Maha Iddris Acheliba
Accra
Summary
A results-driven Operations and Customer Experience Professional with over 10 years of expertise in optimizing processes, driving customer satisfaction, and leading cross-functional teams. My experience spans Fintech, Telecommunications, and E-commerce, where I’ve successfully managed large-scale projects and forged strategic partnerships that contributed to significant business growth. I excel in process optimization, leveraging technology to enhance customer support, and am passionate about delivering impactful results in every role. My versatility and commitment make me a valuable asset in any operations-focused environment.
Overview
13
13
years of professional experience
Work History
Business Development Manager
International SOS Ghana
Ghana
10.2022 - 10.2023
- Build relationships with key stakeholders to drive business growth
- Conduct market research to identify new business prospects and trends
- Lead proposal creation and negotiate contracts to secure new deals
- Ensure client satisfaction and explore opportunities for service expansion
- Monitor financial performance to achieve sales targets and profitability goals.
Head Acquisitions & Incubation
Jumia Ghana
Accra
09.2021 - 10.2022
- Client Acquisitions & Incubation
- Manage and optimize the lead generation and vendor acquisition process
- Ensuring all acquisition channels are operating flawlessly and producing the maximum output
- Detect the training needs of vendors and create a curriculum to get them started on the Jumia platform
- Create online and offline educational content; organize vendor events
- Manage vendors after go-live to make sure they are engaged properly
- Manage a team of 15+ trainers, vendor acquisition and incubation agents.
Head Business Development Operations
Emergent Payments Ghana Limited
Accra
02.2019 - 09.2021
- Customer Support & Business Development (Enterprise Division)
- Oversaw merchant and partnership acquisition including negotiating contracts to maximize profit
- Managed a service call center made up of 30+ employees ensuring merchant complaint resolution within TAT
- Evaluated customer complaint trends to identify areas of improvement
- Improving internal SLAs to optimize customer experience
- Trained team members on products, services, customer orientation and soft skills
- Managed merchant and partner relationships while driving gross profit margins by 38%
- Spear-headed large-scale developmental projects from inception to completion
- Designed solution and product process flows for 25+ target accounts.
Key Account Manager
Busy Ghana Limited
02.2017 - 01.2019
- Corporate Sales
- Uncovered new sales and partnership opportunities valued at $150K
- Oversaw customer account management, including negotiating contracts and agreements to maximize profit while ensuring that service level agreements are met
- Maintaining and maximizing benefits from relationships with partners and stakeholders
- Developed and oversaw relationships with 20+ clients to ensure their satisfaction and retention
- Led review and renewal of supplier and partnership contracts.
Shop in Shop Operations Manager
Surfline Ghana Ltd
04.2016 - 01.2017
- Managed all 6 shop extension branches in malls; included running of day-to-day operations, stock allocation and management of each outlet, performance management of staff and team leads as well as work schedule management
- Monitored competitor activity to make inputs into products development
- Successfully developed strategies to improve inventory control costs by 17% by reducing damages and stock-outs
- Supervised the management of relationships with key partners and vendors.
Osu Branch Manager
Surfline Ghana Ltd
03.2015 - 03.2016
- Managed day-to-day operations of the branch including but not limited to stock management, customer complaints resolution
- Established monthly goals and coaching for each sales development representative leading to an average yearly improvement in sales of 10%
- Developed a sales incentive program and team building team activities to drive team motivation and performance
- Researched and analyzed customer needs to recommend modifications of products or services to management.
Sales Operations Manager
Surfline Ghana Ltd
06.2013 - 02.2015
- Managed 30+ target customer accounts and portfolio valued at $25K
- Managed a team of 6 sales executives to upsell, cross-sell products to existing customers
- Generated new sales leads and customers to increase company's client base and revenue
- Resolved product or service problems by clarifying customer complaints; diagnosing problem causes; exploring resolution avenues
- Expedited correction or adjustment; following up to ensure resolution of client complaints
- Provided technical support to customer by answering product and service questions.
Customer Support Team Lead
Glo Ghana Ltd
04.2012 - 05.2013
- Led the preparation of work schedules for a staff shift system made up of 60+ employees
- Trained team members on new products, services, soft skills, and customer service
- Coached team members and supervised performance management responsibilities
- Conflict resolution and maintenance of harmony among teammates
- Developed and implemented team strategies resulting in a 7% increase of CSAT scores
- Managed customer base and portfolio of the entire team.
Customer Care Executive
Glo Ghana Ltd
02.2011 - 03.2012
- Prepared product or service reports by collecting and analyzing customer information
- Communicated effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests
- Attracted potential customers by answering product and service questions, suggesting information about other products and services
- Opened 100+ customer accounts and maintained customer records by updating account information.
Head Customer Service & Partnerships (Consulting)
Brassica Pay Limited
Accra
- Providing expertise on competition and market trends in the fintech space
- Reviewing and optimizing customer journey processes
- Structuring internal customer service operations to enhance customer support and response efficiency
- Establishing customer acquisition and retention strategies to boost CSAT scores
- Design and implementation of customer loyalty schemes
- Effective utilization of customer feedback to improve user experience and product value
- Provided primary customer support to internal and external customers.
Education
MA - Marketing Strategy & Entrepreneurship
University of Ghana
01.2021
MA - Marketing Strategy
Central University College
01.2014
BSc - Business Administration, Marketing
Accra Technical University
01.2011
Skills
- MS Office (Word, PowerPoint, Excel)
- Google Suite (Slides, Docs, Sheets)
- Mail Chimp
- Drawio
- Salesforce
- Siebel
- Slack
- Strategic Partnerships
- Relationship Development
- Pipeline Development
- Salesforce Management
- Market Trend Analysis
- Cross-Functional Collaboration
- Product deployment
- Vendor Management
Personal Information
Title: Head, Customer Success & Partnerships
Languages
- English
- Twi
- Hausa
References
References available upon request.
Timeline
Business Development Manager
International SOS Ghana
10.2022 - 10.2023
Head Acquisitions & Incubation
Jumia Ghana
09.2021 - 10.2022
Head Business Development Operations
Emergent Payments Ghana Limited
02.2019 - 09.2021
Key Account Manager
Busy Ghana Limited
02.2017 - 01.2019
Shop in Shop Operations Manager
Surfline Ghana Ltd
04.2016 - 01.2017
Osu Branch Manager
Surfline Ghana Ltd
03.2015 - 03.2016
Sales Operations Manager
Surfline Ghana Ltd
06.2013 - 02.2015
Customer Support Team Lead
Glo Ghana Ltd
04.2012 - 05.2013
Customer Care Executive
Glo Ghana Ltd
02.2011 - 03.2012
Head Customer Service & Partnerships (Consulting)
Brassica Pay Limited
MA - Marketing Strategy & Entrepreneurship
University of Ghana
MA - Marketing Strategy
Central University College
BSc - Business Administration, Marketing
Accra Technical University
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