Sadeq Talaq
Sitra,Bahrain
Summary
Senior credit card operations specialist with expertise in card issuance, dispute resolution, and customer experience management. Demonstrated success in leading teams, optimizing processes, and managing technology initiatives while ensuring compliance with banking regulations. Skilled in collaborating with stakeholders to deliver customer-centric solutions that drive business growth and enhance service quality.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work history
Senior Credit Cards Operation
Bahrain Credit
2023.09 - Current
- Handling the suppliers and outsources invoices and expense.
- Evaluate credit card applications and make a high-quality underwriting decision based on the company policy.
- Perform a monthly data optimization check to improve the portfolio databases quality.
- Respond to cardholder inquiries/complaints via client experience system and other channels in a timely and high-quality manner.
- Monitor operational risk and report incidents to risk management.
- Validates issued card limit and increases or decreases card limit based on customer requests.
- Manage and supervise the card production environment, physical and inventory, issuance, renewal cycles, and logistics.
- Managed and processed credit card dispute and chargeback cases.
- Monitored dispute cases progress, maintained accurate records, and provided timely update to customers.
Senior Contact Center Operations
Bahrain Credit
2019.03 - 2023.09
- Supervision of the day-to-day activities and services performed at the Contact Center Operation.
- Maintain customer satisfaction and quality of the service all the time
- Training, coaching, and leading call center representatives.
- Managed and supervised a team of 15 agents that were responsible for answering customer calls.
- Submit regular reports to management and seek new ideas strategies to improve performance at the center.
- Preparing the monthly department reports for top management.
Credit Card Contact Center agent
Bahrain Credit
2015.11 - 2019.03
- Handle inbound calls from credit card holders.
- Assist cardholders with account queries, billing issues and payments.
- Monitoring card transactions and ensure to limit the fraud transactions.
Education
Bachelor of Commerce - Cost and works accounting
Pune University
India, Pune 2011.07 - 2014.04
Skills
- Calm under pressure
- Problem-solving
- Leadership
- Communication skills
Languages
English
Fluent
Arabic
Fluent
Certification
- Project Management - Fundamentals, BIBF 2023
- ILM LEVEL 3 LEADERSHIP AND MANAGEMENT, ILM 2019
Timeline
Senior Credit Cards Operation
Bahrain Credit
2023.09 - Current
Senior Contact Center Operations
Bahrain Credit
2019.03 - 2023.09
Credit Card Contact Center agent
Bahrain Credit
2015.11 - 2019.03
Bachelor of Commerce - Cost and works accounting
Pune University
2011.07 - 2014.04