Kudo Ogonna
Manchester
Summary
Operations and governance support professional with over five years’ experience working within regulated environments across financial services, government, telecommunications, and large-scale operations. Strong background in case management, compliance-led workflows, stakeholder coordination, and maintaining accurate records within CRM and case management systems, including Salesforce. Experienced in supporting approval and assessment processes, interpreting policy requirements, tracking SLAs, and handling sensitive information in line with regulatory and data protection standards. Recognised for strong attention to detail, sound judgement, and the ability to work collaboratively across teams and geographies.
Overview
5
5
years of professional experience
4027
4027
years of post-secondary education
1
1
Certification
Work history
Support & Operations Specialist
Amazon
07.2025 - 01.2026
- Coordinated high-volume operational casework within a time-critical, policy-driven environment, ensuring adherence to internal controls and service standards.
- Maintained accurate and auditable records across internal systems, supporting data integrity and compliance requirements.
- Liaised with customers, carriers, and internal stakeholders to progress cases within agreed SLAs and reduce operational risk.
- Identified recurring operational issues and escalated appropriately, contributing to improved workflows and reduced service disruption.
- Exercised sound judgement when supporting operational decisions under pressure, in line with governance and escalation frameworks.
Business Customer Service Advisor (SME)
British Telecommunications
12.2023 - 06.2025
- Managed complex SME cases using structured case management systems, ensuring compliance with internal policies and regulatory standards.
- Achieved consistently high first-contact resolution by accurately assessing issues, applying policy guidance, and escalating exceptions where required.
- Collaborated cross-functionally with technical and operational teams to resolve issues and reduce average case resolution times.
- Supported the adoption of digital workflows and self-service tools, improving process efficiency and consistency of outcomes.
Customer User Support Officer
Department for Education
10.2023 - 11.2023
- Supported users of government education platforms, handling sensitive data in accordance with public-sector governance and data protection requirements.
- Logged, tracked, and analysed case trends, contributing to improvements in guidance materials and support processes.
- Assisted with onboarding and system adoption, ensuring users followed correct procedures and controls.
Financial Crime Investigator
Monzo Bank
10.2022 - 07.2023
- Investigated fraud and financial crime cases in line with regulatory requirements, internal controls, and risk management frameworks.
- Maintained detailed and accurate case records to support audit trails, compliance monitoring, and regulatory reporting.
- Assessed risk indicators, applied policy guidance, and escalated higher-risk cases in line with governance procedures.
- Worked collaboratively with specialist teams to ensure consistent application of controls and timely case resolution.
- Balanced regulatory compliance with professional and empathetic communication in sensitive customer situations.
Customer Operations & Compliance Support
Goodlord | First Direct / HSBC
05.2021 - 09.2022
- Supported customers within regulated financial services environments, ensuring accurate documentation, adherence to internal policies, and consistent service delivery across high-volume casework.
Education
MSc - Safety, Health, and Environment
University of Salford
ManchesterBSc - Accounting
Bells University of Technology
Skills
- Governance & compliance support
- Case management & approvals workflows
- Stakeholder liaison (internal & external)
- CRM & case management systems (Salesforce, Zendesk, Jira)
- Policy interpretation & escalation
- Data accuracy, audit readiness & controls
- SLA tracking & operational reporting
- Risk awareness within regulated environments
- Process improvement & operational efficiency
- Confidential data handling & data protection
Certification
- ITIL Foundation Certification
- Microsoft Certified IT Professional (In Progress)
- Creating a Positive Customer Experience – LinkedIn Learning
References
References available upon request.
Timeline
Support & Operations Specialist
Amazon
07.2025 - 01.2026
Business Customer Service Advisor (SME)
British Telecommunications
12.2023 - 06.2025
Customer User Support Officer
Department for Education
10.2023 - 11.2023
Financial Crime Investigator
Monzo Bank
10.2022 - 07.2023
Customer Operations & Compliance Support
Goodlord | First Direct / HSBC
05.2021 - 09.2022
MSc - Safety, Health, and Environment
University of Salford
BSc - Accounting
Bells University of Technology