Looking for a job

Mary Agu

@maryagu

Tier 2 Customer Support Specialist at ModSquad, resolving complex billing and payment escalations across high-volume support channels.

Nigeria

Message

At ModSquad, I manage complex, high-volume customer support queues across phone, chat, email, and ticketing. I resolve escalations involving billing, refunds, and failed payments, while meeting SLA, quality, and customer satisfaction standards.

Previously, I led customer service teams at Polaris Bank and United Bank for Africa (UBA), coaching representatives and monitoring service performance. At UBA, I also handled customer disputes, chargebacks, refunds, and account concerns, and used performance trends to recommend process improvements.

Experience

Work history, roles, and key accomplishments

Current

Tier 2 Customer Support Specialist

Current

ModSquad

Jun 2025 - Present (1 year 3 months)

Managed complex, escalated, and high-volume ticket queues across multiple channels, ensuring SLA and performance standards. Analyzed recurring issues to identify trends and collaborated with cross-functional teams to improve workflows.

Ticket Resolution SLA Compliance CSAT Average Response Time Macros Billing Support Refunds Payment Issue Troubleshooting Escalation Management CRM Ticketing Systems Multichannel Support Data Analysis Process Improvement

Head, Customer Care

Polaris Bank

Jul 2025 - Oct 2025 (3 months)

Led daily customer support operations and team performance, supervising personnel and monitoring service delivery against SLA and quality standards. Coached staff and managed escalations, refunds, and service recovery cases.

Team Leadership SLA Compliance Quality Assurance Escalation Management Coaching Performance Monitoring Data Analysis Process Improvement Customer Retention

Team Lead, Customer Service

United Bank for Africa

Aug 2022 - Jul 2025 (2 years 11 months)

Led and mentored a team of customer service representatives, overseeing daily operations and KPI achievement. Monitored performance metrics and provided coaching to improve service quality and efficiency.

Team Leadership KPI Monitoring CSAT Average Response Time Quality Assurance Coaching Escalation Management Data Analysis Process Improvement Customer Retention

Customer Service Representative

United Bank for Africa

Jul 2018 - Jul 2022 (4 years)

Managed high-volume customer interactions across service channels, providing accurate information on banking products and services. Resolved complaints, disputes, and payment issues while maintaining accurate records.

Customer Service Communication Skills Problem Solving Dispute Resolution Refunds Payment Issue Troubleshooting Record keeping Multichannel Support