Working as an online live chat agent, my role primarily consists of me accepting inbound chats from customers who contact us via the clients website, dealing with a wide variety of issues ranging from customers not being able to use their digital products and having to find them a technological solution, the physical product they purchased not arriving in the post and having to track this for them and find a solution, and the customer not being able to process their payment online and then having to make an outbound call to them to take their card details and put the payment through for them myself. Other tasks would include finding the right products for customers and ensuring a sale, issuing refunds and exchanges, and hitting my hourly KPIs (completing the targeted amount of chats and responding to customers within the clients targeted time frame).

I went backpacking across Europe and volunteered at travelling hostels working a variety of different roles, with the focus mostly being marketing. For these roles I would have control of the hostels social media pages and promote the hostels activities and services to potential guests, this included documenting their pub crawls each night and creating promotional material for them based on this content. I would also post room offers, bar discounts etc on the hostels stories.

My main working experience so far was working as a receptionist at two travelling hostels , originally for YHA before the building was purchased by Kabannas in July 2023 and I began working for them. While this was a receptionist role, it involved a lot of additional responsibility and freedom, including being able to create events/activities for guests at the hostel and market them both online and in print. The day to day of this role involved me checking guests in and out of our hostel using Cloudbeds software (I also have experience with ASSD and Opera), engaging with guests and advising on things to see and do around the city, allocating bookings, taking payments on both card and cash, operating the hostels pages on third party websites such as Booking.com and Hostelworld, being responsible for opening and closing shifts and cash ups, as well as helping out on the bar during busy periods by serving alcohol and coffee.With the trust and freedom that was given to me to create and market weekly events for guests to partake in at the hostel, such as pub crawl Wednesday's, film nights, and the marketing and promotion of our pub quiz Thursday's, I gained valuable marketing experience, being able to create marketing content to promote these events on the hostels social media pages, as well as various other city-related pages on these platforms, and also utilize Google ads and Facebook ads to reach a wider audience within the local area. Some of this original content was also printed and displayed around the hostel and in the nearby area.

During the initial breakout of COVID-19 I began working as a 999 emergency services call handler for BT, dealing with calls to the police, ambulance, and fire services from the public. This role was very fast paced and demanding, required high concentration levels and the ability to professionally handle calls regardless of the content, with some calls being as simple as a misdial, to the next one being abusive, and ranging all the way to life-or-death situations. While the role required me to handle the calls independently, team work was also a key aspect to this role as we had to remain on top of the overall amount of calls coming into the centre. I left this role to be able to dedicate more time to my studies.