Queen Onuh-Godswill

PROJECTS & PLACEMENTS

One of the UK’s largest housing and property groups (a leading social enterprise) that develops, manages and regenerates homes and communities across the UK.

• Participated in toolbox talks and risk assessments; strengthened understanding of site safety culture and compliance.
• Shadowed quality control / snagging processes; documented issues and tracked through to resolution.
• Assisted with material deliveries and inventory checks, improving visibility of resource availability and dependencies.
• Applied Agile time-boxing and prioritisation to daily task planning in a multi-stakeholder environment.

A major Nigerian financial institution providing retail and corporate banking services across multiple channels.

• Led process improvement initiatives that reduced transaction processing time by ~15% and strengthened customer service SLAs.
• Gathered and documented business requirements for product and process enhancements; partnered with IT to deliver compliant, customer-focused solutions.
• Produced data-driven reports and dashboards (SQL, Excel) to inform management decisions and track KPIs.
• Acted as a bridge between business and technical teams, clarifying scope, priorities, and acceptance criteria.
• Mentored junior colleagues and supported knowledge transfer on BA artefacts and operational controls.

Branch operations within a regulated banking environment, serving 40,000+ customer accounts with strong focus on compliance and controls.

• Conducted operational analysis of workflows; recommended improvements that increased efficiency and service quality.
• Coordinated requirement workshops and UAT for system upgrades; aligned outcomes with business needs.
• Ensured regulatory compliance and operational risk controls (KYC/AML, audit) across high-volume operations.
• Produced and analysed performance data to optimise resource allocation and staff planning.

Customer operations and CRM support for a high-volume retail banking environment.

• Analysed service processes and implemented changes that improved customer satisfaction scores.
• Coordinated CRM enhancements to strengthen data quality and relationship management.
• Collected and synthesised customer feedback into actionable insights for service improvement.

Rotational programme across operations and customer functions within a leading Nigerian bank (before merger).

• Prepared analytical reports and presentations for leadership; supported operational reviews and project delivery tasks.
• Generated insights using CRM/analytics tools to inform customer engagement strategies.
• Shadowed senior managers on operational reviews, building exposure to governance and change.