Bryan Mahadeea
Flic en Flac
Summary
Multilingual customer and technical support specialist with 10+ years of experience delivering high-quality assistance across SaaS platforms, mobile apps, and fintech environments. Proven expertise in issue resolution, automation, documentation, and cross-functional collaboration. Passionate about blockchain and digital currencies, with hands-on knowledge of crypto platforms. Adept at supporting users in English, French, and Italian, with a user-first mindset and strong operational discipline.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
FLiiP
06.2024 - Current
- Delivered multilingual support (EN/FR/IT) to studio and gym owners using FLiiP's SaaS tools
- Resolved technical issues involving billing, scheduling, and app integrations
- Built internal automations using HubSpot to optimize ticket workflows
- Created detailed internal FAQs and collaborated closely with developers on bug resolution
- Participated in AI optimization discussions for proactive support
Customer Support Operations Specialist (Tier 3, Contract)
Duolingo English Test
12.2020 - 12.2024
- Handled escalated cases and fraud reviews with objective analysis and clear communication
- Mentored new contractors and ensured quality in internal comms
- Executed recurring operational and quality assurance tasks
Technical Support Agent
Outlook Microsoft for Mobile
12.2016 - 02.2021
- Provided support for Outlook mobile app across Android/iOS
- Reported bugs to engineering and worked with QA for testing
- Handled escalations and coached team members on technical workflows
Customer Service Agent (French & Italian)
5CA
05.2015 - 12.2016
- Supported Jabra customers (orders, refunds, replacements)
- Developed and maintained localized knowledge base content
Skills
- Zendesk
- HubSpot
- Jira
- Helpshift
- Notion
- Slack
- Microsoft Teams
- Google Workspace
- Stripe
- Paysafe
- Bambora
- Kraken
- Binance
- Coinbase
- Windows
- MacOS
- Linux basics
- Ticket Automation
- CRM Workflows
Certification
- Certified Cryptocurrency Expert - Blockchain Council
- Google Cybersecurity Professional Certificate
- Google Project Management Certificate
- IBM Technical Support Fundamentals
- CompTIA A+, Network+, Security+
- GED
Languages
English
Bilingual or Proficient (C2)
French
Bilingual or Proficient (C2)
Italian
Bilingual or Proficient (C2)
Spanish
Elementary (A2)
Timeline
Customer Support Specialist
FLiiP
06.2024 - Current
Customer Support Operations Specialist (Tier 3, Contract)
Duolingo English Test
12.2020 - 12.2024
Technical Support Agent
Outlook Microsoft for Mobile
12.2016 - 02.2021
Customer Service Agent (French & Italian)
5CA
05.2015 - 12.2016
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