Chimamaka Uduma
Huddersfield,UK
Summary
Highly skilled professional with expertise in decision making, multitasking capability, and provision of feedback. Demonstrates strong analytical skills and IT proficiency, ensuring efficient time management and result-oriented performance. Adept at multidisciplinary teamwork, committed to achieving organisational goals and continuous improvement.
Overview
8
8
years of professional experience
1
1
Certification
Work history
Customer Outcome Tester
Monzo
UK, Remote
2025.10 - Current
- Conduct quality assurance reviews for various interaction types, including call recordings, chats, emails, and written correspondence to assist in maintaining high customer service standards.
- Member of the Customer Outcome Testers Change team. As a member of the team, I actively participate in the discussion and trialing of new processes before their broader rollout.
- Map customer journeys from initial contact to issue resolution to identify friction points and suggest areas for improvement.
- Evaluate customer interactions for support and empathy, especially for vulnerable customers, to help achieve desired outcomes.
- Prioritise desired customer outcomes over strict adherence to support scripts.
- Verify customer outcomes for compliance with internal policies and external regulatory standards, including FCA's Consumer Duty and Treating Customers Fairly (TCF) requirements.
- Perform root cause analysis to identify origins of issues.
- Share documented remediation requirements with domain leadership via Airtable and Slack.
- Uphold adherence to deadlines while consistently delivering high-quality output.
Vulnerable Customer Adviser
Monzo
, UK, Remote
2022.04 - 2025.10
- Provided exceptional customer service and financial support to vulnerable adults facing diverse challenges.
- Effectively delivered personalised solutions to customers in need.
- Demonstrated empathy and understanding by tailoring financial products and services to meet individual circumstances, including those experiencing hardship, bereavement, or addiction.
- Collaborated seamlessly with stakeholders to address complex customer issues, such as crisis intervention and emergency support.
- Mentored frontline advisors on effective communication strategies for vulnerable customers, improving overall customer satisfaction and reducing attrition rates.
- Maintained a deep understanding of Monzo banking products and relevant regulations through ongoing training and development.
- Provided feedback to colleagues across different domains on best vulnerable customer practices.
- Collaborated closely with colleagues to resolve complex customer issues swiftly.
Work Coach
Department for Work and Pensions
Leeds
2021.05 - 2022.04
- Successfully managed a caseload of over 150 Universal Credit claimants, delivering personalized support to facilitate their transition into the workforce.
- Proactively identified and addressed barriers to employment, including homelessness, substance misuse, mental health issues, language barriers, disabilities, and learning difficulties.
- Collaborated effectively with stakeholders to ensure timely reporting of welfare and safeguarding concerns.
- Developed and implemented tailored strategies to empower claimants towards financial independence.
- Demonstrated strong organizational skills through effective diary management and prioritization of administrative tasks.
- Adhered strictly to the Equality Act 2010, Data Protection policies, and safeguarding processes.
- Leveraged coaching techniques to build trust, motivate claimants, and foster a positive work ethic.
- Developed a deep understanding of local employment opportunities and resources.
- Contributed actively to cross-functional projects, including Kickstart, Evidence Team, and Restart.
Geography Teacher
Westfield Academy
Watford
2018.03 - 2021.04
- Successfully engaged students in geography across all key stages, fostering a passion for learning and achieving exceptional results.
- Planned and delivered differentiated lessons to cater to diverse learning styles and abilities.
- Provided timely and constructive feedback on classwork and assessments to promote student growth.
- Monitored student progress closely against departmental benchmarks, identifying areas for improvement and implementing targeted interventions.
- Set and reviewed academic targets with students, tracking their progress and celebrating achievements.
- Prepared comprehensive reports on student development, progress, and attainment, communicating findings effectively to parents.
- Contributed significantly to curriculum development, syllabus design, and departmental improvement initiatives.
- Established strong partnerships with parents and other stakeholders to ensure open communication and support for student success.
Education
Master of Science - Environmental Management
University of Port-Harcourt
Bachelor of Science - Geography
University of Nigeria
Skills
- Decision Making
- Multitasking capability
- Provision of feedback
- Result Oriented
- Multidisciplinary teamwork
- Analytical Skills
- IT proficiency
- Time Management
Certification
- PRINCE2 Foundation Project Management Certificate
- Scrum Master Certificate
- Kanban Foundation Training
Timeline
Customer Outcome Tester
Monzo
2025.10 - Current
Vulnerable Customer Adviser
Monzo
2022.04 - 2025.10
Work Coach
Department for Work and Pensions
2021.05 - 2022.04
Geography Teacher
Westfield Academy
2018.03 - 2021.04
Bachelor of Science - Geography
University of Nigeria
Master of Science - Environmental Management
University of Port-Harcourt