Kudo Ogonna
Summary
Highly organised and detail-oriented professional with experience supporting complex operations within financial services, telecommunications, and government environments. Skilled in coordinating activities, managing multiple priorities, and maintaining accurate records to support decision-making and governance processes. Experienced in working with a wide range of stakeholders, ensuring clear communication, and delivering high-quality outputs within structured and regulated environments. Proven ability to improve processes, manage competing deadlines, and provide reliable operational and administrative support.
Now seeking to contribute to a Governance Office by supporting effective decision-making, maintaining high standards, and ensuring smooth coordination of governance activities.
Overview
5
5
years of professional experience
Work history
Senior Complaints Handler
Interactive Investor
2026.03 - 2026.04
- Coordinate and manage complex cases, ensuring all actions are completed accurately and within set deadlines
- Support structured decision-making by reviewing detailed information and presenting clear outcomes
- Maintain accurate records to support audit, governance, and compliance requirements
- Act as a key point of contact for internal teams, ensuring clear communication and timely resolution of issues
- Collaborate with stakeholders across departments to deliver consistent and high-quality outcomes
- Identify areas for process improvement and contribute to enhancing operational efficiency
Support & Operations Specialist
Amazon
2025.07 - 2026.02
- Managed high volumes of operational cases, ensuring accurate documentation and timely completion
- Coordinated activities across multiple systems and teams to ensure smooth workflow
- Analysed recurring issues and contributed to process improvements
- Maintained detailed records to support reporting and operational oversight
- Worked collaboratively with internal teams to resolve issues and improve service delivery
Complaints & Escalations Specialist
BT
2023.12 - 2025.06
- Managed and prioritised a portfolio of complex cases within strict deadlines
- Coordinated with technical and operational teams to ensure timely resolution of issues
- Produced clear written communications and case summaries to support decision-making
- Identified trends and contributed to improvements in processes and service delivery
- Ensured all work met quality standards and regulatory requirements
User Support & Case Worker
Department for Education
2023.10 - 2023.11
- Supported case handling within a government environment, ensuring compliance with processes and standards
- Maintained accurate records and ensured all data was up to date and audit-ready
- Communicated clearly with users and internal teams to resolve queries efficiently.
Financial Crime Investigator
Monzo Bank
2022.10 - 2023.07
- Conducted detailed reviews of customer accounts and transactions, ensuring compliance with internal policies
- Maintained accurate case records to support governance, audit, and regulatory requirements
- Escalated high-risk cases appropriately, ensuring effective decision-making processes
- Worked with multiple stakeholders to resolve cases efficiently and accurately.
Customer Operations & Compliance Support
Goodlord / HSBC
2021.05 - 2022.09
- Supported operational processes within a regulated financial services environment
- Maintained accurate documentation and ensured adherence to compliance procedures
- Acted as a point of contact for queries, supporting smooth operational delivery
- Escalated issues and supported resolution through collaboration with internal teams.
Education
MSc - Safety, Health and Environment
University of Salford
Manchester06.2015
BSc - Accounting
Bells University of Technology
07.2011
Skills
- Governance & Operational Support
- Stakeholder Management & Communication
- Diary & Activity Coordination
- Document & Record Management
- Meeting Coordination & Minute Taking
- Process Improvement & Workflow Optimisation
- Risk Awareness & Compliance
- Data Accuracy & Quality Assurance
- Microsoft Office (Excel, Word, PowerPoint, Outlook)
- Case & Workflow Management Systems
Additional information
- Strong interest in governance, operational delivery, and organisational effectiveness
- Experienced in working within structured, process-driven environments
- Highly organised, proactive, and able to manage multiple priorities effectively
- Committed to delivering high-quality work and continuous improvement
References
References available upon request.
Timeline
Senior Complaints Handler
Interactive Investor
2026.03 - 2026.04
Support & Operations Specialist
Amazon
2025.07 - 2026.02
Complaints & Escalations Specialist
BT
2023.12 - 2025.06
User Support & Case Worker
Department for Education
2023.10 - 2023.11
Financial Crime Investigator
Monzo Bank
2022.10 - 2023.07
Customer Operations & Compliance Support
Goodlord / HSBC
2021.05 - 2022.09
MSc - Safety, Health and Environment
University of Salford
BSc - Accounting
Bells University of Technology