JALAL User
@jalaluser
I improve customer retention, onboarding, and dispute resolution across fintech and crypto.
MoroccoWhat I'm looking for
I've supported fintech and crypto customers at Paysera, Bybit, Crypto.com, and Concentrix, improving adoption, retention, and customer trust across complex financial and technical products.
At Paysera, I serve as a primary liaison for financial, banking, and fintech clients, achieving 94% long-term retention and contributing to a 28% increase in feature adoption through transaction analysis and actionable insights. I also resolve escalations 35% faster while maintaining financial-regulation compliance.
At Bybit, I resolved more than 95% of escalated P2P crypto disputes within a 48-hour SLA and helped reduce P2P fraud by 30%. My background also includes live-chat support, KYC onboarding, wallet and transaction guidance, and troubleshooting iOS, macOS, Apple ID, iCloud, and networking issues.
Experience
Work history, roles, and key accomplishments
Financial Operations & Support Specialist
Paysera
Jun 2026 - Present (2 months)
Acted as primary client liaison for financial and fintech clients, driving product adoption and achieving 94% long-term retention. Resolved escalations 35% faster and improved customer satisfaction scores by 22%.
Resolved over 95% of escalated P2P crypto disputes within a 48-hour SLA, reducing resolution time by 30%. Reduced fraud incidents by 30% through proactive monitoring and risk management.
Customer Experience & Trust Specialist
TELUSDIGITAL
Jun 2025 - Nov 2025 (5 months)
Provided live chat support for crypto.com customers, assisting with account setup, KYC verification, and transaction troubleshooting. Escalated complex issues to internal teams to ensure effective resolution.
Guided users through product setup and advanced troubleshooting for iOS and macOS devices. Diagnosed and resolved technical issues related to iOS, macOS, Apple ID, iCloud, and networking.
Education
Degrees, certifications, and relevant coursework
JALAL hasn't added their education
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Availability
Location
MoroccoAuthorized to work in
Job categories
Skills
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