Francis Muendo Kamba

Francis Muendo Kamba Freelancer and Operations Specialist --linkedin.com/in/francis-kamba/ Nairobi, Kenya SUMMARY Versatile and focused professional with 5 years of experience delivering high-quality support in virtual assistance, data entry, customer support, finance operations, and content writing. With a strong background in the banking sector and digital platforms, I bring a unique mix of technical precision, excellent communication, and a client-first mindset. I am proficient with tools such as Oracle ERP, Finacle, Excel, Power BI, and digital communication tools, making me an ideal candidate for both operational and remote support roles. I am committed to operational efficiency, honesty, integrity, and service excellence. ​ CORE COMPETENCIES ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ Virtual Assistance & Remote Support Data Entry & Data Cleansing Customer Support (Live Chat, Email, Inbound/Outbound) Website Usability Testing & Online Research Editing, Proofreading & Content Writing Finance Operations & Transaction Processing ERP Systems (Oracle, Finacle) MS Excel, Power BI & Google Workspace Audit Support & Compliance (CBK, IFRS, AML/KYC) EXPERIENCE Virtual Assistant | Freelance Remote — 2023 – Present ●​ ●​ ●​ ●​ Managed calendar, email, and data entry tasks for small businesses and entrepreneurs. Performed website usability testing and online research to enhance user experience and product discovery. Provided high-quality editing and proofreading for blog posts, newsletters, and client reports Performed customer support roles in engaging customers online Relationship Officer – Customer Dispute Handling & Branch Support Equity Bank Kenya 10/2021 - 10/2024- Contract ●​ Handled high-volume customer interactions involving transactions, disputes, and inquiries via in-person and ●​ ●​ ●​ ●​ remote channels. Accurately documented client instructions, including card disputes, RTGS issues, and transaction reversals while maintaining compliance. Resolved customer complaints with professionalism and speed, escalating complex cases to appropriate departments. Supported M-Pesa super-agent dispute processing, reconciled error transactions, and coordinated resolution timelines. Trained new staff on proper customer dispute intake procedures and documentation practices. 1 Marketing Officer(Customer Engagement & Digital Onboarding) Equity Bank Kenya 05/2020- 10/2021- Contract ●​ Conducted financial literacy programs to educate clients on banking products and services. ●​ Increased digital loan usage by 30% in Q1 2021, working closely with the digital and marketing teams to promote instant loan products. ●​ Increased customer adoption of the “Pay with Equity” bank digital product resulted in 489 new client sign-ups. ●​ Verified and processed new client applications for digital banking services, ensuring compliance with CBK and international regulatory frameworks. ●​ Strengthened relationships with merchants, Equity Bank Agents, corporate clients, and financial partners, enhancing their onboarding experience. ●​ Supported customer onboarding via live chat, email, and direct engagement, resolving queries and guiding users through account setup. ●​ Customer Support & Dispute Resolution: Assisted clients with account management, complaint handling, and dispute resolution to improve customer experience. Data Clerk. Equity Bank Kenya-EGF 02/2020 - 05/2020-contract ●​ Assisted in the verification and approval of client applications for financial services and scholarship programs(Wings to Fly program) ●​ Streamlined client onboarding documentation processes, reducing errors and improving efficiency Teaching Assistant(Administrative & Customer Support) Emmanuel Training College 09/2016 - 12/2016 ●​ Assisted in student registration, document verification, and record management, ensuring proper enrollment compliance. ●​ Provided administrative support, including scheduling and handling student and parent inquiries. EDUCATION 2017 - 2021 Bachelor of Arts in Economics and Sociology University of Nairobi Bachelor Degree Second Class Honors, Upper Division 2012 - 2015 Kitondo Boys High School Kenya Certificate of Secondary Education (KCSE) Grade: B CERTIFICATES 2 05/2024 - 07/2024 Foundations of Banking and Credit Moody’s Company 05/2024 - 07/2024 Elevating the Customer Experience Moody’s Company Achieved Distinction 03/2024 - 04/2024 Certificate in IA Career Essentials ALX Africa 02/2024 - 04/2024 Leadership & Advanced Problem Solving McKinsey Academy 04/2023 - 08/2023 04/2016-07/2016 Certificate in Cybersecurity Essentials and Threat Management Cisco Networking Academy Certificate in Computer Studies Emmanuel Computer Training College RECOMMENDATIONS Operations Manager. Name: Beatrice M Njue Relationship: Former supervisor Phone number: (- Email:-Rafiki Bank , Nairobi Branch Growth and Development Manager. Name: Lewis M. Masila Relationship: Former manager Phone number: (- Email:-Equity Bank, Wote Branch Credit Admin Name: Dennis Kyalo Relationship: Colleague Phone number: (- Email-Equity Bank, Email Branch 3