Emmanuel Thuo

PROFESSIONAL PROFILE Customer Support and Operations Specialist with proven experience handling high volumes of customer inquiries across email, chat, and phone in fast-paced environments. Skilled in customer communication, complaint resolution, service coordination, and issue escalation while maintaining professionalism, empathy, and accuracy. Experienced in using CRM systems to manage customer interactions, track service requests, maintain accurate records, and ensure timely follow-ups. Demonstrates strong multitasking ability, attention to detail, and the capacity to manage multiple priorities while consistently delivering high-quality customer experiences. Recognized for resolving customer concerns efficiently, improving service flow through organized coordination, and maintaining clear communication between customers and internal teams. Brings a strong sense of accountability, problem-solving ability, and the capacity to work independently with minimal supervision. KEY SKILLS Customer Support (Email, Chat & Phone) | Complaint Handling & Escalation | CRM Systems (Zendesk Ticketing & CRM) | Customer Communication | Service Coordination | Problem Solving | Data Entry & Recordkeeping | Multitasking & Time Management | Attention to Detail | Issue Resolution | Microsoft Office & Google Workspace | Cross-Functional Coordination PROFESSIONAL EXPERIENCE Project Manager – Fireside Group Dec 2025 – Apr 2026 • Managed high volumes of customer and service inquiries, ensuring timely responses and maintaining service quality in a fast-paced operational environment. • Acted as the primary point of contact for customer concerns and escalations, improving response efficiency and customer experience. • Resolved operational and customer-related challenges using a calm, solution-oriented approach while maintaining professionalism under pressure. • Coordinated communication between teams to ensure efficient service delivery and timely issue resolution. • Maintained accurate records of customer interactions, service updates, and operational activities to support reporting and follow-ups. • Escalated complex issues to relevant departments while ensuring customers and stakeholders remained informed throughout the resolution process. • Supported workflow efficiency by identifying recurring operational issues and assisting with process improvements. Safaricom PLC – Supply Chain Intern Nairobi, Kenya | Jan 2025 – Nov 2025 • Handled high volumes of service requests, ensuring accurate processing, tracking, and timely completion of operational tasks. • Provided clear and timely updates to internal stakeholders, improving communication flow and operational visibility. • Identified and resolved workflow delays and service issues proactively, reducing escalations and improving response time. • Maintained structured tracking logs and accurate records to support reporting, visibility, and operational accountability. • Used operational systems and tools to improve consistency, efficiency, and turnaround time across service processes. • Coordinated with different departments to ensure smooth workflow execution and timely issue resolution. • Contributed to process improvement initiatives by identifying inefficiencies and supporting streamlined operational procedures. Amiran Kenya – Customer Service Representative (Operations Support) Nairobi, Kenya | Jan 2023 – Oct 2023 • Responded to high volumes of customer inquiries through phone, email, and chat, delivering prompt, professional, and customer-focused support. • Used Zendesk to manage customer tickets, track interactions, and ensure timely resolution of customer concerns and service requests. • Provided accurate information regarding products, services, and order processes while maintaining strong communication standards. • Handled customer complaints and service issues with empathy and professionalism, contributing to improved customer satisfaction and retention. • Escalated unresolved or complex issues to appropriate departments to ensure faster and more effective resolution. • Maintained detailed and accurate customer records within CRM systems to support reporting and service continuity. • Demonstrated strong multitasking ability by managing multiple customer requests simultaneously while meeting deadlines and maintaining service quality. EDUCATION Jomo Kenyatta University of Agriculture and Technology (JKUAT) Bachelor of Supply Chain Management (Transport and Logistics) Dagoretti High School Kenya Certificate of Secondary Education (K.C.S.E) CERTIFICATIONS • Project Management Essentials • Oracle Cloud Infrastructure AI Foundations Associate REFEREES Available upon request