Kyle Babo

Customer support and retention professional with 13+ years in customer-facing roles and over two years in fully remote sales and service. Experienced in resolving enquiries, supporting escalations and retaining customers through practical advice.

Background includes O2 customer retention and progression to Assistant Retail Manager at GAME. Confident using Salesforce and Ventrata to manage customer details, bookings and payments. Seeking a fully remote UK role | Right to work in the UK

Tier 1 Excursions Specialist at Hornblower Group (2024-02 – Present)

City Cruises, City Experiences, Walks & Devour

• Handle high volumes of inbound telephone, email and live-chat enquiries, combining customer support with needs-based sales.
• Manage bookings from enquiry to completion using Salesforce and Ventrata, maintaining accurate customer details and taking secure card payments.
• Resolve reservation changes, cancellations and availability issues; explain options clearly and recommend suitable alternatives.
• Support Tier 2 supervisors with escalations, emergency cancellations, complex booking issues and outbound customer briefs.
• Regularly generate five-figure monthly sales through relevant recommendations and additional bookings, alongside strong Net Promoter Score (NPS) results.
• Work independently against sales, service and productivity targets, using MiPerform to monitor performance in a fully remote team.

Freelance Business Development at Self-employed (2023-01 – 2024-02)

Business concierge services

• Discussed client requirements and presented suitable concierge services, explaining their value and responding to questions.
• Built commercial relationships through tailored conversations and follow-up, adapting the approach to each client's needs.
• Managed an independent workload and sales activity against agreed targets.

Trainee Recruitment Consultant at Parker Franklyn Ltd (2022-09 – 2022-12)

Insurance recruitment

• Qualified candidates through telephone conversations, exploring their experience and suitability for insurance vacancies.
• Built candidate and client relationships, handled objections and supported successful placements in a target-driven recruitment environment.

Assistant Retail Manager at GAME, Frasers Group (2021-09 – 2022-09)

• Progressed from Retail Sales Assistant to support store leadership, team performance and profitability.
• Coached colleagues on customer conversations, product knowledge and relevant additional sales to support store targets.
• Used sales KPIs to focus team activity and identify where colleagues needed further support.
• Resolved customer issues while remaining active on the shop floor, balancing service standards with commercial priorities.

Retail Sales Assistant at GAME, Frasers Group (2019-10 – 2021-09)

• Met and exceeded sales goals through product knowledge, needs-based recommendations and relevant additional purchases.
• Built rapport with customers, explained product features clearly and helped them compare options suited to their needs.

Retention Specialist at Capita | O2 (2018-10 – 2019-10)

• Retained O2 customers in a busy contact centre through needs analysis, negotiation and objection handling.
• Explored the reasons behind cancellation requests, identifying suitable solutions to customer concerns.
• Explained available options clearly so customers could make informed decisions about continuing their service.

Business Development at Midlands Commercial Solutions (2012-10 – 2018-09)

• Built commercial relationships across transport and hospitality, understanding client requirements and presenting relevant services.
• Developed opportunities through client conversations, negotiation and follow-up over six years in a target-driven sales role.