Sammy Ibrahim

Experienced and highly motivated professional with over 10 years of experience across technical support, customer service, warehouse operations, housing management and team supervision. Strong background in dealing with customers and service users, resolving complex issues, managing workloads and supporting teams to achieve operational targets. A reliable and adaptable individual with strong communication, organisation and problem-solving skills.

Experienced in working in fast-paced environments, handling confidential information, managing challenging situations and delivering high standards of customer service. Currently qualified with a Bachelor's degree in Business & Management and looking to progress within a professional organisation where I can use my management, customer service and leadership experience.

Housing Officer / Supervisor - SERCO

(2020-01 - 2026-01)

• Managed a range of housing-related responsibilities, supporting residents and service users in accordance with organisational policies and procedures.
• Acted as a key point of contact for residents, colleagues and external stakeholders.
• Dealt professionally with enquiries, complaints and complex customer situations, working towards effective resolutions.
• Maintained accurate records, case notes and relevant documentation.
• Supported the delivery of housing services while ensuring required standards and procedures were followed.
• Supervised and supported colleagues, helping to allocate workloads and maintain service standards.
• Provided guidance and assistance to team members and contributed to staff development.
• Monitored day-to-day operations and helped identify areas where processes could be improved.
• Managed competing priorities and worked effectively under pressure.
• Handled sensitive and confidential information appropriately.
• Worked collaboratively with internal departments and external agencies to resolve issues and achieve positive outcomes.
• Promoted professional standards, effective communication and a customer-focused approach.

Customer Service Representative - LYCA MOBILE

(2017-01 - 2019-01)

• Provided professional customer service by telephone and other communication channels.
• Assisted customers with account, billing, technical and service-related enquiries.
• Investigated customer problems and provided appropriate solutions.
• Handled complaints calmly and professionally, aiming to achieve satisfactory outcomes.
• Updated customer records accurately and maintained confidentiality.
• Worked towards customer service and performance targets.
• Explained products, services and procedures clearly to customers.
• Escalated complex issues where appropriate and followed problems through to resolution.
• Worked effectively as part of a busy customer service team.

Warehouse Operative - HELLOFRESH

(2016-01 - 2017-01)

• Worked within a fast-paced warehouse and food production environment.
• Prepared and handled customer orders accurately and efficiently.
• Followed health, safety and food hygiene procedures.
• Worked effectively as part of a team to meet daily production and dispatch targets.
• Maintained high levels of accuracy while working to strict deadlines.
• Assisted with stock handling, picking, packing and general warehouse duties.
• Maintained a clean, safe and organised working environment.

Technical Support - HTC

(2013-01 - 2015-01)

• Provided technical support and assistance to customers experiencing issues with mobile devices and related services.
• Diagnosed technical problems and guided customers through troubleshooting procedures.
• Explained technical information clearly to customers with different levels of technical knowledge.
• Recorded customer interactions and technical issues accurately.
• Escalated complex technical problems to relevant departments when required.
• Delivered professional customer service while working towards performance targets.
• Developed strong troubleshooting, communication and problem-solving skills.

Bachelor's Degree - Business & Management - GBS Global (2021-01 - 2025-01)

BTEC National - Business (2018-01 - 2019-01)

Level 3 Qualification - Zadkine College, Netherlands (2008-01 - 2009-01)