Development Center Maryland
2008.01 - 2009.01
Sales Associate - Lands End
Sears Holdings
2008.01 - 2009.01
Family Readiness Group Volunteer
USA Army - Landstuhl Germany & Fort Detrick US
2005.03 - 2010.09
Sales Associate
KMart Belconnen
2003.01 - 2005.01
University Courses Including Psychology, Sociology, German, Writing And - Psychology
University of Maryland
12 Certificate - undefined
Daramalan College Canberra
- Manage People Effectively
- Trauma Informed Practice
- Provide First Aid, emergency life support & CPR
- Fire Warden
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