Dawdu Mahama - Amantanah
Boston ,MA
Summary
Dynamic Bitcoin and cryptocurrency specialist with extensive hands-on expertise in on-chain and Lightning Network transaction troubleshooting, wallet recovery, and security best practices. Proven track record of resolving complex issues with over 95% first-contact resolution and achieving an 18% reduction in ticket volume through effective runbook creation and cross-team collaboration across Engineering, Compliance, and Risk. As a Certified Bitcoin Professional (CBP) committee contributor with published works in Bitcoin Magazine and Nasdaq, I demonstrate a strong commitment to advancing industry knowledge. Prepared to provide empathetic and precise frontline support for Fireblocks' institutional clients in the fast-paced DeFi and Web3 landscape, utilizing deep protocol knowledge and quick adaptability to tools like Grafana.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Bitcoin Advanced Support
Block Inc.
REMOTE
09.2025 - 03.2026
- Provided exceptional, human-centered support for Cash App's millions of Bitcoin users through voice, in-app messaging, and email channels utilizing Salesforce.
- Resolved 95%+ of customer inquiries on initial contact to uphold exceptional service standards in a high-volume setting.
- Coordinated efforts with engineering, product compliance, and risk teams to identify, escalate, and resolve edge cases related to sanctions screening and fraud disputes.
- Identified recurring pain points and authored internal run books, reducing bitcoin-related ticket volume by 18% quarter-over-quarter.
- Provided expertise on bitcoin during feature launches, utilizing AI tools like Goose to enhance resolution processes.
Lead Customer Success Associate
Satoshi Money
REMOTE
10.2023 - 11.2024
- Developed and led the curation of AI chatbots for Bitcoin support agents across multiple channels (email, chat, and phone). Resulting in automated resolution of 40%+ of inbound queries and enabling first-contact resolution (FCR) rates of 75-82% for Bitcoin transaction and wallet issues.
- Implemented effective partner management tools, methodologies, and communication strategies at Satoshi, maximizing partner performance and reducing escalation volumes by 25% through streamlined workflows.
- Proactively identified and resolved user issues for Bitcoin on-chain and Lightning Network transactions, reducing average ticket close times by 35-45%. Driving higher CSAT and ensuring high satisfaction across a vast user base of hundreds of thousands.
Lead Digital Content Writer
Bitcoin Billionaire
REMOTE
01.2022 - 04.2024
- Produced factually accurate and SEO-optimized articles, posts, and other written content aimed at an audience of over 17,000 subscribers.
- Increased organic search ranking by 40% and boosted website visits by 100,000 over two years through strategic SEO efforts.
- Wrote and led a team of editors on stories about Bitcoin (BTC) and other digital assets to underserved communities.
- Provided digital resources and support to help individuals navigate the cryptocurrency landscape, with the broader goal of promoting financial empowerment and closing the wealth gap.
Customer Operations Specialist
Crayon
Boston, MA
01.2021 - 03.2022
- Resolved customer inquiries in a timely manner on average 74% faster than the industry standard.
- Collaborated with customer success team to develop best practices on customer support and resolve customer inquiries efficiently.
- Increased customer satisfaction by 8% by streamlining call center processes on delivering positive customer experiences across numerous geographies.
Delivery Support Engineer
Prod Perfect
01.2020 - 04.2021
- Developed and administered global delivery solutions for long-term projects, resulting in a 25% cost savings and speed of deliveries increased by 15%.
- Validated and maintained QA Engineer processes (test suite usage, stability, performance, and coverage) to ensure stability and performance.
- Sold customers software as a service through our process and built customer relationships for them to customize their HTML website needs.
Financial Reporting Specialist
State Street Corporation
01.2016 - 08.2018
- Monitored portfolio of investments and asset management in both foreign and domestic securities and other commodities
- Prepared shareholder documentation reports for Lord Abbot & Co holding $10 million in actively managed client investment portfolios
Education
Bachelor's degree - Business Management and Logistics Operations
Southern New Hampshire University
06-2018
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
Websites
Certification
Certified Bitcoin Professional
Cryptocurrency Certification Consortium (C4) Issued Mar 2023 · Expired Mar 2025 Credential ID e15ee7
Certified Blockchain Expert™
Blockchain Council Issued Jul 2021Issued Jul 2021Credential ID 35385220
PRDV151: Bitcoin for Everybody
Saylor Academy Issued Jun 2021Issued Jun 2021Credential ID 33085246
Timeline
Bitcoin Advanced Support
Block Inc.
09.2025 - 03.2026
Lead Customer Success Associate
Satoshi Money
10.2023 - 11.2024
Lead Digital Content Writer
Bitcoin Billionaire
01.2022 - 04.2024
Customer Operations Specialist
Crayon
01.2021 - 03.2022
Delivery Support Engineer
Prod Perfect
01.2020 - 04.2021
Financial Reporting Specialist
State Street Corporation
01.2016 - 08.2018
Bachelor's degree - Business Management and Logistics Operations
Southern New Hampshire University