Open to opportunities

Lolly D

@lollyd

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Customer service professional with 7+ years of experience.

United Kingdom

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What I'm looking for

I am looking for a role that values customer engagement and offers opportunities for professional growth.

With over seven years of experience in customer service, I have honed my skills in driving customer satisfaction and promoting self-service tools. My journey has taken me through various roles, where I excelled in technical support, communication, and problem-solving. I am committed to pioneering innovative service strategies that elevate customer engagement and retention.

In my most recent role as a Customer Service Agent at eBay, I resolved customer inquiries and improved satisfaction through effective management of queries and streamlined issue resolution processes. My previous experience as a Technical Customer Service Advisor at PlusNet allowed me to enhance customer satisfaction and retention by resolving technical issues and coordinating timely engineer visits. I take pride in maintaining accurate records and participating in management meetings to discuss KPIs and improve service quality.

My educational background includes a Master's degree in Communication, Culture, and Media from Coventry University, which has equipped me with a strong foundation in communication strategies. I am passionate about writing, reading, and traveling, and I continuously seek opportunities to grow and contribute positively to my work environment.

Experience

Work history, roles, and key accomplishments

Customer Service Agent

Ebay

Jul 2024 - May 2025 (10 months)

Resolved customer inquiries, improving satisfaction and self-service tool usage. Streamlined issue resolution processes, leading to noticeable gains in customer satisfaction and increased usage of online support tools.

Customer Service Problem Solving Communication Customer Satisfaction

Technical Customer Service Advisor

PlusNet

Aug 2020 - Jul 2024 (3 years 11 months)

Resolved technical issues via calls, enhancing customer satisfaction and retention. Coordinated engineer visits with Openreach for timely issue resolution. Maintained accurate records to improve operational efficiency.

Technical Support Customer Service Problem Solving Data Protection Communication

Customer Service Advisor

Jan 2020 - Aug 2020 (7 months)

Guided customers on company issues, ensuring satisfaction through effective communication. Encouraged self-service options, enhancing customer experience and product engagement. Handled client inquiries, coordinating with departments to resolve issues efficiently.

Customer Service Communication Problem Solving Client Inquiries

Customer Service Assistant

Supreme Maintenance Ltd

Jun 2018 - Jan 2020 (1 year 7 months)

Managed service calls, ensuring compliance with data protection guidelines. Resolved client queries through various channels, improving response efficiency. Addressed customer complaints professionally, enhancing satisfaction.

Customer Service Data Protection Client Query Resolution Communication Complaint Handling

Education

Degrees, certifications, and relevant coursework

Coventry University

M.A. in Communication, Culture and Media, Communication, Culture and Media

Activities and societies: Key modules:TransnationalSubjectivity,DistributedAgency,CulturalLabour,ScreenPerformance andresearchmethodology

Key modules included Transnational Subjectivity, Distributed Agency, Cultural Labour, Screen Performance, and research methodology. This program enhanced understanding of communication and media in a global context.

Lead City University

BSc. Mass Communication and Media Technology, Mass Communication and Media Technology

Studied Mass Communication and Media Technology, gaining foundational knowledge in media principles and practices. This degree provided a comprehensive understanding of communication theories and applications.