Cecil Florence

Customer support and compliance professional with 10+ years of experience helping customers, managing high-volume account queues, resolving disputes, and documenting cases in financial-services operations. Managed 50–100+ high-value accounts daily and resolved 30+ escalated client disputes weekly. Known for clear communication, active listening, empathy, sound judgment, and accurate records, including a 2025 Top Performer award for zero data-accuracy errors across thousands of applications.

Skilled in CRM data management (HubSpot), issue investigation, case documentation, and escalation handling; brings a reliable, customer-first approach to remote service operations.

KYC & Compliance Specialist - Market SA - Johannesburg

(2022-03)

• Review and process 200–500 customer applications monthly, applying screening requirements and established procedures consistently.
• Assess customer records and transaction cases, investigate risk indicators, document findings clearly, and escalate cases for further review when appropriate.
• Maintain accurate, complete, audit-ready records while handling sensitive customer information with discretion.
• Supported the Diners Club International credit-card registration compliance project, maintaining data integrity across the application dataset.
• Received the 2025 Market SA Top Performer award for zero data-accuracy errors across thousands of applications.

Tier-2 Support & Risk Escalation Lead - Market SA - Johannesburg

(2017-01 - 2021-12)

• Managed 50–100+ high-value customer accounts daily, responding to client needs while maintaining accurate records and service quality.
• Resolved 30+ escalated client disputes weekly by listening to concerns, assessing issues, documenting outcomes, and applying sound judgment.
• Handled complex and sensitive customer matters professionally, balancing customer experience with policy and risk requirements.
• Improved onboarding processes to meet changing confidentiality and data-protection requirements.

Customer Support Specialist - Market SA - Johannesburg

(2013-01 - 2016-12)

• Supported customers with retail account applications, verified KYC documents, and screened customer identities in a high-volume environment.
• Maintained accurate application records, met performance targets, and progressed into specialist support and compliance roles through reliable performance.

Professional Certificate - Business Management - South African Institute of Management (SAIM) (2010)

Advanced Diploma - Business Management - Jeppe College of Commerce and Computer Studies (2010)

National Senior Certificate - Kansenshi Secondary School