MAHMUD
Operations & Customer Experience Leader | E-commerce & Marketplace Operations
Overview
$3.96/hr · Full Time (10hr/day)
Education:
BA (Hons) English
Last Active:
Yesterday
Joined:
October 13, 2026
Profile Description
Operations and customer experience leader with 10+ years running e-commerce, marketplace and contact-centre operations. Expert in building QA programs, SOPs and escalation workflows, having led high-volume interactions with 95%+ customer satisfaction.
Skills
Process Design & SOPs
10 years
Marketplace Operations
8 years
Contact Centre Management
10 years
Logistics & Warehouse Management
7 years
Vendor Management
8 years
Salesforce
5 years
Zendesk
5 years
KPI & SLA Tracking
10 years
HIPAA Compliance
1 years
Budgeting & Forecasting
6 years
Experience
Self-employed
INDEPENDENT OPERATIONS & CX CONSULTANT
September 2025 – Present
Analyze sales data and build growth and marketing plans for a medical e-commerce business; deliver project-based SOP development and KPI tracking.
Centerlight Healthcare LLC
CARE COORDINATION SPECIALIST (INDEPENDENT CONTRACTOR)
April 2025 – August 2025
Managed high-volume communication for US PACE healthcare participants under HIPAA compliance; coordinated medical appointments and documented in EHR/CRM.
Hasan Trade
SENIOR OPERATIONS MANAGER
July 2024 – October 2024
Directed daily production, logistics, inventory and supply chain operations; negotiated supplier contracts and managed operations budget.
GSL Education
SHADOW CONSULTANT, EDUCATION RECRUITMENT
January 2024 – May 2024
Sourced and screened candidates for UK schools and colleges; managed client relationships and ensured compliance with UK employment regulations.
BYSL Global Technology Group
SENIOR MANAGER, MARKETPLACE OPERATIONS
December 2021 – February 2022
Built dashboards and marketplace health reports; standardized performance reviews and supported monthly financial reconciliation.
Jadroo e-Commerce Ltd.
SENIOR MANAGER, E-COMMERCE OPERATIONS
June 2021 – November 2021
Tracked KPIs across vendor management and warehouse operations; led end-to-end vendor acquisition and onboarding.
Masco Group (Mascobazar.com)
ASSISTANT MANAGER, DISTRIBUTION & LOGISTICS
September 2020 – May 2021
Managed full order-to-delivery cycle; designed SOPs and process flows for logistics; negotiated with transport companies.
Shohoz Limited
HEAD OF OPERATIONS
September 2018 – September 2019
Led logistics, customer service, and sales teams across multiple regions; designed nationwide SOPs and performance frameworks.
Foodpanda (Delivery Hero)
OPERATIONS MANAGER
December 2017 – August 2018
Led area managers, logistics, and vendor relationships; managed budget forecasting and invoice approval for scaling operations.
Foodpanda (Delivery Hero)
CUSTOMER CARE MANAGER
January 2015 – December 2017
Built customer service function from ground up including training modules and agent SOPs; managed Zendesk and Salesforce interactions.
Getco Online Limited
CUSTOMER CARE & ACTIVATION ASSOCIATE
January 2013 – March 2014
Resolved customer inquiries and complaints and managed activation campaign reporting.
Education
BA (Hons) English
Royal University of Dhaka
- - 2017
Courses
Data Protection – Basics
Not Specified
January 01, 2024
Information Security – Basics
Not Specified
January 01, 2024
Phishing – Basics
Not Specified
January 01, 2024
Work from Home & Remotely
Not Specified
January 01, 2023
Client Reviews
Basic Information
Age
41
Gender
Male
Location
Dhaka, BangladeshResume
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