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.
