Marymabel Madueke

I’m a Customer Support Team Lead focused on delivering excellent client experiences through collaboration, open communication, and continuous improvement. I currently lead a team of 10 customer service representatives, coaching and mentoring them to improve performance and service quality. I also serve as the primary liaison between the team and management, aligning goals, reporting on performance, and advocating for team needs.

Before my leadership role, I expanded customer support services to cover eight African countries, including Zambia, Ethiopia, DR Congo, Mozambique, Ghana, Nigeria, Senegal, and Cameroon—driving a 30% growth in the customer base. I spearheaded multilingual support in English, French, and local languages, and used cross-cultural training to reduce misunderstandings while improving communication. Through data analytics, I identified customer pain points and preferences, contributing to a 10% improvement in service quality and a 20% increase in first-contact issue resolution.

I’m tools- and process-driven: I handle escalated issues via live chat, email, and phone/voiso, monitor performance metrics, and track KPIs to boost productivity. I’m recognized with an award for best customer satisfaction rating in 2024 and 2025, and I’ve consistently met and exceeded SLAs, maintaining an average customer service rating of 95%.