Bocar Sall

• Demonstrated self-motivation by consistently completing tasks without supervision.
• Adapted to fast-paced environments by maintaining organization and focus.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Manage a rolling portfolio of 450+ delinquent consumer credit accounts valued at $3.2M, maintaining a consistent monthly recovery average of $115,000.
• Negotiate settlement agreements and structured payment arrangements, achieving a 24% increase in first-call resolution for accounts aged 60-90 days past due.
• Worked flexible hours across night, weekend, and holiday shifts.
• Used critical thinking to break down problems, evaluate solutions, and make decisions.

• Boosted customer retention by 15% in 2015
• Managed escalations, ensuring accurate responses and timely follow-up for complex cardholder concerns.
• Led customer issue resolution across credit card servicing channels, improving consistency and turnaround.
• Implemented CRM tools to streamline customer interactions and enhance service efficiency and

• Analyzed customer feedback to identify service gaps and recommend process improvements Process Chargeback ,Pre-Compliance ,Compliance, Pre-Arbitration and Arbitration disputed cases.
• Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
• Continually maintained and improved the company's reputation and positive image in markets served.

• Interpreted live conversations during meetings, interviews, and consultations with clear, neutral communication.
• Interpreted live conversations during meetings, interviews, and consultations, facilitating effective communication among participants.
• Adapted language for audience needs, enhancing understanding while preserving cultural sensitivity and professional accuracy.
• Translated hearing from French ,Arabic ,Hassania, Wolof and Fulani
• Provided translation for hearings in multiple languages, ensuring accurate communication among participants.
• Attended training programs to improve professional knowledge and interpretation skills.

Investigated credit card chargebacks and disputes, ensuring accurate documentation and timely case resolution.

• Reviewed transaction evidence and cardholder claims to determine valid chargeback outcomes.
• Applied card network rules and bank policies to process complex dispute cases consistently.
• Monitored chargeback queues and prioritized urgent items to maintain service standards.
• Ensured compliance with payment regulations, reducing risk in credit card dispute handling.
• Leveraged knowledge of payment processing systems and merchant protocols to foster efficient communication between parties during dispute resolution efforts.
• Reduced instances of fraudulent transactions with thorough investigation and analysis of chargebacks.
• Edited letters in French and English and for internal and external correspondence.