Lucy Arubayi

Samsung Support technical team (Telecommunication)

September 2024- present 2025

• Daily handling of over 15 inbound and make outbound calls to complete customer experience
• Diagnose and troubleshooting technical issues relating to hardware, software and network issues
• Resolve customers complaints quickly and effectively
• Update customers record and maintain accurate documentation
• Stepped in for team leadership in meetings and updates on daily business routine.

SO Energy ( Utility Campaign)

July 2024- September 2024

• Offering and developing payments plans for wide range of customers in arrears
• Update payment method and process payment from over 20 customers daily
• Maintain customer relations and work with customers to ensure timely payment
• Give customer advice on various government financial advice services
• Review over 20 customers billing period and accounts to identify any discrepancy

EE Inbound and Outbound Customer service (Telecommunication)

March 2023-July 2024

• Building rapport through courteous, empathy and professional communication
• Handling outbound complaints, providing possible solutions and escalating where necessary
• Handling confidential and sensitive data with discretion, reducing risk of fraud and data breach
• Upheld privacy and security requirement established by national legislation
• Trained and coached new agents on KPI's and system process
• Curate coaching sessions on areas where agent find difficult to achieve, mentored and motivate agents leading to significant improvements in sales, self confidence, productivity and customer satisfaction
• Turning 20% of calls into sales, saving customer money by giving them best value of money

• Maintained clean, orderly work environment promoting conducive atmosphere for both staff and customers.
• Participated in team meetings sharing best practices for improving service delivery.
• Face to face with over 15 customers daily who want to send their loved one parcel
• Assisted customers in making informed decisions by providing detailed product information.
• Facilitated customer loyalty programmes to enhance customer retention.
• Ensured smooth running of operations with timely preparation of reports.
• Improved customer satisfaction by effectively handling complaints and inquiries.