Yvonne Ede
Manchester,Greater Manchester
Summary
Customer Operations & Digital Product professional with 5+ years’ experience across fintech, banking, and digital environments. Skilled in managing complex customer journeys, resolving high-volume complaints, and improving service processes within fast-paced, regulated settings. Brings a strong blend of operational excellence and product thinking, with experience across customer support, banking operations, and digital product delivery. Adept at analysing customer issues, identifying process gaps, and contributing to service improvements that enhance overall user experience and efficiency.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work history
Customer Operations Expert (Complaints) - Monzo
Teleperformance UK
Manchester
2025.11 - Current
- Lead end-to-end resolution of complex customer complaints involving disputed transactions, suspected fraud, and account activity within a high-volume fintech environment.
- Conduct detailed case investigations by analysing transaction data, account behaviour, and customer interactions to ensure fair and evidence-based outcomes.
- Draft high-quality Final Response Letters (FRLs) and maintain comprehensive case documentation for escalations and external review.
- Collaborate with Legal, Quality Assurance, and operational leadership teams to identify recurring issues and support continuous service improvement.
- Operate within FCA complaint handling frameworks, ensuring adherence to regulatory standards and internal governance procedures.
Warehouse Operative (Returns Department)
Jobandtalent (for JD Sports)
Rochdale
2025.10 - 2025.11
- Processed returned goods by inspecting, sorting, and preparing items in line with operational and quality standards.
- Maintained accuracy and efficiency in a fast-paced warehouse environment handling high-volume workflows.
- Followed strict health and safety procedures, including manual handling and warehouse compliance standards.
- Worked collaboratively within a team to meet daily operational targets and ensure smooth workflow execution.
Warehouse Operator (Quality Control)
Glinwell Marketing Limited – St Albans, UK
Luston, Herefordshire
2025.03 - 2025.06
- Performed quality control checks on fresh produce to ensure compliance with safety, hygiene, and quality standards.
- Identified and removed substandard products to maintain consistent output quality.
- Supported operational efficiency by maintaining a clean, organised, and safety-compliant workspace.
- Contributed to team performance in a high-pressure, time-sensitive production environment.
Product manager
TM30 Global
Lagos, Nigeria
2023.01 - 2024.02
- Led end-to-end product development lifecycle, including discovery, planning, execution, and delivery of digital products.
- Managed key stakeholders across engineering, design, and business teams to ensure alignment on product vision, priorities, and delivery timelines.
- Translated business requirements and user insights into actionable product specifications and roadmaps.
- Monitored product performance using user feedback and data insights to drive continuous improvements and feature enhancements.
- Delivered product improvements that contributed to a 15% increase in user retention through enhanced user experience and functionality.
- Increased brand visibility by collaborating with the marketing team to implement innovative marketing campaigns.
- Presented at industry conferences and raised the company profile within the sector.
Associate product manager
Hostville
Lagos, Nigeria
2022.02 - 2022.08
- Owned assigned product areas, driving feature development from ideation through to delivery in collaboration with engineering and design teams.
- Managed stakeholder communication between technical and business teams to ensure clarity, alignment, and timely execution of product initiatives.
- Led requirements gathering and product documentation to support effective development and delivery.
- Analysed user behaviour and feedback to identify product gaps and inform prioritisation decisions.
- Contributed to product improvements that enhanced usability, engagement, and overall user experience.
Customer Experience Personnel
Sterling Bank Plc
Lagos, Nigeria
2021.01 - 2022.02
- Resolved customer queries and complaints across in-person and telephone channels with professionalism and empathy.
- Delivered onboarding and training sessions for new staff on customer experience standards.
- Collaborated with internal teams to improve service delivery and customer touchpoints.
- Maintained a customer-first approach in a fast-paced banking environment.
- Applied positive customer service approach to increase satisfaction levels.
Credit officer
AB Microfinance Bank
Lagos, Nigeria
2019.07 - 2020.11
- Managed loan applications for SME clients from initiation through to disbursement and repayment.
- Explained credit terms clearly to improve client understanding and decision-making.
- Built strong client relationships, contributing to high satisfaction and retention.
- Assessed creditworthiness in line with internal policies and procedures.
- Coordinated with sales team to achieve common business objectives.
- Maintained accurate documentation for accountability and future reference.
- Reviewed and updated credit applications, ensuring accuracy at all times.
- Identified potential risks, ensuring secure lending practices.
- Resolved issues promptly, avoiding unnecessary delays in loan processing.
- Managed portfolio of loans to maintain profitability and reduce loss exposure.
- Improved company's overall financial health by monitoring and updating credit policies.
- Reduced risk by assessing the creditworthiness of potential clients.
- Educated clients on loan products available to facilitate decision-making, describing complex terms in easy-to-understand language.
- Analysed customer history and financial reports to assess risk and creditworthiness.
Education
Master of Business Administration - Management Consultancy
University of Hertfordshire
Hatfield 2024.01 - 2025.01
Bachelor of Science - Biochemistry
Madonna University
Nigeria 2011.10 - 2015.05
Skills
- Customer Operations: Complaints Resolution High-Volume Case Management Escalation Handling
- Digital Product Ownership & Delivery: Roadmaps Feature Development Product Lifecycle Management
- Stakeholder Management: Cross-Functional Teams Engineering Business & Operations Alignment
- Business Insight & Analysis: Customer Data Interpretation Process Gaps Identification Decision Support
- Customer Experience: Journey Optimisation Service Improvement User Satisfaction
- Quality & Performance Monitoring: KPI Tracking Root Cause Analysis (RCA) Service Improvement Insights
- End-to-End Case & Service Management: Case Ownership Investigation to Resolution Customer Outcome Delivery
- Communication: Final Response Letters (FRL) Reporting Conflict Resolution
Timeline
Customer Operations Expert (Complaints) - Monzo
Teleperformance UK
2025.11 - Current
Warehouse Operative (Returns Department)
Jobandtalent (for JD Sports)
2025.10 - 2025.11
Warehouse Operator (Quality Control)
Glinwell Marketing Limited – St Albans, UK
2025.03 - 2025.06
Master of Business Administration - Management Consultancy
University of Hertfordshire
2024.01 - 2025.01
Product manager
TM30 Global
2023.01 - 2024.02
Associate product manager
Hostville
2022.02 - 2022.08
Customer Experience Personnel
Sterling Bank Plc
2021.01 - 2022.02
Credit officer
AB Microfinance Bank
2019.07 - 2020.11
Bachelor of Science - Biochemistry
Madonna University
2011.10 - 2015.05