Salome Ngage
Customer Support Team Lead With BDR Experience
Nairobi
Summary
Results-driven professional with a strong background in customer support team leadership, business development, and client relationship management. Skilled in fostering collaboration and creating positive customer experiences through effective team leadership. Experienced in market research, lead generation, and strategic outreach to drive business growth and increase customer engagement.
Overview
12
12
years of professional experience
6
6
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Rapporteur (Volunteer)
Tropical Biology Association
02.2025 - 02.2025
- Documented key discussions, compiled detailed reports, and ensured accuracy in meeting records
- Assisted in organizing and summarizing data related to conservation initiatives
- Supported engaging, fun, and smooth-running events by helping with organization and planning.
- Used strong interpersonal communication skills to convey information to others.
- Promoted environmental awareness with educational workshops and hands-on activities.
Business Development Representative
Hodi
10.2024 - 11.2024
- Conducted outbound prospecting through cold calls, emails, and social media outreach to generate leads
- Researched and identified ideal customer profiles to target high-potential prospects
- Built and maintained strong relationships with potential clients, effectively communicating the value proposition
- Managed the sales pipeline by qualifying leads and scheduling meetings for senior sales representatives
- Collaborated with internal teams to develop tailored pitches and proposals for potential customers
- Interacted with clients from the United States and Western Europe, gaining insights into international markets and customer engagement strategies
- Refined sales pitch techniques based on ongoing evaluation of results, continuously adapting and improving for optimal outcomes.
- Implemented CRM systems to streamline sales processes, enhancing team efficiency and productivity.
Customer Support Team Manager
Teleperformance
08.2021 - 07.2024
- Led a team of 20 customer support representatives, ensuring high performance and compliance with service quality standards
- Developed and implemented strategies to enhance customer satisfaction, retention, and engagement
- Analyzed customer feedback and market trends to improve service delivery and identify sales opportunities
- Conducted performance reviews and training sessions to boost team efficiency and customer handling skills
- Worked cross-functionally with the business development team to support upselling and customer expansion initiatives
- Managed Sub-Saharan Africa (SSA) and UK teams, overseeing diverse customer bases and adapting strategies to regional needs
- Increased first-contact resolution rates by providing ongoing training in product knowledge and troubleshooting techniques.
- Managed escalations effectively by liaising with upper management or specialized teams when necessary, ensuring prompt resolution of complex cases.
- Organized regular team meetings to discuss updates, share best practices, and foster collaboration among team members.
- Reduced response times for customer inquiries by optimizing ticketing system processes and prioritizing urgent issues.
- Coordinated shift schedules for optimal coverage during peak hours, maintaining excellent service levels even during high-demand periods.
Customer Support Representative
Majorel Kenya
03.2021 - 08.2021
- Provided frontline customer support, resolving inquiries and technical challenges efficiently
- Educated customers about products and services, contributing to increased user adoption
- Collaborated with the sales team to identify potential leads through customer interactions
- Maintained detailed records of customer interactions using CRM tools to improve service delivery
- Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
Customer Support Representative
Moskom Ventures
11.2020 - 12.2020
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
- Exceeded performance metrics by consistently providing high-quality support to clients.
- Provided empathetic support for customers experiencing difficulties or dissatisfaction, resulting in improved loyalty.
- Supported sales efforts by offering knowledgeable insights into product offerings during upselling opportunities.
Education Officer
Friends of Nairobi Arboretum
01.2019 - 01.2020
- Handled administrative duties and updated the tree database
- Managed social media platforms and prepared newsletters
- Recruited and engaged with members
- Strengthened relationships between schools, parents, and local organizations through active participation in community events and outreach programs.
- Boosted student engagement by designing interactive lesson plans that incorporated multimedia and group activities.
Customer Support Representative
Niche Creatives
01.2019 - 03.2019
- Assisted and guided shoppers at the mall
- Helped customers with their purchases and parking
- Provided assistance to elderly and sick customers
- Provided empathetic support for customers experiencing difficulties or dissatisfaction, resulting in improved loyalty.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
Brand Ambassador & SDR
Stage Marketing Agency & Young Dynamix Marketing
01.2013 - 01.2017
- Conducted in-store and road activations
- Educated consumers about product benefits, leading to increased interest and sales conversions.
- Increased positive word-of-mouth referrals through genuine, personalized customer interactions and excellent product knowledge.
- Showed understanding of customer's personal style and preferences when offering product advice.
- Engaged, educated, and befriended customers to deliver amazing shopping experience.
Education
BSc. - Wildlife Management and Conservation
University of Nairobi
01.2014 - 01.2017
KCSE Certification - undefined
Saint Anuarite Secondary School
01.2009 - 01.2012
Skills
Customer Service Management
Lead Generation & Sales Prospecting
Compliance & Quality Assurance
undefinedCertification
Business and Decent Work, International Training Centre
Timeline
Business and Decent Work, International Training Centre
03-2025
Rapporteur (Volunteer)
Tropical Biology Association
02.2025 - 02.2025
Business Development Representative
Hodi
10.2024 - 11.2024
Customer Support Team Manager
Teleperformance
08.2021 - 07.2024
Customer Support Representative
Majorel Kenya
03.2021 - 08.2021
Customer Support Representative
Moskom Ventures
11.2020 - 12.2020
Education Officer
Friends of Nairobi Arboretum
01.2019 - 01.2020
Customer Support Representative
Niche Creatives
01.2019 - 03.2019
BSc. - Wildlife Management and Conservation
University of Nairobi
01.2014 - 01.2017
Brand Ambassador & SDR
Stage Marketing Agency & Young Dynamix Marketing
01.2013 - 01.2017
KCSE Certification - undefined
Saint Anuarite Secondary School
01.2009 - 01.2012
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