Mary Agu

MARY AGU PROFESSIONAL SUMMARY Customer Success Associate with 7+ years of experience delivering technical and non-technical support within financial services and remote environments. Skilled in customer onboarding, incident management, ticket handling, and issue investigation. Experienced in analyzing transaction issues, troubleshooting system errors, and collaborating with cross-functional teams. Strong focus on customer satisfaction and SLA performance. CORE SKILLS- Customer Success & Support Operations Incident Management & Escalation Handling Ticketing Systems (Zendesk, Salesforce, Freshdesk) CRM Management Transaction Investigation & Log Review SLA Management Cross-Functional Collaboration Customer Communication Process Improvement PROFESSIONAL EXPERIENCE Tier 2 Customer Support Specialist (Remote) – ModSquad (06/2025 – Present) Provide Tier 2 support resolving complex customer issues Investigate transaction errors and system issues Manage high-volume tickets and meet SLA targets Handle incident escalation and collaborate with internal teams Support onboarding and training of junior agents Head, Customer Care – Polaris Bank (07/2025 – 10/2025) Led customer support operations in a banking environment Managed escalations and high-priority incidents Collaborated with internal teams to resolve issues Improved customer satisfaction and SLA performance Customer Service Lead – United Bank for Africa (08/2022 – 07/2025) Delivered multi-channel customer support Handled onboarding and customer guidance Resolved transaction-related issues Monitored SLA performance and trained staff EDUCATION Bachelor of Arts in English and Communications – Ignatius Ajuru University TRAINING & CERTIFICATIONS 1 2 3 4 Project Management Internship – Digital Technology Business School London Virtual Assistant Certification – ALX Customer Support Training – Digital Witch Community CRM Automation – Witty Automations