Lamunu Emmah

Proactive and resourceful professional with over 5 years of experience in customer success, executive support, and operational management. Skilled at anticipating client needs, optimizing workflows, and driving strategic initiatives in fast-paced environments. Adept at managing remote communication, scheduling, and client relations with discretion and clarity.

Passionate about enabling leaders and teams to scale their impact by creating seamless processes, fostering trust, and delivering exceptional service.

Team Leader – Solera Campaign (IAA, U.S. Insurance) at CCI Kenya (2025-08 – Present)

• Lead and mentor a remote-ready customer service team, ensuring operational excellence and client satisfaction.
• Drive strategic initiatives, optimize workflows, and anticipate client needs.
• Manage high-stakes scheduling, reporting, and communication for campaign operations.
• Build trust with clients and stakeholders, acting as a strategic thought partner.
• Ensure compliance with company policies and industry regulations.

Customer Service Agent – Insurance Auto Auctions (IAA), USA (Solera Campaign) at CCI Kenya (2024-08 – 2025-08)

• Coordinated the towing and transport of vehicles from accident sites, insurance lots, and sellers to IAA auction facilities.
• Managed vehicle intake and documentation, ensuring accurate VIN, title, and condition reporting for auction readiness.
• Provided customer support to buyers, sellers, and insurance partners, addressing inquiries and resolving issues with professionalism.
• Supported auction operations, including scheduling, online bidding assistance, and post-sale follow-up.
• Delivered timely communication between insurance partners and auction teams, ensuring smooth operational flow.

Customer Service Representative – Little Caesars Pizza (Inbound Calls) at CCI Kenya (2024-02 – 2024-08)

• Handled inbound customer calls to take food orders quickly and accurately.
• Entered orders into the system and confirmed details with customers to avoid errors.
• Processed payments over the phone, ensuring transactions were secure and completed successfully.
• Provided menu information, promotions, and upselling suggestions to enhance customer experience.
• Coordinated with kitchen staff and delivery drivers to ensure timely order fulfilment.
• Addressed customer inquiries and resolved issues such as incorrect orders, delays, or payment concerns.

Spa Therapist at Maisha Spa, Kampala Serena Hotel (2018-05 – 2020-12)

Dispatch Officer at China Ceramics Furniture Centre (2016-01 – 2016-05)

HR & Admin Support at Art Café Restaurant (2014-03 – 2015-01)

Diploma in Cosmetology – Unity College of Professional Studies (2016)

Uganda Advanced Certificate of Education (U.A.C.E.) – Caltec Academy (2011)

Uganda Certificate of Education (U.C.E.) – Seroma Christian High School (2009)