Sadiya Sultana
Bangalore
Summary
Results-driven professional specialising in client relationship management and customer retention within banking and credit card operations. Expertise in KYC & AML compliance, risk detection, and transaction dispute resolution. Strong background in CRM, regulatory compliance, and management of service level agreements. Advanced skills in MS Excel and Word enhance operational efficiency and support effective complaint resolution.
Overview
1
1
Certification
7
7
years of professional experience
Work History
Operations Associate - Compliance and Operations
Bread Financial
Bangalore, Karnataka
09.2021 - 12.2025
- Managed end-to-end email-based support for high-value US credit card portfolios, delivered resolutions that balanced efficiency with a superior customer experience (CX)
- Resolved complex customer complaints and escalations by applying root-cause analysis, directly improved retention rates and customer satisfaction scores
- Consistently met or exceeded strict SLA, turnaround time (TAT), quality assurance, and productivity targets within a high-volume financial services environment
- Handled account inquiries, billing discrepancies, and unauthorized charges while ensuring compliance with federal banking regulations and internal policies
- Maintained absolute data confidentiality and adhered to stringent security protocols when handling sensitive financial and personally identifiable information.
- Investigated complex transaction disputes and billing discrepancies, analysed merchant data and account history to ensure fair and accurate resolutions
- Executed specialized financial transactions such as chargebacks, refunds, and account adjustments to maintain operational efficiency.
- Swiftly mitigated financial risk by compiling evidence and escalating high-risk cases to specialized Fraud and Risk Management units
- Maintained CRM records and audit trails to ensure transparency and accountability throughout customer case lifecycles
- Collaborated with cross-functional teams, including risk, legal, and operational units, to streamline case resolutions and drive continuous process improvements
Associate - Operations
AXA Business Services
Bangalore, Karnataka
02.2019 - 04.2020
- Managed day-to-day insurance operations, ensuring accuracy, quality, and customer service aligned with organisational standards
- Processed policy issuance, account validation, provider onboarding, and customer requests within defined SLA/ TAT standards
- Ensured accuracy and compliance by conducting data verification and transaction reviews
- Ensured regulatory and internal compliance by verifying KYC, policy, and financial documentation
- Identified documentation discrepancies and enhanced operational risk and compliance controls through thorough analysis
- Recognised with Rising Star Award for outstanding performance.
Education
B.Com. -
Indian Academy
Bangalore01-2018
Skills
- Client Relationship Management
- Customer Retention
- Complaint Resolution
- Banking & Credit Card Operations
- KYC & AML Compliance
- Risk & Fraud Detection
- Transaction Dispute Resolution
- CRM & Case Management
- Regulatory Compliance
- SLA & TAT Management
- Cross-functional Collaboration
- MS Excel
- Word
Certification
- Certified Anti-Money Laundering Professional (CAMP), Dridhon, 2024
- Diploma in Computerised Accounting, Computer Academy, 2019
Hobbies and interests
- Badminton
- Travelling
- Zumba
- Swimming
Timeline
Operations Associate - Compliance and Operations
Bread Financial
09.2021 - 12.2025
Associate - Operations
AXA Business Services
02.2019 - 04.2020
B.Com. -
Indian Academy