Yazan Haddad
Summary
Customer-focused banking professional with over 10 years of experience in financial services, specialising in card operations, contact centre support, and customer relationship management. Proven ability to resolve inquiries efficiently, support digital banking needs, and ensure compliance with regulatory standards. Passionate about delivering exceptional service across phone and digital channels in fast-paced, customer-centric environments.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Convenience Store Supervisor
Wynyard Mart
02.2025 - Current
- - Managed retail staff and resolved customer queries, maintaining store operations and customer service
Business Development Manager
Ramelie Packaging Machinery
04.2020 - 12.2024
- - While outside the banking field, this role enhanced client relationship and communication skills
- - Conducted client meetings, maintained customer satisfaction, and led a small team
Cards Relationship Officer – Payments & E-Channels
Barwa Bank
07.2012 - 12.2019
- - Handled end-to-end debit and credit card issuance and PIN generation via multiple banking channels
- - Delivered frontline and back-office support for card disputes, fees, and service issues
- - Collaborated with contact centre, branches, and operations to ensure seamless customer onboarding
- - Maintained strict compliance with banking regulations and fraud prevention protocols
- - Trained junior staff on card systems and customer handling procedures
Card Service Agent
International Bank of Qatar (IBQ)
12.2009 - 07.2012
- - Provided direct customer support for card-related inquiries and issues
- - Managed issuance, reconciliation, and delivery of cards and PINs securely
- - Generated management reports and maintained accurate customer documentation
- - Supported corporate clients including WPS and Qatar Airways with card logistics
Contact Centre Agent
IBQ
04.2007 - 12.2009
- - Responded to inbound customer calls with professionalism and empathy
- - Resolved issues, promoted products, and provided follow-ups via digital systems
- - Maintained call records and followed up with cross-functional teams for resolution
Education
Bachelor of Arts - English Literature
Al-Mustansiriyyah University
Skills
- - Contact Centre Operations
- - Customer Relationship Management (CRM)
- - Debit & Credit Card Operations (PRIME, HPS PowerCard)
- - Transaction Processing & Dispute Handling
- - Fraud Prevention & AML Compliance
- - Microsoft Office & Banking Systems
- - Multi-channel Customer Support (Phone, Email, Digital)
- - Team Collaboration & Professional Communication
Certification
- - Anti-Money Laundering (AML): 2007–2018
- - Financial Crime Awareness & Fraud Prevention: Barwa Bank & IBQ
- - Customer Service & Communication Skills (IBQ)
- - Visa & MasterCard Operations Training
- - ICDL Computer Certification
Languages
Arabic: Native
English: Excellent (Speaking, Reading, Writing)
Timeline
Convenience Store Supervisor
Wynyard Mart
02.2025 - Current
Business Development Manager
Ramelie Packaging Machinery
04.2020 - 12.2024
Cards Relationship Officer – Payments & E-Channels
Barwa Bank
07.2012 - 12.2019
Card Service Agent
International Bank of Qatar (IBQ)
12.2009 - 07.2012
Contact Centre Agent
IBQ
04.2007 - 12.2009
Bachelor of Arts - English Literature
Al-Mustansiriyyah University
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