Emma Auma

Customer Support Specialist with extensive experience handling high-volume customer inquiries across phone, email, WhatsApp, and in-person channels. Skilled in customer service, order processing, administrative support, problem resolution, and building long-term customer relationships. ALX Virtual Assistant graduate with strong Microsoft Office, Google Workspace, POS, and digital communication skills.

Quick to learn new systems and committed to delivering exceptional customer experiences in remote and fast-paced environments.

Customer Relations Officer & Operations Coordinator - Pinnacle Productions EA Ltd - Kenya

(2011-02)

• Provide professional customer support via phone, email, WhatsApp, and face-to-face interactions.
• Handle up to 200 customer calls per day during peak seasons while maintaining high service standards.
• Manage customer inquiries, quotations, order processing, production coordination, quality checks, and delivery follow-up.
• Resolve customer concerns regarding sizing, product selection, order accuracy, and deliveries.
• Coordinate with production teams to ensure timely fulfillment of customer orders.
• Build strong customer relationships that encourage repeat business and referrals.
• Recommend suitable products and services based on customer needs.
• Train and support four new employees, improving service consistency.