Mashrur Hafiz
Halifax,Canada
Summary
Sustainability and research professional with experience in climate adaptation, environmental governance, and evidence-based policy analysis. Strong in turning verified data into clear written assessments, supported by structured data management and quality checks in Excel. Known for accurate delivery under tight timelines, sound judgement, discretion, and collaborative work across reviewers and stakeholders.
Overview
2
2
years of professional experience
Work History
Customer Service & Retention Agent
BlueOcean Contact Centers
02.2025 - 09.2025
- Managed 40+ cases per shift across phone and email, maintained accurate Salesforce records, and retained 30%+ of cancellation requests through structured needs assessment and clear next steps.
- Triaged and resolved account access and product issues, escalating complex cases and documenting root causes and outcomes to support quality and consistency.
- Collaborated with teammates and coaches in Slack, Microsoft Teams, and SharePoint for case resolution, daily reporting, and process updates while following branded service protocols.
Research Coordinator
University of Waterloo
05.2024 - 08.2024
- Authored three climate adaptation policy briefs (Maldives, Fiji, Mauritius) using verified evidence from peer reviewed and institutional sources, translating findings into clear policy implications and recommendations.
- Built a searchable evidence database in Excel and Zotero, extracting key metrics, tagging sources, and maintaining version control to support consistent and transparent analysis.
- Managed drafting, editing, and peer review cycles across time zones, integrating feedback and delivering publication ready briefs on schedule.
Customer Service Representative
Asha IT Solutions
12.2023 - 04.2024
- Delivered Tier 2 support via Khoros across Facebook, X, and Instagram, writing clear public responses and escalating complex cases to internal teams.
- Resolved 100+ inquiries weekly through phone, chat, and email, assisting with account access, product navigation, and tax form interpretation, maintaining an 80% satisfaction rate during peak tax season.
- Logged all cases in Salesforce and collaborated with Slack and Microsoft teams to resolve issues quickly while delivering consistent, empathetic support in a high-pressure environment.
Research Assistant and Team Lead
Cooperation for Resource Efficiency
12.2020 - 04.2021
- Led a six-member field team for a multi-site environmental valuation project, coordinating logistics, budgeting, scheduling, and stakeholder access in Cox's Bazar and Bandarban.
- Oversaw data quality and ethical field practice through daily briefings and debriefs, task allocation, and spot checks while supporting team well-being in the field.
- Digitized 2,000+ survey entries into Excel for randomized selection and conducted 100+ in-depth interviews, applying active listening, cross-cultural communication, and meticulous data recording to support project reporting.
Research Technician
North South University
11.2018 - 12.2019
- Contributed to a marine biodiversity study on Mobula spp. in the Bay of Bengal, analyzing species status and socio-economic drivers of overfishing.
- Conducted 100+ interviews and facilitated focus groups across coastal communities, ensuring accurate note taking, trust building, and respectful engagement.
- Collected 200+ morphometric records from landed devil rays, including measurements and tissue samples, and supported fisher training on species release and biodiversity conservation.
Education
Master of Development Practice (MDP) - Environment Sustainability
University of Waterloo
Waterloo12-2024
Bachelor of Science - Environmental Sciences and Management
North South University
Dhaka, Bangladesh05-2022
Skills
- ESG and sustainability research
- Policy writing
- Data analysis
- Cross-functional collaboration
- Attention to detail
- Time management
- Documentation skills
- Trend tracking
- Policy interpretation
- Remote communication
- Analytical thinking
- Climate risk analysis
- Regulatory scanning
- Quantitative and qualitative analysis
- Excel data management
- Written recommendations
- Stakeholder consultation
- Project coordination
- Microsoft Excel, Word, PowerPoint, Outlook, and Teams
- Zotero and Tableau
- ArcGIS and SPSS
- RStudio and SharePoint
- Salesforce and Slack
- Qualtrics and Khoros
Publications And Conference Presentations
- Islands at the Brink: Country Brief, Maldives, RECOVER working paper series (lead author)
- Islands at the Brink: Country Brief, Fiji, RECOVER working paper series (lead author)
- Islands at the Brink: Country Brief, Mauritius, RECOVER working paper series (lead author)
- Fishing and trade of devil rays (Mobula spp.) in the Bay of Bengal, Bangladesh: insights from fishers' knowledge (co-author)
- Harmonizing nature-based solutions and technological innovations for sustainable urban water management in Asian coastal cities (co-author), presented at the international conference on sustainable development (ICSD)
- Islands at the Brink: climate realities in Small Island Developing States (SIDS) (lead author), Blog and knowledge mobilization
- Unraveling the global flow of single-use plastic packaging (lead author), presented at the University of Tokyo and University of Dhaka joint conference
Timeline
Customer Service & Retention Agent
BlueOcean Contact Centers
02.2025 - 09.2025
Research Coordinator
University of Waterloo
05.2024 - 08.2024
Customer Service Representative
Asha IT Solutions
12.2023 - 04.2024
Research Assistant and Team Lead
Cooperation for Resource Efficiency
12.2020 - 04.2021
Research Technician
North South University
11.2018 - 12.2019
Master of Development Practice (MDP) - Environment Sustainability
University of Waterloo
Bachelor of Science - Environmental Sciences and Management
North South University