Kudo Ogonna
UNITED KINGDOM
Summary
A highly organized and results-oriented customer experience advisor with a proven track record of delivering exceptional customer service across diverse sectors. Extensive experience in handling customer inquiries, resolving complaints, and ensuring customer satisfaction. Skilled in optimizing support processes, collaborating with cross-functional teams, and providing solutions that enhance the customer journey. Strong communicator, proficient in managing high-volume environments while maintaining attention to detail and a focus on continuous improvement.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Business Customer Service Advisor
BT
12.2023 - Current
- Provide support to small and medium business customers, assisting with repair and troubleshooting of PSTN, broadband products, and cloud voice services.
- Managed over 50 customer calls per day and increased sales by 10%
- Collaborate with product teams to address emerging issues, ensuring continuous improvement of services and processes.
- Maintain and update support documentation, contributing to enhancement of customer support experience.
- Facilitate promotion and sale of products and services to customers.
Customer User Support
Department for Education
10.2023 - 11.2023
- Delivered first-line support to users, responding promptly to queries and ensuring efficient issue resolution.
- Escalated complex issues to relevant teams, ensuring timely solutions.
- Collaborated with product teams to identify recurring issues, feeding insights into improvement of service delivery.
- Contributed to development of standard responses and documentation for common inquiries.
Financial Crime Investigator
Monzo Bank
10.2022 - 07.2023
- Investigated fraud alerts, analyzed customer accounts for suspicious activity, and submitted Suspicious Activity Reports (SARs) to National Crime Agency (NCA).
- Identified and reported emerging financial crime typologies, ensuring compliance with regulatory standards.
- Provided recommendations to improve fraud detection and prevention strategies.
Customer Support Executive
Adecco – Goodlord
06.2022 - 09.2022
- Resolved referencing issues for customers via live chat, phone, and email, ensuring timely and effective resolutions.
- Identified recurring customer issues, providing insights to product teams for continuous improvement.
- Educated users on best practices for product usage, enhancing overall customer satisfaction.
- Logged all customer interactions in CRM system (e.g., Salesforce) to track issues, follow up, and analyze data on customer satisfaction.
Customer Service Advisor – Sales and Service
Concentrix – First Direct, HSBC
05.2021 - 03.2022
- Assisted customers with various personal banking services, including payment transfers, direct debits, and bill payments.
- Created positive customer experiences through proactive problem-solving and empathetic communication.
- Managed high-volume inbound calls, maintaining excellent service standards and resolving customer inquiries efficiently.
- Facilitated promotion and sale of products and services to customers.
- Helped map out customer journeys to identify pain points and areas of improvement, ensuring smooth interactions at every touchpoint.
Education
MSc Safety Health And Environment - Safety Health And Environment
University of Salford - Manchester
Salford2015
BSc Accounting - Accounting
Bells University of Technology
NigeriaSkills
- Customer Relationship Management (CRM)
- Customer Experience Management
- Sales, Customer Support
- Microsoft Office 365
- Communication & Interpersonal Skills
- High-Volume Call Centre Management
- Team Collaboration & Leadership
- Time Management & Prioritization
- Problem-Solving and Decision-Making
- Customer Journeys
Certification
Creating a Positive Customer Experience by Linkedin Learning - Aug, 2024
Timeline
Business Customer Service Advisor
BT
12.2023 - Current
Customer User Support
Department for Education
10.2023 - 11.2023
Financial Crime Investigator
Monzo Bank
10.2022 - 07.2023
Customer Support Executive
Adecco – Goodlord
06.2022 - 09.2022
Customer Service Advisor – Sales and Service
Concentrix – First Direct, HSBC
05.2021 - 03.2022
MSc Safety Health And Environment - Safety Health And Environment
University of Salford - Manchester
BSc Accounting - Accounting
Bells University of Technology
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