Skills

  • Administration
  • Banking
  • Customer service
  • Sales
  • Supply Chain

Experience

Cecilia Gathoni

Work experience
  • OPERATIONS SUPERVISOR AND CUSTOMER SERVICE SUPPORT at   FLOCASH LTD
  • Ensure the smooth running of the operations department
  • (Ensure that accounts are monitored, transactions processed, refunds and voids processed within
  • the SLA)
  • Ensure that the team is fully trained on operations procedures and procedure documents are up
  • to date
  • Ensure that all the emails received on the ticket portal are acknowledged, responded, escalated,
  • resolved within the SLA
  • Ensure client issues are resolved or escalated to relevant department
  • KYC new merchant onboarding documents
  • Assign day to day tasks to the operations team members.
  • Ensure that the deployment document for new merchants and partners are saved in their
  • correct folders.
  • Ensure new sales leads are escalated to the sales department

Cecilia Gathoni

Work experience
  • Contact potential and existing customers on the new Internet/Mobile banking platform
  • Train customers on how to use online banking.
  • Cross-selling of banks products.
  • Encourage customers to use online banking.
  • Customer issue resolution.
  • Responding to calls and emails from clients.

Cecilia Gathoni

Work experience
  • April, 2014 - September, 2019
  • Fulltime
  • Processing customer deposits, withdrawals, and payments.
  • Collecting cheques from customers.
  • Swiping outward cheques as set procedures.
  • Following bank procedures when performing transactions.
  • Responsible for issuing client cards and statements.
  • Responsible for client retention by providing timely, courteous and efficient quality service to
  • clients
  • Selling banks products and services to both existing and new clients
  • Encourage the existing clients to use new introduced products/services
  • Account opening and pre-requirements process.
  • Review all information and documentation ensuring compliance with local regulation.
  • Update KYC forms and client profiles according to policy requirements.

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