Open to opportunities

Faizal Hasan

@faizalhasan

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Results-driven risk management and data analysis professional with 22 years experience.

Malaysia

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What I'm looking for

I seek a role that values collaboration, innovation, and continuous improvement, where I can leverage my expertise to drive compliance and operational excellence.

I am a results-driven senior professional with over 22 years of experience in risk management, data analysis, and quality assurance across diverse industries including finance, hospitality, and social media. My expertise lies in policy enforcement, fraud prevention, and optimizing operational efficiency. I have a proven track record of enhancing compliance and driving business objectives through strategic initiatives.

Throughout my career, I have successfully led teams and projects that focus on improving fraud detection strategies and policy frameworks. Notably, I spearheaded the development of market-specific policy frameworks at ByteDance, significantly increasing compliance across content moderation teams in the APAC region. My commitment to training and mentoring has also resulted in improved performance among junior and senior quality assurance specialists, fostering a culture of continuous improvement.

Experience

Work history, roles, and key accomplishments

Policy Enforcement Specialist

ByteDance

Nov 2023 - Mar 2025 (1 year 4 months)

Provided policy guidance and support to content moderation and QA teams, ensuring accurate policy implementation and consistent adherence across markets. Collaborated with global teams to maintain up-to-date policy documentation and enhance continuous policy improvement.

Content Moderation Quality Assurance Policy Development Data Analysis Microsoft Office

QA Subject Matter Expert (SME)

ByteDance

Feb 2022 - Nov 2023 (1 year 9 months)

Managed final arbitration for disputes, ensuring fair and consistent resolution aligned with company policies, which enhanced overall dispute resolution efficiency and accuracy. Mentored and trained team members, optimizing QA performance and ensuring adherence to high compliance standards.

Quality Assurance Dispute Resolution Mentoring Root Cause Analysis Process Improvement Microsoft Office

Trust & Safety Quality Assurance

ByteDance

Nov 2020 - Feb 2022 (1 year 3 months)

Conducted regular video queue sampling, ensuring compliance with accuracy benchmarks and content moderation standards, leading to improved moderation quality and consistency. Facilitated calibration meetings across QA, policy, and operations teams, ensuring alignment on market-specific policy implementation.

Quality Assurance Content Moderation Root Cause Analysis Training Policy Implementation Microsoft Office

Fraud Prevention & Chargeback Specialist

Agoda.com

Jan 2015 - Jul 2020 (5 years 6 months)

Analyzed payment data to detect and prevent fraudulent activities, successfully reducing chargeback rates and improving fraud detection accuracy. Implemented robust risk controls and fraud detection measures, ensuring strict compliance with financial regulations.

Fraud Prevention Chargebacks Data Analysis Risk Mitigation Payment Gateways SQL PayPal Worldpay

Collections Specialist

Agoda.com

Jan 2013 - Jan 2015 (2 years)

Managed accounts receivables, ensuring timely follow-ups and effective debt resolution for overdue payments, leading to improved cash flow and reduced overdue accounts. Investigated discrepancies and resolved excess payments and customer disputes promptly.

Accounts Receivable Dispute Resolution Process Improvement Reporting Customer Satisfaction Microsoft Office

Customer Experience Specialist – Escalation & On-Demand Support

Agoda.com

May 2011 - Jan 2013 (1 year 8 months)

Handled high-priority customer escalations, resolving complex booking and dispute issues efficiently and professionally. Trained and mentored junior support agents in customer dispute resolution and escalation handling procedures.

Customer Service Escalation Management Dispute Resolution Training Problem Solving Customer Satisfaction Genesys

Front Office Supervisor

Fairlane Hospitality Sdn Bhd

Oct 2009 - May 2011 (1 year 7 months)

Optimized front office operations by managing team schedules and ensuring smooth guest check-in and check-out processes, leading to enhanced operational efficiency and guest satisfaction. Trained and mentored front desk staff, instilling operational best practices that significantly enhanced team performance.

Front Office Practices Team Management Problem Solving Financial Reporting Training Microsoft Office

Customer Service Professional

SRG Asia Pacific Sdn Bhd

Aug 2009 - Oct 2009 (2 months)

Provided excellent customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction. Managed customer feedback and complaints, identifying and escalating issues as necessary to ensure timely resolution.

Customer Service Order Processing Customer Feedback Communication

Front Office Assistant

GoodHope Inn Penang

Jan 2006 - Dec 2008 (2 years 11 months)

Greeted and assisted guests upon arrival, providing a warm and welcoming experience that enhanced overall customer satisfaction. Managed guest check-ins and check-outs efficiently, ensuring accurate records in the hotel management system.

Customer Service Upselling

Clinical Assistant

Pusat Perubatan Homeopathy Kulim

Jan 2003 - Dec 2005 (2 years 11 months)

Assisted in patient assessments and provided support during consultations, ensuring a smooth and comfortable experience for patients. Managed patient records with accuracy and compliance to health regulations, improving record-keeping efficiency.

Patient Care Homeopathic Treatments