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Wassila Sakhri, Customer Support & Banking Operations Specialist

Wassila Sakhri

Customer Support & Banking Operations Specialist·HSBC,

United Arab Emirates

Bachelor's degree, Finance

Work experience

Total years of experience: 16 years, 11 months

Customer Support & Banking Operations Specialist

January 2022 - January 2026

HSBC,

Krakow, Poland

January 2022 - January 2026

Managed 80-100 corporate onboarding and mandate cases per month for
HSBC Paris, providing end-to-end customer support to French and international
clients while ensuring AML/KYC compliance and collaborating with global teams
to manage inquiries, follow-ups, and case resolution.
Reviewed corporate and legal documentation (IDs, Kbis, articles of association,
mandates) to identify legal representatives and ownership structures and
ensure regulatory accuracy.
Facilitated process optimization and automation, reducing processing time by
20% and improving operational efficiency in a shared service center
environment.
Company industry:
Banking

Finance & Admin Coordinator

July 2019 - January 2026

Maire Tecnimont,

Algiers, Algeria

July 2019 - January 2026

Streamlined financial reporting via SAP-enabled workflows, reducing reporting
errors by 15%.
Reconciled 50+ vendor invoices monthly, resolving discrepancies and ensuring
accurate records.
Optimized Algeria-HQ workflow, presenting findings at Milan training and
cutting processing time by 20%.
Enhanced budget tracking by developing Excel forecasting tools integrated with
SAP, improving forecast accuracy.
Company industry:
Oil & Gas
Job role:
Accounting and Auditing

Client Onboarding and Banking Operations Specialist

January 2022 - May 2024

HSBC - Poland

Krakow, Poland

January 2022 - May 2024

• Managed and executed legal and banking power delegation requests, ensuring adherence to signatory protocols.
• Processed over 200 documentation requests monthly, achieving 100% compliance with regulatory standards.
• Offered support to employees and departments, effectively resolving queries related to customer documentation and activities.
• Completed and updated data requirements across timesheets, systems, and databases, ensuring accuracy and efficiency.
• Developed strong problem-solving skills and a customer-centric approach, enhancing overall service delivery.
• Demonstrated attention to detail and organizational skills, critical for roles in customer support and data entry.
• Adapted to various roles, showcasing versatility and a commitment to continuous improvement in customer relations.
Company industry:
Banking
Job role:
Banking

Sales Trainer

November 2021 - January 2022

TELEPERFORMANCE POLSKA,

Warsaw, Poland

November 2021 - January 2022

• Delivered comprehensive training sessions for newly hired project employees, ensuring they grasped essential skills and knowledge.
• Developed engaging training materials that enhanced learning and retention.
• Facilitated interactive workshops that improved team collaboration and communication.
• Assessed employee progress through feedback and evaluations, fostering a culture of continuous improvement.
• Utilized effective training techniques to boost employee confidence and performance.
• Contributed to a seamless onboarding process, reducing time to productivity for new hires.
• Cultivated a supportive learning environment that encouraged questions and knowledge sharing.
Company industry:
Call Centers & Customer Care Outsourcing

Sales Trainer

November 2021 - January 2022

TELEPERFORMANCE,

Warsaw, Poland

November 2021 - January 2022

Trained teams on CRM tools, customer service standards, and operational
readiness.
Company industry:
Call Centers & Customer Care Outsourcing

Junior Finance and Administration Coordinator

July 2019 - July 2021

TECNIMONT SPA

Algiers, Algeria

July 2019 - July 2021

• Supported the Head of Department in administrative and financial tasks, ensuring smooth daily operations.
• Generated comprehensive monthly reports on cash flow, bank transactions, and expenses, utilizing SAP for efficient data management.
• Cultivated and maintained strong relationships with banking institutions and public administration, enhancing collaboration and service delivery.
• Developed skills in customer support and data entry, focusing on accuracy and attention to detail.
• Demonstrated adaptability and a proactive approach in various roles, including virtual assistance and relationship management.
• Leveraged communication skills to provide exceptional service and support in diverse environments.
Company industry:
Oil & Gas

Junior Account Manager - Corporate

October 2018 - January 2019

SOCIETE GENERALE

Algiers, Algeria

October 2018 - January 2019

• Provided exceptional customer support by addressing client inquiries and coordinating with service departments for timely resolutions.
• Enhanced client satisfaction through effective communication and problem-solving skills.
• Identified and promoted business opportunities, contributing to increased utilization and revenue growth.
• Supported Relationship Managers by streamlining processes and fostering strong client relationships.
• Demonstrated adaptability and proficiency in various roles, including data entry, virtual assistance, and translation services.
• Utilized strong organizational skills to manage multiple tasks efficiently in a fast-paced environment.
• Committed to delivering high-quality service and maintaining client engagement across diverse channels.
Company industry:
Banking
Job role:
Banking

Corporate Client Relationship Officer

October 2018 - January 2019

SOCIETE GENERALE,

Algiers, Algeria

October 2018 - January 2019

Onboarded 50+ corporate clients/month, ensuring KYC compliance and
facilitating access to corporate loans, trade finance, treasury, and investment
products.
Developed relationships with 50+ clients/month, offering tailored financial
solutions and addressing client inquiries.
Drove 20% portfolio growth by promoting corporate loans/credit facilities, trade
finance solutions, treasury, cash management, and investment products.
Company industry:
Banking

Senior Customer Advisor

December 2016 - February 2018

GULF BANK ALGERIA

Algiers, Algeria

December 2016 - February 2018

• Successfully onboarded new customers, fostering strong and lasting client relationships.
• Conducted thorough reviews and analyses of customer documentation to ensure adherence to KYC regulations and internal policies.
• Proactively identified and implemented solutions to address diverse client needs while promoting relevant products and services.
• Consistently achieved top sales performance in credit cards and loans, surpassing targets by 30%.
• Leveraged strong communication skills to provide exceptional customer support and enhance client satisfaction.
• Demonstrated adaptability in various roles, including data entry, virtual assistance, and relationship management.
• Utilized attention to detail and organizational skills to manage multiple tasks efficiently in a fast-paced environment.
Company industry:
Banking

Senior Customer Advisor

December 2016 - January 2018

GULF BANK

Algiers, Algeria

December 2016 - January 2018

Drove 30% sales growth via cross-selling financial products, leveraging digital
solutions and client education.
Managed 300+ client portfolios, providing financial advice on investments and
retirement planning while ensuring compliance.
Processed 20 mortgages/month, handling documentation, risk assessment, and
compliance in collaboration with the compliance team.
Awarded Top Performer for exceptional client satisfaction and exceeding sales
targets.
Company industry:
Banking

Senior Credit Analyst

September 2011 - December 2016

GULF BANK ALGERIA,

Algiers, Algeria

September 2011 - December 2016

• Evaluated personal loan applications, ensuring accuracy and compliance to enhance customer satisfaction.
• Developed comprehensive analysis and reports on credit risk, contributing to informed decision-making for the risk and audit committee.
• Conducted thorough data analysis to verify information, effectively identifying and mitigating potential fraud risks.
• Leveraged strong analytical skills to support customer inquiries and resolve issues promptly, fostering positive customer relationships.
• Utilized attention to detail in data entry tasks, ensuring high-quality and accurate information management.
• Adapted communication skills for various roles, including virtual assistance and customer support, to meet diverse client needs.
Company industry:
Banking

Credit Analyst → Senior Credit Analyst – Personal Loans

September 2011 - December 2016

GULF BANK,

Algiers, Algeria

September 2011 - December 2016

Processed 50-70 loan applications monthly, ensuring compliance and mitigating
risk.
Maintained 95% accuracy in loan processing, enhancing customer satisfaction
and regulatory adherence.
Represented the bank at real estate fairs, generating +40 leads through cross
selling.
Company industry:
Banking

Customer Service Representative

March 2008 - September 2011

Bnp Paribas

Algiers, Algeria

March 2008 - September 2011

• Processed a variety of financial transactions, including deposits, withdrawals, and portfolio management, with a focus on precision and compliance.
• Enhanced customer satisfaction by delivering exceptional service and support, fostering strong relationships with clients.
• Promoted and effectively communicated banking products, contributing to a significant increase in sales and customer engagement.
• Leveraged strong attention to detail in data entry tasks, ensuring accuracy and efficiency in all operations.
• Demonstrated adaptability and proficiency in a fast-paced environment, ready to transition into roles such as Customer Support Agent, Virtual Assistant, and Remote Banking Specialist.
• Utilized excellent communication skills to assist clients and resolve inquiries, ensuring a positive customer experience.
Company industry:
Banking

Customer Service Representative / Administrative Technician – Control Unit

March 2008 - September 2011

BNP PARIBAS,

Algiers, Algeria

March 2008 - September 2011

Maintained 100% cash accuracy and strengthened operational controls.
Recovered all client les in 3 months (target: 6 months).
Selected for new Control Unit to monitor back-o ce operations (wire transfers,
international trade)
Company industry:
Banking
Job role:
Banking

Education

University of Algiers 3

June 2007

June 2007

Bachelor's degree, Finance

Algeria

Skills

Retail Banking
Expert
Retail Banking
Expert
Arabic
Expert
Arabic
Expert
conversational French
Expert
conversational French
Expert
Data Entry
Expert
Data Entry
Expert
Customer Care
Expert
Customer Care
Expert
CUSTOMER SERVICE
Expert
CUSTOMER SERVICE
Expert
OPERATIONS
Expert
OPERATIONS
Expert
KNOW YOUR CUSTOMER
Expert
KNOW YOUR CUSTOMER
Expert
INVESTMENT MANAGEMENT
Intermediate
INVESTMENT MANAGEMENT
Intermediate
BANKING SERVICES
Intermediate
BANKING SERVICES
Intermediate
GOAL ORIENTED
Intermediate
GOAL ORIENTED
Intermediate
MANAGEMENT
Intermediate
MANAGEMENT
Intermediate
RETAIL BANKING
Expert
RETAIL BANKING
Expert
SAP
Expert
SAP
Expert
MICROSOFT Office
Expert
MICROSOFT Office
Expert
CRM
Expert
CRM
Expert
CDD
Expert
CDD
Expert
CASH HANDLING
Expert
CASH HANDLING
Expert
KYB
Intermediate
KYB
Intermediate
KYC
Expert
KYC
Expert
EDD
Expert
EDD
Expert
AUTOMATION
Intermediate
AUTOMATION
Intermediate
COVERED CALL
Intermediate
COVERED CALL
Intermediate
CUSTOMER COMPLAINT RESOLUTION
Intermediate
CUSTOMER COMPLAINT RESOLUTION
Intermediate
EMAIL MANAGEMENT
Intermediate
EMAIL MANAGEMENT
Intermediate
ESCALATION MANAGEMENT
Intermediate
ESCALATION MANAGEMENT
Intermediate
KPI REPORTING
Intermediate
KPI REPORTING
Intermediate
PROCESS IMPROVEMENT
Intermediate
PROCESS IMPROVEMENT
Intermediate
ROOT CAUSE ANALYSIS
Intermediate
ROOT CAUSE ANALYSIS
Intermediate
SERVICE LEVEL MANAGEMENT
Intermediate
SERVICE LEVEL MANAGEMENT
Intermediate

Languages

Arabic
Native Speaker
English
Expert
French
Native Speaker
Polish
Beginner

Training and Certifications

Certifications
Certification in Anti-Money Laundering (AML)
Problem-Solving Techniques Project Management
Teamwork Foundations Project Management Foundations
The ABCs of the Banking and Insurance Business: AML, KYC, the NAIC, IFRS, and More
Digital Banking Fundamentals
Time Management Fundamentals Project Management Foundations
Foundation in AML and KYC
Anti-money laundering
Banking Institute - Algeria
Dec 2011
Training
Financial Modelling in Decision Making & Business Planing
ALISON
Apr 2025
Inbound Sales
HubSpot
Oct 2025
Service Hub Software"
HubSpot
Mar 2025
Resilient Leadership
HARVARD UNIVERSITY
Dec 2024
Know Your Customer & Customer Due Diligence
ALISON