Erin Potter
Edinburgh,United Kingdom
Summary
Seasoned professional with focus on optimising operational processes and driving efficiency. Skilled at streamlining workflows, enhancing productivity, handling multiple financially dependent deadlines, and fostering team collaboration. Proficient in Microsoft 365 and GDPR compliance, with a proven track record in quality assurance and customer inquiry management and de-escalation.
Overview
6
6
years of professional experience
16
16
years of post-secondary education
Work history
Operations Executive
JacTravel (A TourPartnerGroup Company)
Edinburgh
10.2024 - 06.2025
- JacTravel is a leading B2B Destination Management Company that focuses on inbound European group travellers. Being a small team of approximately 100 staff, we have built long-lasting relationships with our clients and suppliers to create bespoke, unforgettable tours.
- Oversees daily operations, ensuring smooth running of the business from booking excursions, making itineraries, and invoicing clients.
- Facilitating seamless communication between my clients and business partners
- Answers queries over phone and email promptly resolving or escalating feedback/issues to maintain client satisfaction.
- Coordinating with external partners for successful execution of tours, including meeting strict deadlines, sales updates, and updating our supplier databases.
First Line Agent & Training & Quality Coach
H&M Group
Edinburgh
09.2022 - 10.2024
- As a high performing agent providing excellent customer service, I was later promoted to a Trainee Training & Quality Coach
- Built enduring relationships with customers through excellent service over various channels: live chat, calls, and email.
- Open cases following product issue feedback for resolution in-house or at the warehouses swiftly and accurately.
- Consistently met KPIs by effectively handling high volumes of queries over various channels daily.
- Utilised effective listening skills whilst interacting with customers to understand their needs better and cater my assistance accordingly.
- Trained new staff on the ways of working
- Implemented feedback from customer surveys into practice, enhancing service quality.
- Made and presented training materials
- Coordinated training sessions and scheduled multiple QA meetings a week.
Editor and Head Editor
The Elphinstone Review
Aberdeen, Aberdeen City
11.2020 - 07.2022
- Facilitated editing workshops on effective content editing and publishing practices.
- Reviewed author revisions, ensuring alignment with editorial guidelines.
- Managed multiple projects simultaneously, maintaining timely delivery of edited manuscripts.
- Provided constructive feedback to authors, fostering improved writing skills.
- Championed usage of precise technical terminology; upheld discipline-specific language norms in the submitted papers for publication.
- Coordinated a venue and catering for the upcoming volume's launch party.
Treasurer, COVID Officer, and Secretary
University of Aberdeen’s Tea Society
Aberdeen, Aberdeen City
09.2020 - 03.2022
- Fostered a welcoming environment for prospective and new members which improved attendance at all events, virtual and in-person.
- Performed data entry tasks; ensured accurate record keeping, such as minute-keeping, risk assessments, and yearly budgets.
- Organised the Annual General Meeting
- Handled all social media channels and promptly responding to queries.
- Delivered accurate monthly and annual financial reports for the committee to review
Retail Assistant
Primark
Aberdeen, Aberdeen City
06.2019 - 06.2021
- Handled transactions, maintaining accurate till records.
- Followed company policies whilst handling returns and exchanges, preserving customer loyalty.
- Delivered excellent customer service by answering queries and providing product information.
- Maintained clean shop floor, promoting a welcoming environment. Assisted in stock replenishment to maintain store appearance.
- Guided customers towards appropriate products based on their preferences, boosting overall satisfaction.
Education
IB Diploma - International Baccalaureate
The International School of Helsingborg
Helsingborg, Sweden 08.2006 - 06.2018
English with Creative Writing - English
The University of Aberdeen
Aberdeen, Aberdeen City 09.2018 - 06.2022
Skills
- Deadline and diary management
- Task prioritisation
- Strong communication skills across channels
- Invoicing and liaising with Accounts
- Organising complex travel arrangements
- Recruitment processes
- Arranging and hosting interviews and trainings
- Customer request management and de-escalation
- Quality Assurance
- Prioritizing urgent, conflicting deadlines
- Coordinating and scheduling meetings
- Microsoft 365
- GDPR Compliance
References
References available upon request.
Timeline
Operations Executive
JacTravel (A TourPartnerGroup Company)
10.2024 - 06.2025
First Line Agent & Training & Quality Coach
H&M Group
09.2022 - 10.2024
Editor and Head Editor
The Elphinstone Review
11.2020 - 07.2022
Treasurer, COVID Officer, and Secretary
University of Aberdeen’s Tea Society
09.2020 - 03.2022
Retail Assistant
Primark
06.2019 - 06.2021
English with Creative Writing - English
The University of Aberdeen
09.2018 - 06.2022
IB Diploma - International Baccalaureate
The International School of Helsingborg
08.2006 - 06.2018
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