Nicola Richards
Edinburgh
Summary
Friendly, reliable and proactive professional with a strong background in performance-based and customer-facing roles. Over the past few years, I have focused on acting projects and writing a children’s book, strengthening my creativity, communication skills and confidence.
I genuinely enjoy working in customer service environments where I can engage with people, provide support and create positive experiences. I am now seeking a long-term position where I can contribute my enthusiasm, strong interpersonal skills and dedication.
Overview
9
9
years of professional experience
Work History
Customer service rep
Concentrix
Edinburgh
01.2022 - 01.2023
- Managed high volumes of customer enquiries in a fast-paced environment while maintaining clear, calm and professional communication
- Maintained and updated complex customer profiles with high accuracy, including adding additional people to existing accounts
- Supported customers through sensitive situations, including cancelling memberships following the death of a family member, with empathy and care
- Assisted customers with technical and digital issues when specialist teams were unavailable, ensuring continued service and support
- Ensured accurate record-keeping and responsible handling of sensitive information in line with data protection standards
Customer Assistant
Radio City Rockettes
New York City
01.2019 - 01.2020
- Supported audiences in a 6,000-seat theatre operating 4-5 performances per day, 7 days a week, maintaining efficiency in an extremely fast-paced environment
- Resolved ticketing issues including wrong-day bookings, double bookings, and seating queries, often immediately before performances
- Assisted VIP and high-profile guests, delivering a professional, discreet and welcoming experience
- Handled difficult or distressed customers calmly, de-escalating issues and finding practical solutions under pressure
- Worked collaboratively with front-of-house teams to manage crowd flow and ensure performances ran smoothly and on time
Management Assistant
AADA
New York City
01.2017 - 01.2019
- Handled telephone and email enquiries, ensuring information was directed accurately and efficiently
- Maintained and updated client records with strong attention to detail
- Typed, edited and proofread professional correspondence for clients
- Travelled to different locations to assist colleagues by delivering additional information and documentation for client meetings
- Supported office operations through document distribution and stock organisation
Assistant
Garrington
London
01.2015 - 01.2016
- Handled telephone and email enquiries, ensuring information was directed accurately and efficiently
- Maintained and updated client records with strong attention to detail
- Typed, edited and proofread professional correspondence for clients
- Travelled to different locations to assist colleagues by delivering additional information and documentation for client meetings
- Supported office operations through document distribution and stock organisation
Administrator
TC Young
Edinburgh
01.2014 - 01.2015
- Managed a busy switchboard and incoming email communications as a first point of contact
- Prepared and organised files for digital and physical archiving, ensuring accuracy and compliance
- Coordinated post distribution, document handling and internal logistics
- Supported meeting scheduling and administrative organisation
Education
Bachelor of Arts - Performing Arts
American Acadamey of Dramatic Arts
New York04-2019
Skills
Excellent verbal communication and interpersonal skills
Strong ability to build rapport and create positive customer experiences
Confident working independently and as part of a team
Experience with administrative tasks including scheduling, organisation and record keeping
Proficient in Microsoft Word and Google Docs
Experience using Canva for content creation
Familiar with AI systems and digital tools
Strong organisational and time management skills
Timeline
Customer service rep
Concentrix
01.2022 - 01.2023
Customer Assistant
Radio City Rockettes
01.2019 - 01.2020
Management Assistant
AADA
01.2017 - 01.2019
Assistant
Garrington
01.2015 - 01.2016
Administrator
TC Young
01.2014 - 01.2015
Bachelor of Arts - Performing Arts
American Acadamey of Dramatic Arts