Summary
Overview
Work history
Education
Skills
Certification
Timeline
Generic

Kudo Ogonna

Manchester

Summary

Dedicated customer support and operations professional with over 5 years’ experience delivering exceptional service across finance, education, telecom, and logistics sectors. Proven track record in empathetic communication, resolving complex issues, and building long-term client relationships. Proficient in SaaS platforms, CRM systems, and multi-channel support, including phone, email, and live chat. Committed to driving customer satisfaction and operational efficiency through proactive problem-solving and collaborative teamwork.

Overview

4
4
years of professional experience
2015
2015
years of post-secondary education
1
1
Certification

Work history

Support & Ops Specialist

Amazon
Leicester
07.2025 - Current
  • Proactively monitor daily shipments, supporting the team to achieve over 95% on-time delivery rates.
  • Facilitate clear communication with 20+ customers and carriers weekly, reducing escalations and improving satisfaction.
  • Identify and escalate recurring operational issues promptly, enabling swift resolution and minimizing service disruptions.
  • Make timely, informed decisions under pressure to support critical business operations.

Business Customer Service Advisor

BT
Manchester
12.2023 - 06.2025
  • Delivered high-quality broadband and voice support to over 200 SME customers monthly via phone and chat.
  • Achieved a 90% first-contact resolution rate by troubleshooting faults and managing cases efficiently using internal systems.
  • Collaborated cross-functionally to reduce average case resolution time by 25%, enhancing overall customer experience.
  • Promoted digital self-service platforms, increasing customer adoption by 30% and improving operational efficiency.

Customer User Support

Department for Education
Manchester
10.2023 - 11.2023
  • Supported 500+ users of education platforms, achieving a 95% satisfaction rating.
  • Logged and analyzed issue trends, helping improve support materials by 40%.
  • Assisted in onboarding 150+ new users, promoting system adoption and reducing onboarding time by 20%.
  • Supported onboarding of new users and promoted adoption of online systems.

Financial Crime Investigator

Monzo Bank
Manchester
10.2022 - 07.2023
  • Investigated 50+ fraud cases monthly with 100% compliance to protocols.
  • Maintained accurate records and escalated 10% of cases for further review.
  • Provided empathetic support to customers, improving customer trust scores by 15%.
  • Developed expertise in digital banking tools, reducing investigation times by 20%.

Customer Support Executive

Adecco - Goodlord
Manchester
06.2022 - 09.2022
  • Delivered multi-channel support to over 150 users per month.
  • Assisted users through onboarding, reducing user churn by 10%.
  • Documented case logs with 99% accuracy and reported recurring issues to improve support processes.

Customer Service Advisor

Concentrix - First Direct, HSBC
Manchester
05.2021 - 03.2022
  • Handled 80+ customer interactions daily via calls, emails, and secure messaging across banking products.
  • Assisted with transactions, account inquiries, and digital tools usage, maintaining 95% accuracy.
  • Supported customers through financial difficulties using empathetic communication, achieving a 90% satisfaction rating.
  • Consistently met or exceeded performance targets, ensuring compliance with internal policies.

Education

MSc - Safety, Health, and Environment

University of Salford

BSc - Accounting

Bells University of Technology

Skills

  • Customer Service Excellence & Relationship Management
  • SaaS Platforms (CRM, Ticketing Systems, Zendesk, Jira, Salesforce)
  • Active Listening & Problem Solving, Data-Driven Decision Making
  • Multi-Channel Communication
  • Operational Efficiency&Continuous Process Improvement
  • Stakeholder Engagement & Team Collaboration
  • Secure Communication & Data Privacy Compliance

Certification

  • ITIL Foundation Certification, Simplilearn
  • Microsoft Certified IT Professional, In Progress
  • Creating a Positive Customer Experience, LinkedIn Learning

Timeline

Support & Ops Specialist

Amazon
07.2025 - Current

Business Customer Service Advisor

BT
12.2023 - 06.2025

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

Concentrix - First Direct, HSBC
05.2021 - 03.2022

BSc - Accounting

Bells University of Technology

MSc - Safety, Health, and Environment

University of Salford

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