Sales Team Leader

Everlyne Njeri Mwende

Nairobi, Kenya *****************@*****.*** +254*********

Professional Summary

Enthusiastic and detail-oriented customer service professional with a proven track record of Analyzing Data, delivering exceptional first-level support via email, chat, and phone. Skilled in triaging customer inquiries, resolving issues independently using existing documentation, and escalating complex cases promptly to senior representatives or subject matter experts (SMEs). Adept at working in fast-paced environments, adhering to SLAs for response times, and maintaining clear, empathetic communication aligned with business standards. Flexible and eager to adapt to new systems, time zones and processes while ensuring customer satisfaction and data security. Experience

Sales Team Leader

Skylink ltd Nairobi Jan 2021–Jan 2026

Developed and maintained positive relationships with clients in assigned sales territories.

• Organized regular sales meetings, trained sales team, provided comprehensive updates on market trends, competitor analysis, and new product developments.

• Managed a team of 30 regional sales representatives and consistently achieved high sales targets with an increase of 40 percent.

• Increased regional sales by implementing strategic marketing plans and nurturing key client relationships.

• Strong B2B sales and negotiation skills.

• Maintained accurate sales records of sales activities, customer interactions and transactions in CRM systems

Sales Development Representative

Madison Insurance Nairobi 2020–2021

• Closed inbound sales opportunities by understanding customer needs, delivering product knowledge, and providing tailored solutions, leading to a consistent monthly sales target achievement rate of 90%.

• Engaged prospective customers through phone, email, and chat, building strong relationships and effectively handling objections to convert leads into long-term clients.

• Supported clients through the insurance selection process, explaining policy benefits, handling questions and ensuring compliance with regulatory standards.

• Demonstrated strong attention to detail in managing sales pipelines, preparing quotes, processing applications, and resolving post-sale issues.

• Interpret and analyzed Data.

Key Skills

• Proficient in managing customer inquiries via email, live chat, SMS, and phone, triaging issues, and providing timely, accurate resolutions.

• Experienced in differentiating between routine inquiries solvable with documentation and complex issues requiring SME assistance or urgent escalation.

• Outstanding written and verbal skills, delivering precise, human-centered responses adhering to business communication guidelines.

• Familiar with ticket management systems like Zendesk, Freshdesk, e-commerce platforms like Shopify, and collaboration tools like Slack, Zoom, Monday.com.

• Strong organizational skills to prioritize tasks, meet SLAs for first response timings, and document interactions effectively.

• Flexible in adjusting to new tools, processes, and time zones while maintaining high performance.

• Committed to adhering to company security and data protection practices. Education

Bachelor of Commerce

Egerton University Graduated 2018

Certifications & Training

• Sales Development Representative Resilient People 2025

• Administrative Assistant Linkedin 2025

• Virtual Assistant Ajira 2024

• Customer Service Excellence KUZA Kenya 2023

References

Jude Steve

Manager, Madison Kenya

Tel: +254********* ***********@*****.***

Mary Kamau

Accountant, Thika Animal Feeds

Tel: +254*********

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