Jirde Khalif

Customer-focused support professional with hands-on experience assisting eDahab wallet users, troubleshooting service issues, documenting interactions, following up on unresolved cases, and escalating technical problems while keeping customers informed. Reliable and detail-oriented support professional with experience in digital financial-service support and customer issue resolution. Comfortable communicating with customers through written channels, explaining steps clearly, documenting cases accurately, and working through problems until resolution.

Strong at staying calm, organized, and professional while handling sensitive customer information. Quick to learn new systems and able to work independently in a remote environment.

Customer & Technical Support - eDahab Wallet at Dahabshiil International Bank (2023 – 2024)

• Supported eDahab wallet customers with account, transaction, access, and service-related inquiries, providing clear and professional guidance.
• Troubleshot common customer issues by gathering relevant information, identifying likely causes, and guiding users through practical resolution steps.
• Documented customer interactions and issue details accurately to support follow-up, continuity, and service quality.
• Escalated more complex technical or account issues to the appropriate internal team and kept customers informed about next steps and status.
• Followed up on unresolved cases to help ensure issues were addressed and customers did not have to repeatedly explain the same problem.
• Handled customer information with care and followed internal procedures when dealing with sensitive account and transaction details.
• Worked across digital systems and communication channels while maintaining accuracy, responsiveness, and a calm service-oriented tone.

master's degree in statistics and data analytics