Planning and Infrastructure

Two days a week, rotating through the different teams including Engagement, Futures, Built Heritage and Townscape, while continuing my studies at UCL.

• Developed new leaders through training and field entry while monitoring job performance during first two years.• Analysed workforce trends utilising customer and colleague feedback data.• Empowered staff to reach full potential, increasing motivation, engagement, productivity and retention by providing self-serve tools and information.• Mentored staff through open, honest, direct and respectful feedback acting as initial point of contact and intermediary for employees who need advice, counseling and training.• Devised and executed creative solutions to continuously build morale and culture.• Guided staff through various topics.• Among the highly accomplished trip leaders ranked 9.7/10 by guests and responsible for the best development program and benefits in the industry, hiring fewer than 8% of candidates and retaining 93%.• Delivered two-week, world-class, immersive in-person talent development programs with a team of five coaches, leading to the graduation 95% of new hires.• Acclimated 10 new hires to their role and company culture through an exceptional onboarding employee experience

Trip Expert is Backroads language for Product Designer/Manager. - Researched, built and managed new trips in new regions. - Experience working remotely and independently- Developed strong personal and business relationships with vendors, negotiating and creating contracts- Set standards and protocols, thorough logistical and operational eventualities and plan B's.- Routine evaluation of performance and quality based on client feedback, making fast-paced changes where necessary.- Created the Iceland Walking Premiere trip which took $3 million in revenue during its last 2 summer seasons (6 months total), and one of the most successful walking intineraries in Europe. - Was set to launch brand new Faroe Islands itinerary for 2020, until Covid cancellation.

Working remotely as a team to deliver a service-focused guest experience through excellent leadership, teamwork, problem solving and communication skills on week-long trips. Setting expectations, understanding and delivering on individual guest needs and group dynamics by utilising customer service strengths, emotional intelligence, flexibility, and management skills.Efficiently dealing with problems that arise on trip by assessing the issue, quickly identifying alternative solutions, and presenting solutions to guests in a seamless and timely fashion.- Within the top percentile of the company of 700 field staff- Trained and onboarded incoming leaders in the field, part of the Mentor Team for 2019 and 2020- Responsible for delivering up to and over a collective $100k of value to a maximum of 26 guests at a time, often in logistically challenging remote areas on these week long events