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Mary-Theresa Ugbizi

@mary-theresaugbizi

Customer Success Manager at Native Teams who redesigned onboarding, cutting turnaround time 25% and raising CSAT 20%.

At Native Teams, I led international B2B employer onboarding and redesigned it into a documented, repeatable process that reduced turnaround time by 25% and increased CSAT by 20%. I coordinated implementation and customer issues across internal teams, partners, and resellers.

As a Customer Success Specialist at Native Teams, I managed 80+ B2B accounts across 75+ countries, supporting onboarding, adoption, account health, and renewal discussions. Earlier at Jumia Nigeria, I analysed service metrics and trained and coached more than 500 customer service and telesales employees.

Experience

Work history, roles, and key accomplishments

Global B2B Onboarding Manager

Native Teams Ltd

Jun 2025 - Aug 2026 (1 year 2 months)

Led onboarding for international B2B employer customers, coordinating implementation activities and stakeholder communications. Redesigned onboarding into a documented, repeatable process, reducing turnaround time by 25% and increasing CSAT by 20%.

Customer Onboarding Implementation Coordination Stakeholder Engagement Cross Functional Collaboration Process Improvement AI assisted Workflow Google Drive Project Management

Customer Success Specialist

Native Teams Ltd

Jun 2024 - May 2025 (11 months)

Managed 80+ B2B accounts across 75+ countries on a global employment platform, supporting onboarding, adoption, issue resolution, and renewals. Monitored account health and guided customers through platform workflows.

Customer Success Account Management CRM Excel Google Sheets Renewals Customer Engagement Issue Resolution

Quality Assurance Specialist

Jumia Nigeria

Apr 2022 - Jun 2024 (2 years 2 months)

Analyzed CSAT, DSAT, and service-level metrics to identify performance trends and recommend improvements. Trained and coached over 500 customer service and telesales employees.

Quality Assurance CSAT analysis Training Coaching Data Analysis Process Improvement

Customer Experience Team Lead

Jumia Food Nigeria

Dec 2019 - Mar 2022 (2 years 3 months)

Led a team of 12 customer experience agents, monitoring CSAT, SLA compliance, and escalation performance. Coached team members and served as escalation point for complex complaints.

Team Leadership Customer Experience KPI Monitoring Coaching Escalation Management Process Improvement

Travel Advisor, HNI & Corporate Client Servicing Agent

Jumia Travel Nigeria

Jul 2018 - Nov 2019 (1 year 4 months)

Managed corporate client relationships and delivered personalized service to high-net-worth individuals. Recommended travel services and resolved customer concerns and travel disruptions.

Customer Service Client Management Travel Advisory Problem Solving Stakeholder Coordination