Faizal Hasan
@faizalhasan
Results-driven risk management and data analysis professional with 22 years experience.
What I'm looking for
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
Education
Degrees, certifications, and relevant coursework
Institut Perlancongan Dian
Professional Certificate, Tourism
Completed a professional certificate program at Institut Perlancongan Dian in Kuala Lumpur.
Central Airlines Customer Services
Professional Certificate, Customer Services
Obtained a professional certificate from Central Airlines Customer Services.
Sekolah Menengah Teknik Kulim
Sijil Pelajaran Malaysia (SPM), General Studies
Completed Sijil Pelajaran Malaysia (SPM) at Sekolah Menengah Teknik Kulim.
Availability
Location
Authorized to work in
Social media
Job categories
Interested in hiring Faizal?
You can contact Faizal and 90k+ other talented remote workers on Himalayas.
Message FaizalFind your dream job
Sign up now and join over 85,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
