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Cecilia Gathoni

@ceciliagathoni

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I coordinate operations, executive support, compliance, and customer service across financial services.

Kenya

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What I'm looking for

I'm looking for a role where I can coordinate operations or executive support, manage workflows and stakeholder communication, and contribute to accurate, compliant service delivery.

I've supported operations, compliance, and customer service across Surfin Money Remittance, Flocash, I&M Bank Kenya, and Stanbic Bank Kenya. My work spans transaction processing, client relationships, KYC/AML compliance, reporting, and issue resolution.

At Flocash, I managed day-to-day workflows, onboarding verification, operational inboxes, settlement files, and escalations while coordinating customers, partners, and internal teams. I also trained team members and updated procedures to improve service quality and efficiency.

I'm Athena-trained in executive assistance, including calendar optimization, inbox filtering and drafting, and international travel logistics. I bring more than eight years of experience supporting accurate, compliant operations remotely and on-site.

Experience

Work history, roles, and key accomplishments

Business Development Officer

Surfin Money Remittance Ltd

Jun 2025 - Jan 2026 (7 months)

Managed client relationships and supported service delivery throughout the transaction lifecycle. Coordinated with operations and compliance teams to resolve customer issues and ensure timely execution.

Customer Relationship Management Service Delivery Operations Coordination Compliance AML KYC Reporting Data Integrity Due Diligence

Teller

Surfin Money Remittance Ltd

Feb 2025 - May 2025 (3 months)

Processed domestic and international money transfers across multiple platforms. Verified customer documentation and payments to ensure accuracy and regulatory compliance.

Money Transfers Documentation Verification Regulatory Compliance Transaction Processing Customer Service Reconciliations Reporting

Operations Supervisor and Customer Service Support

Flocash Ltd

Apr 2021 - Nov 2023 (2 years 7 months)

Managed day-to-day operational workflows, ensuring timely processing and service delivery. Acted as a central coordination point between customers, partners, and internal teams.

Operations Management Customer Service Issue Resolution Escalation Management KYC Verification Data Accuracy Inbox Management team training Process Improvement

Transactional Banking Officer

I&M Bank Kenya Ltd

May 2020 - Mar 2021 (10 months)

Supported customers through digital banking onboarding and service activation. Resolved customer issues via phone and email, ensuring service continuity.

Digital Banking Customer Service Issue Resolution Coordination Records Management

Teller and Customer Service Officer

Stanbic Bank Kenya Ltd

Apr 2015 - Sep 2019 (4 years 5 months)

Delivered frontline customer service while handling high-value transactions accurately. Managed customer instructions, service requests, and issue resolution.

Customer Service Transaction Processing Compliance Communication Skills Issue Resolution

Procurement Officer

Kwale International Sugar Company Ltd

Jun 2013 - Mar 2015 (1 year 9 months)

Coordinated procurement cycles and supplier deliveries to ensure uninterrupted operations. Tracked inventory and procurement data to support planning and reporting.

Procurement Supplier Management inventory tracking Reporting Coordination