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Mary Akue

@maryakue

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Customer Service Manager at 9mobile who led a frontline team to 114% of monthly stretch targets.

Nigeria

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What I'm looking for

I'm ready to work remotely across time zones.

At 9mobile, I lead day-to-day customer service operations at a high-volume experience centre, with responsibility for service quality, satisfaction and operational KPIs. I manage and coach a frontline team that reached 114% of monthly stretch targets while maintaining service standards.

I monitor service and SLA metrics, prepare reports that inform leadership decisions, and resolve escalated customer issues. Previously, at EMTS (Etisalat Nigeria), I managed customer relationships and retention and, as Acting Cluster Manager, led daily customer operations and team performance.

Experience

Work history, roles, and key accomplishments

Current

Cluster & Experience Centre Manager

Current

9mobile

Aug 2022 - Present (4 years 2 months)

Lead day-to-day customer service operations for a high-volume experience centre, owning service quality, satisfaction, and operational KPIs. Manage, coach, and develop a frontline team, leading it to 114% of monthly stretch targets while holding service standards.

Customer Service Operations Team Management Coaching Performance Metrics SLA Management Escalation Management CRM Reporting Cross Functional Collaboration

Business Development Executive / Acting Cluster Manager

EMTS (Etisalat Nigeria)

Feb 2014 - Jul 2022 (8 years 5 months)

Managed customer relationships and retention for consumer, enterprise, and high-net-worth accounts. Coordinated escalations across internal teams for fast resolution and prepared CRM, service-quality, and customer-trend reports.

Customer Relationship Management Retention Escalation Management CRM Reporting Team Leadership