Lucy Urbicht

Sales- and service-oriented customer support professional with 10+ years of experience in international customer-facing roles, phone and email communication, case handling, and structured follow-up. Experienced in sales-driven environments, customer needs analysis, objection handling, CRM documentation, and cross-functional coordination. Strong at building trust with customers, keeping communication clear and professional, and supporting commercial processes in fast-paced remote settings.

Hotel Representative at TUI Service AG (2024-05 – 2026-04)

• Supported customers in a highly service- and sales-oriented environment, handling inquiries, complaints, and booking-related issues in person, by phone, and through digital channels.
• Promoted and sold excursions and additional services by identifying customer needs and recommending suitable options.
• Communicated confidently with international customers, handled objections professionally, and maintained a persuasive but service-minded tone.
• Coordinated with hotels, service providers, and internal teams to resolve issues quickly and maintain customer satisfaction.
• Documented cases accurately and followed up on open issues through resolution.

Senior Customer Support Officer at Novum Bank Ltd (2023-06 – 2024-05)

• Worked in a target-driven financial services environment combining customer support, commercial communication, and team coordination.
• Led a small sales team and supported structured follow-up on customer interactions and sales opportunities.
• Managed account-related customer communication via phone and digital channels, balancing service quality with business goals.
• Used internal systems and CRM-style tools to document interactions, monitor progress, and support performance tracking.
• Helped ensure professional communication, consistency, and follow-through in a fast-paced setting.

Senior Support Agent / Panel Specialist at Spectos GmbH (2014-03 – 2023-06)

• Managed business customer communication in a SaaS and logistics-related environment, supporting clients with operational issues, reporting topics, and service inquiries.
• Worked closely with business clients and internal stakeholders to clarify requirements, solve problems, and ensure reliable service delivery.
• Handled structured follow-up, documentation, and coordination across multiple ongoing cases.
• Communicated clearly and professionally with clients in complex support situations requiring accuracy and responsiveness.
• Built strong experience in process-driven customer communication, account support, and long-term client care.

Studies in Sociology, German Diplom Program in Sociology – Technical University, Dresden (2014-04)

High School Diploma – Karl-Liebknecht High School (2008-09)