Zaina Al Refai
B2B Central Operations Senior Officer
Kuwait
Summary
Confident, assertive and proactive professional, adept at working independently or as a part of a team. Seeking a challenging role that leverages my skills and experience while providing opportunities for continued growth and professional development.
Overview
17
17
years of professional experience
2
2
Languages
Work History
B2B Central Operations Senior Officer
Ahli United Bank
01.2021 - 01.2024
- Handled end-to-end processing of corporate client onboarding requests, ensuring compliance with KYC, AML, and regulatory requirements.
- Processed high-volume and high-value B2B applications including account openings, product setups, and service modifications, ensuring accuracy, compliance, and timely execution in accordance with internal SLAs and regulatory guidelines.
- Identified and minimized operational risks by following internal controls and standard operating procedures.
- Supported process optimization by suggesting improvements and implementing changes to enhance efficiency and accuracy.
- Acted as a key back-office support for internal teams handling corporate client requests and escalations.
- Coordinated with front office, compliance, risk, and IT teams to ensure timely and accurate execution of B2B operations.
Senior Customer Contact Center Inbound Agent
Ahli United Bank
01.2007 - 01.2021
- Handled customer inquiries and requests in line with KPIs, procedures, and bank policies.
- Identified sales opportunities and promoted relevant banking products and services.
- Achieved call center service levels and productivity targets.
- Escalated and tracked inquiries requiring follow-up through Back Office systems.
- Secured accounts by promptly blocking lost/stolen cards and documenting actions taken.
- Managed internet banking services (activation, unlocking, deactivation).
- Provided account and credit card statements as requested.
- Supported profitability by cross-selling products, services, and campaigns.
Education
Bachelor of Business Administration - Business Administration
Arab Open University
Kuwait 02.2025 - 02.2025
Skills
- Analytical thinking
- Creative and innovative
- Communication and networking skills
- Customer service oriented
- Testing new systems
Additional Information
Nationality: Lebanese
D.O.B: 19/8/89
Certificates
- Effective communication with oneself and others in work environment By Afkar - Dec/2022
- Islamic professional banker By Tanmia - Jan/2015
Timeline
Bachelor of Business Administration - Business Administration
Arab Open University
02.2025 - 02.2025
B2B Central Operations Senior Officer
Ahli United Bank
01.2021 - 01.2024
Senior Customer Contact Center Inbound Agent
Ahli United Bank
01.2007 - 01.2021