I track the severity and quantity of European hotel and supplier issues, then communicate and follow up with action plans that include business-to-business communication, and European site visits.I also create, maintain and price Optional Experiences across all brands for all trips and manage supplier information using Airtable, Salesforce, Umbraco, MS 365 and bespoke internal databases.

Created and monitored quality for new optional tour experiences for: Trafalgar; Insight Vacations; Grand European Travel; and Brendan Vacations. Maintained databases and documents for all brandsCreated travel documents and collateral for all brands using SalesForce, PDMS and InDesign software.

Co-founder and content creator at Singing Streets, the Music Tourist App that shows thousands of music-related sites in New York, London, Liverpool, Dublin and Belfast, with more cities on the way. Discover more than 4,500 geo-located music history sites, as well as current music venues, record shops and instrument stores.The app lets you check into the music sites as well. You'll see where album covers were taken; music video were filmed; musicians lived; as well as music-related hotels and pubs. Win virtual plectrums (guitar picks) along the way. You can also plan a trip before your visit and create a customised tour.Singing Streets is The Ultimate Music Location App.https://singingstreets.com/

Liaised with International team to address Quality Management concerns, customer inquiries, on-site issues, and program changes via outbound calls, letters and emails, within identifiable timelinesHandled high-level quality and customer service concerns including: repatriation; removal of travel privileges; and disabilities issuesIdentified trends and hot issues across brands, regions, and products based on outbound calls and survey comments, moves and report findings Met daily with team to raise hot topics and recommend ways to move the business going forwardSupervised associates and mentored peers to improve their KPIs

Provided information on products and assisted in sales and business driving initiatives for large Boston-based Travel company.Served on a selective outbound services team which included: collection calls for open balances, answering direct customer queries and collecting passport information. Prepared invoices and handled billing and collection

Writer/Founder of The Vinyl Witness, a music journalism blog - vinylwitness.wordpress.comDeveloped and wrote promotional campaigns for Music Industry releases, including; writing copy, album cover design, advertising, email marketing, media outreach and promotional schedulesFounded independent Chicago record label, Hear Diagonally RecordsLaunched and developed Grammy-nominated children’s artist, Justin RobertsCreated online retail store distributing local Chicago artist’s CDs including Wilco and Jayhawks’ projects and a Kate Bush tribute recordDesigned bespoke PowerPoint presentations for academic clients.

Consistently drove sales through maintaining a high customer service-focused environment for the second-largest bookstore chain in the United States Retained customer loyalty through the Borders Rewards program with a 27% sign-up rate (exceeding the national average of 21%)Created a successful in-store sales competition to promote a new line of eReadersMentored employees to exceed the company's customer service standards, consistently leading the district in customer survey resultsManaged large music department, driving sales through hosting local performers and adding popular local CDs to the store’s catalogTargeted educators through email marketing and in-store discountsManaged inventory, payroll, cash reconciliation and computer systems upkeep

Designed bespoke PowerPoint presentations for boutique management consulting firmCreated logos, advertising and posters for internal media, websites and industry publicationsTaught PowerPoint training seminars for employees and designed supporting training material

Managed client databases for direct mail advertising campaigns for Proctor & Gamble and other Fortune 500 corporationsSupervised and trained data entry staff of tenManaged production and distribution of direct mail and third-party vendors

Managed staff of 30 at flagship store in downtown ChicagoPurchased inventory from publishing representativesManaged cash reconciliation, scheduling and customer service.