Sanaa Bououkhers Primorac

Customer Operations & Service Management Leader with 20+ years of experience across banking, FinTech,

telecom, & digital platforms. Proven ability to scale teams & processes, bring structure to complex environments, & consistently exceed customer expectations.

Recognized for resilience, customer-centric approach & delivering high-performance operations across diverse products & markets, with strong expertise in SLA management, ITIL frameworks, audit compliance (ISO 9001, ISO 27001, ISAE 3402), & stakeholder collaboration.

Professional Realignment & Career Transition

Rundstedt Transfer Gmbh

April 2017 to Present

• Focus on advancing technical skills in Data Analytics
• Strategic career coaching & Continuous Education: Potential participation in advanced certification programs (i.e.: ITIL, Cloud Fundamentals..) to align with current market demands.

Incident & Service Management Team Leader

Sopra Financial Technology Munich

(Part of Sopra Steria Group)

July 2017 to March 2026

• Managed delivery of B2B FinTech services for international banking clients (across Europe, North

Africa & the Middle East), including banking software, mobile applications & digital platforms

• Led & developed Client Relationship Management team, overseeing onboarding, training

& performance

• Led pre- & post-production support (Go-Live) activities by ensuring smooth deployment

& operational stability

• Built & scaled a company-wide Incident Management process from the ground up, ensuring full compliance with ISO 27001 & ISAE 3402, achieving 100% audit success (0 deviations) adoption beyond tenure time
• Acted as Incident Management Process Owner & ensured yearly audit compliance (ISAE 3402)

& served as the primary point of contact for audits

• Delivered Incident/Problem Management training to stakeholders, improved process adoption

& operational efficiency

• Optimized Incident/Problem Management processes using ITIL frameworks & continuous improvement standards (EU/Germany)
• Participated in Change Advisory Board (CAB), coordinated production changes across clients

& internal teams

• Ensured SLA compliance across client contracts by maintaining high service performance

& minimizing the risk of penalties

• Implemented & delivered KPI-driven performance reports to senior management & clients
• Negotiated vendor contracts & SLAs with third-party providers to align with client requirements

& optimize costs

• Delivered high-level customer support & KPI reporting, including executive-level client meetings (daily to quarterly)
• Designed & implemented ITIL-based business processes supporting client maintenance agree-ments

& service delivery

• Reviewed & aligned client agreements across departments, ensuring delivery quality, timelines

& service standards

• Established structured client communication frameworks, including regular reviews, follow-ups

& incident reporting

• Collaborated cross-functionally with sales, legal, operations & third-party providers to ensure seamless service delivery
• Ensured long-term sustainability by embedding local & EU Fintech-compliant processes across teams by securing continued adoption post-departure.

Head of Customer Retention Management & International Sales

Creditinfo Ltd Malta

(Part of Creditinfo Group Iceland)

January 2012 to June 2017

• Led client retention & international sales strategy across banking, telecom, & government sectors
• Managed & expanded B2B/B2C client portfolio, driving €8M+ revenue through upselling

& cross-border solutions

• Developed international data partnerships, enabling cross-country sales & new business opportu-nities
• Delivered executive-level reporting (KPIs, performance, campaigns) directly to the CEO
• Collaborated with sales, data & fraud teams to optimize product usage & reduce client risk expo-sure
• Ensured compliance with data protection, financial regulations & client agreements
• Supported clients (from sole traders to Government entities) in risk reduction, debt recovery & cash flow optimization
• Achieved top performer ranking consistently throughout tenure
• Got promoted from the initially offered role as an Account Manager to Head of Department

Customer Support Team Leader

Continental Gaming Malta

November 2010 to December 2011.

• Managed multilingual customer support team in high-volume iGaming environment
• Handled VIP client segment (high-value players), ensuring retention & service quality
• Improved team performance through training, coaching & KPI tracking
• Collaborated with fraud & payments teams to resolve complex customer issues
• Day-to-day Office Management for the local branch in Malta
• Delivered performance reports to senior management
• Contributed to 95%+ VIP retention rate

French/English Customer Support Manager

Cryptologic IGaming Software Malta

Jul 2010 – Oct 2010.

• Delivered customer support for online gaming platforms (casino/poker)
• Trained support teams & contributed to process & template improvements
• Collaborated with fraud & payments teams to ensure secure transactions

Content Moderators Team Leader

Besedo Ltd – Malta

Aug 2008 - Jul 2010

• Led content moderation operations for a major classified platform (leboncoin.fr)
• Managed team performance, quality control & fraud prevention processes
• Collaborated with fraud teams to enforce compliance with EU regulations &IP laws
• Supported recruitment, training & performance management
• Scaled team from ~20 to 150 employees

French Call Center Manager

France Telecom/ Phone Group

Oct 2003 - Jun 2008

• Managed large-scale call center operations (up to 80+ employees)
• Led team supervisors & agents, improving service quality & performance metrics
• Contributed to the launch of a well-known nationwide telecom service (118218)
• Took care of establishing business processes & participated in the obtention of ISO 9001
• Implemented customer satisfaction & performance tracking frameworks (NPS, CSAT, SLA)
• Supported international expansion & process standardization across locations (France/Morocco)
• Got promoted from the initially offered role as a Call Center Supervisor to Head of Department
• Scaled team from ~50 to 450 employees

French Customer Service Supervisor

Bouygues Telecom France

May - Oct 2003

• Participated in a nationwide project linked to the Yellow & White Pages Database’s automation of the Mobile Phone Operator by working with France Telecom's assistance & reporting system failures

& anomalies to relevant teams

• Responsible for the day-to-day management of the agents to reach the targets set by the company
• Participated in the weekly follow-ups of the Agents
• Took inbound calls occasionally to understand the Customer needs (B2C & B2B)
• Assisted the agents in dealing with difficult Customer requests
• Ensured the Normal Traffic of the Volume of incoming Calls & its SLA.

EDUCATION AND TRAININGS

• German Language Course
• Various Compliance/AML Courses
• Data Protection Law in Malta & EU Courses
• Debt Recovery Trainings
• MLRO Duties & Responsibilities
• Prevention of Money Laundering & Funding of Terrorism Regulations (“PMLFTR”) Course
• KYC & Credit Scoring Course
• Team Management Advanced training
• Accounting Course
• Advanced Sales Course (Selling Skills

Empowerment)

• ITIL 4 (in IT Service Management) Course
• Introduction to AI Course
• Other various professional trainings linked to the domain of work (CRM tools, ticketing tools, payments sys-tems, Telephone systems, data analysis tools, SQL, workforce mgmt. software.)
• Familiarity with various tools (Jira, Confluence, Google Analytics, Citrix, HipChat, Slack, Salesforce, Sage, OCR tools, HubSpot, Genesys, Teams, RiskSeal, Fico, Experian..)

Data Analyst Professional Certificate

Google/Coursera

02/2026 – 08/2026 (expected)

• Course in progress – Expected completion 08/2026
• Key modules: SQL, Python (Pandas/NumPy), Data Visualization (Tableau/Power BI),

Data Analysis Techniques, R Programming..

Graduated Technician Specialized in International Trade (Diploma)

Institut Spécialisé de Gestion et d’Informatique

September 2001 to July 2003

• Sales engineering (Live sale & selling by Telephone Techniques)
• Accounting
• Import-Export, Customs regulations/Techniques
• Logistics & Transit worldwide’s applicable laws
• Various Internships in different Companies Abroad during the 2nd Year (Import-Export-Transport).

Transport (Sea, Air…), International Transit.

• Advanced Microsoft Office training, use of the Internet in businesses & Communication techniques
• International marketing & market research
• International trade laws, business contractual agreements

Faculté des Sciences Juridiques Économiques et Sociales

1st Year Master of Economy

October 2000 to June 2001

• Fields of Study:

Introduction to Economics Microeconomics, Accounting, Descriptive Statistics Mathematical Analysis, Management, Financial Mathematics Management, Monetary & Financial Economics, Economic & social problems Analytical accounting Basic marketing Sampling & estimation, Introduction to the study of law, Business law, Public finance & Financial analysis, IT Management

Bachelor in Applied Sciences

September 1997 to June 2000

• Fields of Study:

Mathematics, physics & sciences