MAHMUD HOSSAIN
Operations & Customer Experience Specialist
Mohammadpur, Dhaka,13
Work Preference
Summary
Strategic and results-oriented Operations Specialist with 9 years of leadership experience in digital service environments, e-commerce, and healthcare coordination. Expert in driving operational excellence through process optimization, leading high-volume service teams (800+ daily interactions), and implementing data-driven CRM strategies. Proven track record of reducing response times by 80% and improving service accuracy through Service Quality Assurance (QA) initiatives. Skilled in leveraging CRM/EHR platforms to achieve 95%+ customer satisfaction rates across multicultural business environments.
Overview
11
11
years of professional experience
4
4
Languages
7
7
Certificates
Work History
Independent Contractor
CENTERLIGHT HEALTHCARE
04.2025 - 08.2025
- Manage high-volume inbound and outbound communications for participants, caregivers, and providers while maintaining strict HIPAA compliance.
- Coordinate complex medical service requests, including transportation and home visits, ensuring timely relay of needs to clinical teams.
- Utilize EHR/CRM systems to accurately record call details and track unresolved issues to ensure resolution.
- Consulted with clients to assess needs and propose optimal solutions.
Senior Operations Manager
HASAN TRADE
07.2024 - 10.2024
- Oversaw daily production, logistics, and inventory management, ensuring workflows aligned with industry safety standards.
- Managed supplier relationships and negotiated contracts to improve cost-efficiency and reliability.
- Led the operations team through performance evaluations and developed operational policies to enhance productivity.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Enhanced customer satisfaction with the implementation of effective communication channels and timely resolution of issues.
- Increased team productivity, providing ongoing training, coaching, and performance feedback to staff members.
- Prepared documents for internal and external audits.
Shadow Consultant
GSL EDUCATION
01.2024 - 05.2024
- Managed international talent acquisition, sourcing and screening candidates for teaching and administrative roles.
- Consulted on market trends, accreditation requirements, and employment law compliance for educational institutions.
- Enhanced communication among team members to foster collaborative and supportive work environment.
- Led cross-functional teams in execution of strategic projects, fostering collaboration and ensuring alignment with corporate goals.
- Negotiated contracts and agreements on behalf of clients, securing favorable terms and conditions.
- Collected, arranged, and input information into database system.
Senior Manager
BYSL GLOBAL TECHNOLOGY GROUP
12.2021 - 02.2022
- Developed standardized marketplace health indicators and data visualization dashboards to monitor sales funnel performance.
- Optimized reconciliation processes, enabling the accounts team to close books more efficiently.
- Implemented and developed operational standards, policies and procedures.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
Senior Manager
JADROO E-COMMERCE LTD.
06.2021 - 11.2021
- Strategically managed warehouse operations and vendor selection programs to ensure product quality and competitive pricing.
- Analyzed industry trends and product assortment to optimize sales and vendor relationships.
Operations & Customer Care Manager
FOODPANDA (DELIVERY HERO)
01.2015 - 08.2018
- Directed Contact Centre Operations, serving as a single point of contact for performance targets regarding speed and quality.
- Utilized Zendesk and Salesforce to implement cost-effective work processes and resolve complex customer issues.
- Developed training modules and monthly evaluation formats for service agents to maintain high service levels.
Education
Bachelor of Arts in English (Hons) - English Literature and Language Teaching
Royal University of Dhaka
Dhaka, Bangladesh01.2017
US Highschool Equivalency Diploma - Business/Commerce
GED Centre Inc.
Dhaka, Bangladesh01.2006
A Levels - Economics
Centre For Business Studies
Dhaka, Bangladesh01.2003
Skills
Operational Management: Process Design (SOPs), Workflow Analysis, & Marketplace Logistics
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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CAREER HIGHLIGHTS
- Efficiency Gains: Streamlined internal workflows, resulting in an 80% reduction in response times and a 95% increase in team productivity.
- Quality Improvement: Directed Service QA programs that improved operational compliance and accuracy by 80%.
- Scalable Growth: Successfully led and mentored a team of 60+ members, fostering consistency and operational excellence during rapid scaling.
- Issue Resolution: Implemented structured escalation workflows that reduced unresolved cases by 90%.
Certification
Data Protection - Basics 2024
Accomplishments
•Led 800+ daily customer and e-commerce interactions across online marketplaces, achieving 95%+ customer satisfaction while maintaining strict SLA compliance.
•Managed end-to-end e-commerce workflows, including order processing, vendor communication, delivery issue resolution, and after-sales support.
•Designed and directed Service QA programs for both customer service and e-commerce operations, improving compliance and service accuracy by up to 80%.
•Optimized e-commerce and service workflows, reducing response and resolution times by 80% and significantly improving operational efficiency.
•Mentored and trained 60+ team members on e-commerce operations, service standards, QA protocols, and escalation handling.
•Developed performance dashboards and marketplace insights, enabling data-driven decisions and driving up to 95% productivity improvement.
•Implemented structured escalation and fulfillment-issue workflows, reducing unresolved cases by 90% and improving resolution reliability.
Languages
English
Bilingual or Proficient (C2)
Bengali
Bilingual or Proficient (C2)
Spanish
Beginner (A1)
Hindi
Beginner (A1)
Interests
Reading
Blogging
Timeline
Independent Contractor
CENTERLIGHT HEALTHCARE
04.2025 - 08.2025
Senior Operations Manager
HASAN TRADE
07.2024 - 10.2024
Prevent awareness course
02-2024
Prevent Channel or Prevent Multi-Agency Panel (PMAP)
02-2024
Prevent referrals course
02-2024
Data Protection - Basics 2024
01-2024
Information Security - Basics 2024
01-2024
Phishing - Basics 2024
01-2024
Shadow Consultant
GSL EDUCATION
01.2024 - 05.2024
Work from Home & Remotely 2023
01-2023
Senior Manager
BYSL GLOBAL TECHNOLOGY GROUP
12.2021 - 02.2022
Senior Manager
JADROO E-COMMERCE LTD.
06.2021 - 11.2021
Operations & Customer Care Manager
FOODPANDA (DELIVERY HERO)
01.2015 - 08.2018
Bachelor of Arts in English (Hons) - English Literature and Language Teaching
Royal University of Dhaka
US Highschool Equivalency Diploma - Business/Commerce
GED Centre Inc.
A Levels - Economics
Centre For Business Studies