Jessie McLean

- Leading Customer Care Consultant on UK team. - Providing alternative solutions for first-level complaints. - Communicating and coordinating with internal departments and external partners including warehouses, website development, and delivery partners. - Improving the efficiency of customer service processes while prioritising work and multitasking. - Providing a positive and motivating influence on the team through leadership, mentoring, and training. - Creating and presenting onboarding documentation

- Handled customer inquiries by phone and email including targeted advice for product-specific topics and order procedure. - Developed a strong customer orientation and strengthened ability to adapt to diverse characters. - Learned how to use customer service software, in particular, Salesforce. - Pushed myself to higher expectations through self-management.

- Greeted guests with a welcoming smile, assisting guests to use bicycles and offering recommendations for things to do in Berlin. - Delivered historical content in an engaging manner to create an unforgettable and positive holiday experience. - Managed the safety of up to 20 group members of all ages whilst riding through the city. - Mastered all but one tour that Fat Tire Tours Berlin offers during rookie season.

- Sold tickets for walking tours - Coordinated meeting point when several tours left at the same time - Was the first contact point for customers arriving for tours

- Acquired leadership skills and techniques to safely manage groups of 10-15 students in remote environments - Worked with colleagues to develop and execute high school outdoor education programs - Honed an adaptable communication style to suit a wide range of audiences - Managed my time to ensure adequate attention was paid to both theoretical and practical coursework - Gained practical outdoor skills such as flat water canoeing, bushwalking, navigation and minimal impact camping