Open to opportunities

Sanaa Bououkhers Primorac

@sanaaprimo

I lead incident and customer retention operations, aligning SLAs and audits for international fintech and banking services

Germany

Message

What I'm looking for

I want to lead incident/service and customer retention operations for international fintech or banking teams—owning SLAs, audits (ISAE 3402), CAB changes, and continuous improvement while partnering with sales, legal, and external providers.

I’m an incident and service management leader focused on B2B fintech and banking operations. In my current role at Sopra Banking Software (Sopra Steria Group), I work with international banks to ensure agreements respect SLAs, provide pre/post production Go-live support, and deliver statistical reporting to senior management and corporate clients.

I also own and continuously improve the incident management process (ITIL, EU, and local German standards). As Incident Management Process Owner / ISAE 3402 report controls’ executor and audit point of contact, I coordinate CAB change approvals, run stakeholder training, and act as the central interface across clients, internal teams, and external 3rd-party suppliers.

Before that, I led customer retention and international sales at Creditinfo (Creditinfo Group Iceland), helping financial institutions and companies reduce credit risk through creditworthiness, due diligence, and reporting. Earlier leadership roles across customer support, content moderation, and call center operations strengthened my ability to manage multinational teams, translate market needs into process improvements, and drive measurable performance through KPIs and quality controls.

Experience

Work history, roles, and key accomplishments

Current

Incident & Service Mgmt Lead

Current

Sopra Banking Software

Jul 2017 - Present (8 years 10 months)

Led incident and service management for international banks’ B2B FinTech services, ensuring client SLAs were met and coordinating pre/post go-live support. Served as Incident Management process owner/ISAE 3402 controls point of contact for audits and optimized the process using ITIL and continuous improvement standards, also coordinating CAB change approvals and stakeholder training.

Incident Management ITIL Change Advisory Board (CAB)IT Service Management (ITSM)Contract Negotiation Stakeholder Management

Head of Customer Retention

Creditinfo Ltd

Nov 2014 - Jun 2017 (2 years 7 months)

Headed customer retention and international sales for credit checking and background screening solutions, providing due diligence and creditworthiness/credit-rating services to banks and other sectors. Managed existing-client portfolios, worked cross-functionally with Data/Sales/Fraud teams, drove upselling and marketing campaigns, and reported performance/statistics to the CEO.

Customer Retention International Sales Credit Risk Management Due Diligence Credit Worthiness Sales Reporting Upselling

Account Manager

Creditinfo Ltd

Jan 2012 - Nov 2014 (2 years 10 months)

Managed retention portfolios for existing clients and upsold Creditinfo products and services across Malta and abroad. Delivered credit and financial reports (court information, creditworthiness/credit rating), supported debt and cash-flow outcomes, and produced statistical reporting for Sales leadership and the CEO.

Account Management Upselling Credit Reports Credit Worthiness Due Diligence

Customer Support Team Leader

Continental Gaming

Nov 2010 - Dec 2011 (1 year 1 month)

Led a multinational customer support team for an online casino, handling B2C support by email, calls, and chats across 5 products and coordinating with fraud/online payments. Managed VIP player support (up to 500k deposits per year), delivered staffing training and appraisals, and reported daily chargebacks/feedback/payments while contributing to French-market marketing promotions and template cre

Customer Support Leadership B2C Support Chargebacks Fraud Collaboration Multilingual Customer Service Marketing & Promotions

Customer Support Manager

Cryptologic iGaming Software

Jul 2010 - Oct 2010 (3 months)

Provided B2C customer support for casino/poker players via email, calls, and chats, troubleshooting payments and software/account issues and handling chargebacks and promotions. Supported team capability by delivering offsite training in Cyprus (Nicosia) and participating in creation/translation of support templates while coordinating daily with fraud/online payment departments.

Customer Support B2C Support Chargebacks Training Delivery Customer Communications

Content Moderation Team Lead

Besedo Ltd

Aug 2008 - Jul 2010 (1 year 11 months)

Managed B2B content moderation operations by operating the leBonCoin.fr backoffice for the French market and ensuring high-quality outcomes for consumers. Led team planning and performance reporting, supported recruitment and 1-2-1 appraisals, and collaborated with the fraud team to implement new rules and policies while maximizing profitability and service quality.

Content Moderation Team Leadership Fraud Collaboration Quality Assurance Back Office Policy Implementation performance reporting

Call Center Team Supervisor

France Telecom

Oct 2003 - Jun 2008 (4 years 8 months)

Supervised 24/7 call center operations, managing supervisors and up to 80 employees and overseeing day-to-day performance to exceed targets and SLAs. Supported nationwide rollout of the 118 information services (including 118218), planned resources for 400+ agents, monitored inflow vs media and SLA using CRM systems, and achieved strong customer experience metrics (NPS/CSAT) with real-time quality

Call Center Management Workforce Management CRM Systems Quality Monitoring (Call Recordings)Escalation Management Telecommunications Operations Resource Planning

Customer Service Supervisor

Bouygues Telecom

May 2003 - Oct 2003 (5 months)

Supervised agents and ensured inbound call traffic met SLAs while supporting difficult customer requests across B2C and B2B scenarios. Maintained and updated Yellow/White Pages databases, reported system failures/anomalies, and supported weekly agent follow-ups to drive target achievement.

Customer Service Leadership SLA Management Call Center Operations B2C Support

Education

Degrees, certifications, and relevant coursework

Institut Spécialisé de Gestion et d’Informatique

Diploma in International Trade, International Trade

2001 - 2003

Completed a technician diploma specialized in international trade, covering sales engineering, accounting, and import-export (customs and logistics) regulations and techniques.

Faculté des Sciences Juridiques Économiques et Sociales

Master of Economy (1st year), Economics

2000 - 2001

Completed the 1st year of a Master of Economy program, studying economics, accounting, statistics, management, and introductory business and law topics.