MAHADY HASAN

Customer Operations & Success Professional

Beijing, CN.

About

Highly skilled multilingual professional with expertise in cross-border customer operations, fintech support, and e-commerce logistics. Leveraging a strong background in electrical engineering and advanced Chinese language proficiency, I excel at resolving complex issues, streamlining compliance workflows (KYC/AML), and enhancing user experience across diverse international platforms. My proven ability to consistently exceed KPIs and drive positive customer feedback positions me to deliver exceptional value in dynamic global environments.

Work

Shopify

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Customer Operations Executive

Remote, N/A, N/A

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Summary

Led customer operations for a Shopify e-commerce merchant, delivering bilingual support and optimizing international order processes to enhance customer satisfaction.

Highlights

Provided comprehensive Chinese-English bilingual customer support for a Shopify e-commerce merchant, managing high-volume queues and consistently meeting target response-time KPIs.

Monitored product quality and managed inventory levels, ensuring consistent product availability and seamless operations for international e-commerce.

Applied expertise in cross-border import, export, and customs duty regulations to facilitate international orders, ensuring compliance and efficiency.

Proactively tracked shipments and communicated delivery updates to customers, significantly minimizing shipment delay complaints and enhancing customer satisfaction.

Resolved complex order, shipping, and post-purchase customer experience issues, contributing to over 92% positive customer feedback across support channels.

Redotpay

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Customer Success Associate

Beijing, China, China

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Summary

Delivered bilingual customer success support for stablecoin-backed payment cards, ensuring compliance and resolving complex fintech issues to enhance user experience.

Highlights

Delivered Chinese-English bilingual customer success support via Zendesk for stablecoin-backed virtual and physical Visa cross-border payment cards, consistently meeting response-time KPIs.

Executed comprehensive user onboarding, KYC, and AML checks, processing hundreds of user verifications and streamlining communication workflows to validate wallet and transaction activities.

Diagnosed and resolved complex issues related to stablecoin conversion, withdrawals, card limits, and cross-border settlement, maintaining high customer satisfaction and reducing escalations.

Collaborated cross-functionally with product and compliance teams to resolve intricate platform matters and enhance overall user experience by providing actionable insights.

Paytend

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Customer Service Executive

Beijing, N/A, N/A

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Summary

Provided multilingual customer support for Mastercard-linked fintech services, guiding users through compliance workflows and resolving payment-related inquiries.

Highlights

Provided Chinese-English multilingual customer support via Intercom, live chat, and email for Mastercard-linked fintech services, consistently meeting high-volume support KPIs.

Resolved a wide range of Euro recharge and transaction-related inquiries for services regulated by the Bank of Lithuania, contributing to a >92% positive customer feedback rate.

Successfully guided hundreds of customers through mandatory KYC verification workflows, ensuring AML compliance and enabling valid card transactions and payment card access.

Investigated and troubleshooted complex account, card, and payment-related issues, delivering timely and practical resolutions that enhanced end-user satisfaction and operational efficiency.

Education

Beijing Jiaotong University

Beijing, China, China
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Bachelor of Engineering (BEng) Electrical Engineering

Jiangsu Vocational College of Agriculture and Forestry

Zhenjiang, Jiangsu, China, China
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Associate's Degree Mechanical and Electrical Integration Technology

Awards

Best International Student Award

N/A

Recognized for outstanding academic achievement and contributions as an international student.

Languages

Bangla

English

Chinese

Urdu

Hindi

Arabic

Certificates

HSK Level 5 Certificate

Confucius Institute

Skills

Bilingual Communication

Multilingual Support, Cross-cultural Communication, Customer Service, Customer Success.

Proactive Communication

Customer Engagement, Issue Prevention, Stakeholder Updates.

Problem Resolution

Troubleshooting, Conflict Resolution, Issue Tracking, Root Cause Analysis.

Adaptability

Flexibility, Change Management, Dynamic Environments.

Multitasking

Prioritization, Time Management, Concurrent Task Management.

Team Collaboration

Cross-functional Teams, Teamwork, Interdepartmental Communication.

Intercom Experience

Intercom Platform, Customer Messaging, Live Chat Support.

AML Protocols

Anti-Money Laundering, Financial Compliance, Regulatory Adherence.

Zendesk Proficiency

Zendesk Support, Ticketing Systems, Customer Relationship Management.

KYC Compliance

Know Your Customer, Identity Verification, Onboarding Processes.

Interests

Fintech Industry Trends

Global Fintech, Cross-border E-commerce, Logistics Industry.

Multicultural Engagement

Community Engagement, Cross-cultural Exchange.

Foreign Language Learning

Language Acquisition, Linguistic Diversity.

Business & Compliance Case Studies

Regulatory Compliance, Business Analysis, Industry Best Practices.

International Halal Cuisine

Cooking, Culinary Arts, Cultural Cuisine.