MBAEBIE JESSICA CHINENYE
CRM & Lead Generation Specialist | Workflow Automation | Customer Support
Systems
Lagos State, Nigeria
https://www.linkedin.com/in/mbaebiej
PROFESSIONAL SUMMARY
Results-driven CRM & Lead Generation Specialist with 8+ years of experience in customer
relationship management, lead generation, pipeline management, and workflow
optimization. Proven ability to design and manage CRM systems (HubSpot CRM), customer
communication workflows, and lead tracking processes that improve customer engagement,
operational efficiency, and revenue growth.
Experienced in handling high-volume inbound and outbound communication, nurturing
leads, and guiding prospects through the customer journey from initial contact to conversion.
Skilled in leveraging CRM tools, data management systems, and workflow processes to
maintain accurate records, monitor interactions, and support data-driven decision-making.
Strong background in client relationship management within financial services and customer
operations, with a focus on building structured systems that connect lead generation, CRM
pipelines, conversion processes, and customer support workflows.
SKILLS
CRM & Pipeline Management
CRM Systems Management, HubSpot CRM, Pipeline Management, Sales Funnel
Management, Customer Data Management, Client Lifecycle Management
Lead Generation & Conversion
Lead Generation, LinkedIn Lead Generation, Prospect Engagement, Lead Qualification,
Follow-Up Strategy, Client Acquisition
Workflow & Operations
Workflow Automation, Business Process Optimization, Operations Management, Process
Improvement, Task Coordination
Customer Support & Communication
Customer Support Operations, Inbound & Outbound Communication (Phone, Email, Chat),
Conflict Resolution, Customer Experience Management
Tools & Technologies
HubSpot CRM, Zendesk, Google Workspace,, Microsoft Office, Trello, ClickUp, Slack,,
Acuity Scheduling.
WORK EXPERIENCE
CRM & Lead Generation Specialist | Customer Support
Dessica Millinery and More - Remote
May 2024 – Present
● Manage high-volume inbound and outbound customer interactions across phone,
email, and chat, ensuring timely and professional communication
● Utilize HubSpot CRM to document customer interactions, track lead activities, and
maintain an organized sales pipeline
● Support lead generation and conversion efforts by engaging prospects, asking
strategic follow-up questions, and nurturing leads through the customer journey
● Conduct consistent follow-ups and lead engagement, improving response rates and
increasing conversion opportunities
● Maintain accurate customer and lead data, ensuring data integrity and effective
pipeline tracking
● Resolve customer inquiries and complaints efficiently, enhancing customer
satisfaction and retention
● Use knowledge base resources and internal tools to deliver accurate information and
support workflow efficiency
Client Relationship Manager (Loans & Savings)
TSwiss Transfer Integrated Company Ltd - Lagos, Nigeria
Feb 2016 – Apr 2023
● Managed end-to-end client relationship lifecycle, including onboarding, account
management, and issue resolution for loan and savings products
● Generated and qualified leads through prospect engagement, referrals, and follow-up
strategies, contributing to client acquisition
● Maintained and updated CRM systems and client databases, ensuring accurate
tracking of customer interactions and pipeline activities
● Implemented structured follow-up and communication workflows, improving
engagement and customer retention
● Identified upselling and cross-selling opportunities, increasing product adoption and
overall customer value
● Collaborated with internal teams to streamline operational processes and improve
service delivery efficiency
● Ensured compliance with financial policies while maintaining high standards of
customer service and data accuracy
Biology Teacher (NYSC)
St. Patrick’s College, Calabar
Feb 2010 – Jan 2011
● Delivered structured lessons and simplified complex concepts, strengthening
communication and client engagement skills
● Developed strong interpersonal and presentation skills applicable to customer
communication and relationship management
EDUCATION
Bachelor of Science (B.Sc.) in Biochemistry
Ebonyi State University, Abakaliki, Nigeria
CERTIFICATIONS
IT Support Certification - Digital Witch
Customer Service Skill - Alison
2004 – 2008
