Sales Lead Generation & Customer Support

FELIX MWERI

SALES LEAD GENERATION BUSINESS DEVELOPMENT CUSTOMER SUPPORT

Nairobi, Kenya 070*-***-*** **********@*****.*** PROFESSIONAL SUMMARY

Sales and customer support professional with experience in daily sales lead generation, prospect follow-up, appointment setting and customer engagement. At Avechi, generated leads daily, followed up with prospects and arranged at least one meeting every week. Also brings hands-on experience in product recommendations, sales support, upselling, cross-selling, e-commerce assistance and customer relationship management. Confident communicating with customers across phone, email, online and in-person channels.

CORE SKILLS

• Sales Lead Generation • Prospect Follow-up

• Appointment & Meeting Setting • Lead Qualification

• Customer Engagement • Sales Support & Product Recommendations

• Upselling & Cross-selling • Customer Relationship Management

• Phone, Email & Online Communication • E-commerce & Order Support

• Complaint Resolution • Data Entry & Record Management

• Social Media & Digital Communication • Microsoft Office PROFESSIONAL EXPERIENCE

Virtual Customer Service Representative Avechi

Nairobi, Kenya Feb 2019 – Feb 2021

• Generated sales leads daily through customer engagement and prospect outreach.

• Followed up with prospective customers to maintain interest, understand their needs and progress sales opportunities.

• Arranged at least one meeting every week with prospective customers.

• Handled customer inquiries through inbound calls and emails, providing timely and helpful responses.

• Worked across multiple systems during live interactions while maintaining accurate customer information.

• Liaised with internal departments to coordinate issue resolution and keep customers informed.

• Provided personalized assistance that supported customer loyalty and repeat business. Customer Service & Sales Representative Overtech Marketplace Nairobi, Kenya Jun 2024 – Apr 2026

• Assisted customers with product inquiries, recommendations, availability, pricing and order-related questions across in-store and online channels.

• Identified customer needs, explained product features and guided customers through purchase decisions.

• Supported sales through relevant upselling and cross-selling while maintaining a customer-first approach.

• Handled customer requests and complaints professionally, following up to ensure issues were addressed.

• Processed and followed up on orders, coordinated with internal teams and kept customers informed.

• Maintained accurate customer and sales records, inquiry tracking, orders and follow-ups.

• Provided after-sales support and personalized assistance to strengthen customer relationships. Call Center Representative Sansheng Company

Dubai, UAE Jul 2022 – Apr 2024

• Handled escalated customer calls professionally and worked toward effective resolution of complex issues.

• Managed high call volumes while maintaining a calm, accurate and service-focused approach.

• Responded to customer calls and emails regarding products, services, systems and access to support.

• Educated customers on company systems and form completion and assisted them in accessing services.

• Applied quality-control standards to support consistent customer service delivery. English to Swahili Translator — Remote Lexcon USA Nairobi, Kenya Dec 2023 – Mar 2024

• Translated customer-facing and business documents from English to Swahili with attention to meaning, clarity and accuracy.

• Reviewed completed work for grammar, punctuation and accuracy before delivery.

• Supported real-time communication and collaborated with translators during live interactions.

• Applied cultural understanding to communicate meaning accurately beyond literal word-for-word translation. Digital Marketing Manager Sahuma

Nairobi, Kenya Mar 2018 – Jan 2019

• Created digital content, social media campaigns and promotional materials to strengthen customer engagement.

• Managed client social media accounts and supported communication around product and service launches.

• Improved website content and SEO relevance and used A/B testing to optimize calls to action and conversion. Linguistics Research Assistant Starwood Capital Group Nairobi, Kenya Feb 2020 – May 2021

• Facilitated communication and collaboration across research team members.

• Used software tools to analyze linguistic datasets accurately and efficiently.

• Conducted interviews and surveys to gather insights from diverse populations.

• Contributed to research methodologies focused on accuracy and consistency of project findings. EDUCATION

• Bachelor of Arts in Linguistics — Mount Kenya University 2019

• Certificate in Digital Arts — Google Africa 2023 ADDITIONAL SKILLS & LANGUAGES

English — Native Swahili — Basic

REMOTE WORK STRENGTHS

Independent customer communication Phone and email support Online customer service Cross-functional coordination Accurate record keeping Digital communication

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